At arenaflex, we are committed 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.
**About arenaflex**
arenaflex is a leading global biopharmaceutical company that is dedicated to delivering innovative solutions to improve the health and well-being of people around the world. With a rich history of innovation and a commitment to excellence, arenaflex has become a trusted partner to healthcare professionals and patients alike. Our team is passionate about making a difference in the lives of our customers, and we are seeking a talented and dedicated Customer Service Representative to join our team.
**Role Summary**
As a Customer Service Representative, you will be responsible for providing exceptional customer service to our vaccine and hemophilia customers. This will involve managing customer orders and inquiries, resolving issues in a timely and professional manner, and providing support to our sales force members and internal stakeholders. You will be the initial point of contact for customer telephone calls, and you will be responsible for ensuring that all customer interactions are handled in a professional, diplomatic, and empathetic manner.
**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 by handling customer calls and email interactions
* Partner with Quality/Controlant 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
* Must 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
* Partnering with GFS team to respond to inquiries and issues
**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
* Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
**Work Environment and Culture**
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive of our employees' well-being. We offer a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan with arenaflex Matching Contributions and an additional arenaflex Retirement Savings Contribution. We also offer paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and a generous parental leave policy.
**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.
**Career Growth Opportunities**
arenaflex is committed to the growth and development of our employees. We offer a range of training and development programs, including on-the-job training, coaching, and mentoring. We also offer opportunities for advancement and career growth, including promotions to leadership roles and opportunities to work on high-impact projects.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of our customers, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and supportive of all employees, and we are proud to be an E-Verify employer. This position requires permanent work authorization in the United States.