Remote Customer Service Advisor – Order Management, Credit & Expedited Delivery Specialist for arenaflex

About arenaflex

arenaflex is a globally recognized leader in beverage and consumer goods, delivering iconic brands to millions of customers every day. With a heritage that spans more than a century, arenaflex has evolved from a traditional bottler into an innovative, data‑driven organization that embraces technology, sustainability, and a relentless focus on customer delight. Our portfolio includes a diverse mix of sparkling, still, and specialty beverages, serving retailers, restaurants, entertainment venues, and hospitality partners across the United States and beyond. As a remote‑first employer, arenaflex empowers its workforce to work from anywhere while staying tightly connected through cutting‑edge collaboration tools and a vibrant, inclusive culture.

Role Overview

The Remote Customer Service Advisor is the frontline champion for arenaflex’s customers and business partners. In this role you will manage the full lifecycle of order processing, from initial inquiry through delivery, credit issuance, and issue resolution. You will act as a single point of contact, ensuring that every interaction is captured accurately in our inquiry system, and you will collaborate with cross‑functional teams—including sales, supply chain, and logistics—to meet promised delivery dates while minimizing cost. This position blends strong communication, analytical thinking, and a passion for continuous improvement, making you a critical driver of arenaflex’s service excellence.

Key Responsibilities

• Serve as the primary contact for customers and internal stakeholders, handling phone calls, emails, and chat messages with professionalism and empathy.
• Log every interaction in the Inquiry Database, documenting issues, actions taken, and resolutions to maintain a clear audit trail.
• Create and modify customer orders in the order management system, aligning requested arrival dates with optimal routing and cost‑effective delivery methods.
• Partner with sales brokers, product supply teams, and logistics coordinators to troubleshoot order discrepancies, expedite shipments, and resolve transportation challenges.
• Evaluate credit requests for damaged or defective products, calculate appropriate reimbursements, and issue credits in accordance with arenaflex policies.
• Coordinate expedited deliveries—including hot‑shot, next‑day air, and courier services—by liaising with distributors, manufacturing plants, and third‑party carriers.
• Monitor performance metrics such as order cycle time, first‑contact resolution, and customer satisfaction scores; proactively suggest process enhancements to exceed targets.
• Identify recurring trends in order issues, work with management to develop root‑cause analyses, and recommend system or workflow improvements.
• Participate in ad‑hoc projects, providing subject‑matter expertise for product order management initiatives, system upgrades, or special service requests.
• Maintain up‑to‑date knowledge of arenaflex’s product catalog, pricing structures, and promotional programs to provide accurate information to customers.

Essential Qualifications

• High school diploma or GED equivalent; additional coursework in business, logistics, or related fields is a plus.
• Minimum of 2 years experience in a customer‑service, order‑entry, or supply‑chain support role, preferably within a fast‑moving consumer goods environment.
• Demonstrated proficiency with SAP or comparable ERP systems, as well as experience using inquiry or ticketing platforms.
• Strong analytical abilities, including comfort with Excel, pivot tables, and data‑driven reporting.
• Excellent written and verbal communication skills; ability to convey complex information clearly and persuasively.
• Detail‑oriented mindset with a sense of urgency; capable of managing multiple priorities while maintaining accuracy.
• Self‑starter who thrives in a remote work setting, requiring minimal supervision and disciplined time management.
• Commitment to continuous improvement and a willingness to adopt new tools, processes, and best practices.

Preferred Qualifications

• Experience with arenaflex’s internal systems such as Genesys, FET Sales Force, or SharePoint Knowledge Management.
• Familiarity with credit evaluation processes for damaged goods and the ability to negotiate resolutions with customers.
• Background in logistics coordination, including knowledge of carrier contracts, expedited shipping options, and freight cost optimization.
• Previous exposure to e‑commerce order management, EDI troubleshooting, or large‑scale system uploads.
• Certification or coursework in supply chain management, customer experience, or related disciplines.

Core Skills & Competencies

• Customer Service Excellence: Ability to build rapport, listen actively, and resolve issues with a focus on long‑term satisfaction.
• Problem Solving: Quick identification of root causes and development of practical, cost‑effective solutions.
• Collaboration: Strong relationship‑building with internal teams (sales, supply, logistics) and external partners (distributors, carriers).
• Technical Literacy: Proficiency in Microsoft Office Suite, especially Excel; comfortable navigating multiple software platforms simultaneously.
• Data‑Driven Decision Making: Ability to interpret performance metrics, generate insights, and drive process improvements.
• Adaptability: Flexibility to handle shifting priorities, urgent requests, and evolving business needs.
• Documentation Discipline: Accurate and thorough entry of all customer interactions and order changes into the inquiry system.

Career Development & Learning Opportunities

arenaflex invests heavily in employee growth. As a Remote Customer Service Advisor you will have access to a robust learning ecosystem that includes:

• Structured onboarding programs that cover arenaflex’s product portfolio, ERP systems, and service standards.
• Monthly webinars on advanced order management techniques, credit policies, and logistics optimization.
• Mentorship pairing with senior supply‑chain analysts to deepen industry knowledge and expand professional networks.
• Tuition reimbursement for relevant certifications (e.g., APICS CPIM, Six Sigma Green Belt).
• Clear career pathways toward senior advisory roles, team lead positions, or specialized functions such as demand planning or customer experience analytics.

Compensation & Benefits

arenaflex offers a competitive salary range of $60,200 – $74,100 per year, calibrated based on geography, experience, and skill set. In addition to base pay, you will be eligible for an annual incentive tied to performance, with a reference value of 7.5% of base salary. Our comprehensive benefits package includes:

• Medical, dental, and vision coverage with multiple plan options.
• Retirement savings plan with company match.
• Generous paid time off, holidays, and flexible work‑schedule policies.
• Wellness programs, employee assistance resources, and mental‑health support.
• Remote‑work stipend for home office equipment and internet connectivity.
• Employee discount programs for arenaflex products and partner brands.

Work Environment & Culture

At arenaflex, we champion an inclusive, purpose‑driven culture that celebrates curiosity, empowerment, inclusivity, and agility. Our remote‑first model encourages autonomy while fostering collaboration through tools like MS Teams, SharePoint, and virtual coffee chats. We believe that a diverse workforce fuels innovation, and we actively support employee resource groups, continuous learning initiatives, and community outreach programs. Whether you are working from a home office, a co‑working space, or one of our satellite locations in the U.S. or Canada, you will experience a supportive environment that values your ideas and rewards your contributions.

Legal & Sponsorship Notice

arenaflex does not provide sponsorship for employment‑based visas (including H‑1B) for this position. All applicants must be legally authorized to work in the United States on a full‑time basis without the need for sponsorship.

Application Process

If you are ready to join a dynamic, forward‑thinking organization and make a tangible impact on arenaflex’s customer experience, we encourage you to apply today. Click the link below to submit your resume and cover letter. Our recruiting team will review your application promptly and reach out to schedule a virtual interview.

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