Experienced Customer Service Representative – Vaccine and Hemophilia Customer Support

At arenaflex, we are dedicated to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Representative, you will be the face of arenaflex to our vaccine and hemophilia customers, including health care professionals, home health facilities, specialty distributors, and government entities. This is an exciting opportunity to join our team and make a meaningful impact in the lives of our customers.

Role Summary

As a Customer Service Representative, you will be responsible for managing customer orders and inquiries, providing exceptional customer service, and supporting the logistical complexities of COVID vaccine handling. You will be the initial point of contact for customer telephone calls, emails, and other interactions, and will work closely with internal stakeholders to resolve customer issues and concerns. Your primary goal will be to provide timely, accurate, and professional responses to customer inquiries, while also maintaining a detailed working knowledge of arenaflex trade policies, SOPs, and standard business processes.

Key Responsibilities

* Manage customer orders and inquiries by serving as the initial point of contact for customer telephone calls, consistent with product or brand specific requirements

• Remain available to answer incoming calls at a rate consistent with metrics set by customer service management team
• Support the logistical complexities of COVID vaccine handling by handling customer calls and email interactions
• Partner with Quality and Transportation team on any temperature deviations or delivery issues
• Assist customers as they make credit card payments and issue resolution according to business rules and policies
• Support vaccine and hemophilia initiatives – contracting, pricing, customer intelligence and reporting etc.
• Maintain a detailed working knowledge of arenaflex trade policies, SOPs, and standard business processes in order to respond to customer and sales force inquiries regarding the arenaflex Trade Policy, Return Policy, shipping practices, invoice terms, product availability information, accepting credit card payments when appropriate, and product-specific order handling guidelines
• Handle customer contacts in a professional, diplomatic, and empathetic manner, as defined in quality monitoring guidelines
• Stay abreast of changes in scripts, procedures and products
• Support Sarbanes Oxley by adhering to internal controls
• Redirect callers who require assistance from other departments
• Initiate requests for new customer accounts and account changes
• Support customer inquiries/issues regarding arenaflex Prime website
• Complete all assigned training
• Participate in special projects as assigned
• Partner with GFS team to respond to inquiries and issues

Essential Qualifications

* Bachelor's degree preferred or high school diploma with two years Customer Service experience

• Ability to remain professional and courteous with customers at all times
• Excellent verbal and written communication skills
• Ability to multi-task, prioritize and manage time effectively
• Proven problem-solving ability
• Proficient in Microsoft Office
• SAP knowledge preferred

Preferred Qualifications

* Experience working in a call center environment

• Knowledge of vaccine and hemophilia products and services
• Experience working with customers in a healthcare setting
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment with multiple priorities

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a team environment
• Strong problem-solving and analytical skills
• Ability to adapt to changing priorities and deadlines
• Strong attention to detail and organizational skills
• Ability to work in a fast-paced environment with multiple priorities

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and develop their careers. As a Customer Service Representative, you will have the opportunity to develop your skills and knowledge in a variety of areas, including customer service, product knowledge, and problem-solving. We offer a range of training programs and resources to help you succeed in your role, including:

• Comprehensive training program for new hires
• Ongoing training and development opportunities
• Mentorship program to help you develop your skills and knowledge
• Opportunities for career advancement and professional growth

Work Environment and Company Culture

At arenaflex, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the values of:

• Respect and empathy
• Collaboration and teamwork
• Innovation and creativity
• Excellence and quality
• Integrity and ethics

We offer a range of benefits and programs to support the well-being and success of our employees, including:

• Comprehensive health insurance
• 401(k) plan with arenaflex matching contributions
• Paid vacation and holiday time
• Paid caregiver/parental and medical leave
• Health benefits to include medical, prescription drug, dental and vision coverage
• Relocation assistance may be available based on business needs and/or eligibility

Compensation and Benefits

The salary for this position ranges from $25.33 to $42.22 per hour. In addition, this position offers eligibility for overtime, weekend, holiday and other pay premiums depending on the work schedule and the Company's policies. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by contacting our Talent Acquisition team.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and career advancement to all candidates, regardless of their background, culture, or identity.

EEO & Employment Eligibility

arenaflex is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. arenaflex also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. arenaflex is an E-Verify employer. This position requires permanent work authorization in the United States.

Support Services

If you have any questions or concerns about this position or the application process, please do not hesitate to contact our Talent Acquisition team. We are here to support you and help you succeed in your career. Apply for this job