Customer Service Operations Manager – Leadership, Process Optimization & Client Satisfaction at arenaflex

About arenaflex

arenaflex is a premier leader in foodservice distribution, serving a vast network of restaurants, hotels, hospitals, and catering operations across the United States. With a legacy of more than 70,000 dedicated colleagues, a modern fleet of over 13,000 vehicles, and a portfolio of 333 distribution facilities, arenaflex delivers fresh, high‑quality products to more than 700,000 customer locations every day. Our commitment to excellence, safety, and sustainability drives everything we do, and we are constantly looking for passionate professionals who want to make a tangible impact on the foodservice industry.

Why Join arenaflex?

At arenaflex, you will be part of a collaborative, fast‑moving environment where innovation meets tradition. We invest heavily in our people through continuous learning, mentorship programs, and clear career pathways. Whether you are looking to deepen your expertise in customer service management or expand into broader operational leadership, arenaflex provides the platform, resources, and supportive culture to help you achieve your professional goals.

Position Overview

The Customer Service Operations Manager leads the hiring, training, and day‑to‑day supervision of the Customer Service Department. This role is accountable for shaping department objectives, driving process improvements, and ensuring an unparalleled level of customer satisfaction. You will partner closely with sales, logistics, and warehouse teams to streamline order entry, resolve issues swiftly, and uncover new sales opportunities that enhance revenue growth.

Key Responsibilities

• Strategic Leadership: Define, communicate, and champion department goals that align with arenaflex’s broader business strategy.
• Process Development & Optimization: Design, implement, and continuously refine standard operating procedures (SOPs) to boost efficiency, reduce errors, and improve service quality.
• Performance Monitoring: Generate and analyze daily, weekly, and monthly customer service effectiveness reports; use data‑driven insights to adjust staffing, workflows, and training.
• Order Management Oversight: Supervise the entire order entry lifecycle, ensuring accuracy, adherence to cut‑off times, and proactive communication with Sales Management on potential bottlenecks.
• Sales Collaboration: Identify and relay sales opportunities to the Sales team, supporting deeper market penetration and cross‑selling initiatives.
• Talent Acquisition & Development: Recruit top talent, conduct onboarding, schedule shifts, manage the CMP (Continuous Management Process), and lead 30‑, 60‑, and 90‑day performance reviews.
• Team Accountability & Coaching: Hold team members accountable for performance metrics, provide constructive feedback, and foster a culture of continuous improvement.
• Crisis Management: Lead the response to high‑priority customer issues, coordinating with logistics, warehouse, and sales to resolve problems quickly and maintain customer trust.
• Decision‑Making Authority: Independently set weekly schedules, approve hiring decisions (up to 90% of department headcount), authorize customer credits under $500, and implement new procedures or incentive payouts.

Essential Qualifications

• High School Diploma or equivalent (GED). Additional post‑secondary education or certifications in business, management, or related fields are a plus.
• Minimum of 3 years’ experience in a customer service or call‑center environment, with at least 1 year in a supervisory or managerial capacity.
• Demonstrated ability to lead, motivate, and develop a diverse team of customer service representatives.
• Proven track record of improving operational efficiency through process redesign and data analysis.

Preferred Qualifications & Skills

• Strong communication skills, both verbal and written, with the ability to convey complex information clearly to internal teams and external customers.
• Experience with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM or ERP systems used in foodservice distribution.
• Bilingual proficiency in English and Spanish is highly desirable, reflecting arenaflex’s commitment to serving a multicultural customer base.
• Exceptional organizational abilities, capable of juggling multiple priorities while maintaining attention to detail.
• Solid operational knowledge of a distribution warehouse environment, including inventory flow, order fulfillment, and logistics coordination.
• Analytical mindset with the ability to interpret performance metrics and translate findings into actionable improvements.

Compensation & Benefits

arenaflex offers a competitive salary range of $59,600 – $89,400 per year, commensurate with experience, skill set, and performance. In addition to base compensation, you may be eligible to participate in arenaflex’s Incentive Plan, which rewards exceptional results and innovative contributions.

Our comprehensive benefits package includes:

• Medical, dental, and vision coverage with multiple plan options.
• Retirement savings plans with company matching contributions.
• Paid time off, holidays, and flexible scheduling to support work‑life balance.
• Employee assistance programs, wellness initiatives, and access to mental‑health resources.
• Career development resources, tuition reimbursement, and internal mobility opportunities.
• Discounted meals and product access across arenaflex’s extensive distribution network.

For a detailed overview of arenaflex’s benefits, please visit arenaflexBenefits.com.

Career Growth & Learning Opportunities

arenaflex believes that our people are our greatest asset. As a Customer Service Operations Manager, you will have access to:

• Leadership development programs that prepare you for senior operational roles.
• Cross‑functional projects that broaden your exposure to sales, logistics, and supply‑chain strategy.
• Mentorship from seasoned executives who champion your professional growth.
• Continuous training on the latest customer service technologies, data analytics tools, and industry best practices.

Work Environment & Culture

Our workplace is built on collaboration, respect, and a shared passion for delivering excellence. At arenaflex you will experience:

• A fast‑paced, results‑driven atmosphere where ideas are welcomed and innovation is rewarded.
• Inclusive diversity initiatives that celebrate different perspectives and backgrounds.
• Open communication channels that empower every employee to voice opinions and influence change.
• State‑of‑the‑art facilities equipped with modern technology to support efficient workflow.
• Recognition programs that celebrate individual and team achievements on a regular basis.

Application Process

If you are a proactive leader with a passion for delivering outstanding customer experiences, we invite you to join arenaflex’s dynamic team. To apply, please click the link below and submit your resume, cover letter, and any supporting documentation that showcases your qualifications.

Apply to this position at arenaflex

Equal Opportunity Employer

arenaflex is an Equal Opportunity and Affirmative Action employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. Applicants must be authorized to work in the United States.

Take the Next Step

Ready to lead a high‑performing customer service team and make a measurable impact on the foodservice industry? Join arenaflex today and help shape the future of food distribution while advancing your own career. We look forward to meeting you!