**Experienced Customer Contact Representative Lead – Hybrid Onsite & Remote**

Join arenaflex, a dynamic community of food people, and take the lead in delivering exceptional customer service and support to our valued customers and sellers. As a Customer Contact Representative Lead, you will serve as a subject matter expert, mentor, and coach to the Customer Contact Representative team, ensuring they receive the necessary tools and support to deliver outstanding service. This hybrid role combines approximately 90% remote work with 10% onsite work at regional locations, offering the perfect blend of flexibility and collaboration. **About arenaflex** arenaflex is a leading food distributor, dedicated to providing exceptional service and support to our customers and sellers. We are committed to building strong relationships, fostering a positive work environment, and promoting a culture of continuous improvement. Our team is passionate about delivering outstanding customer experiences, and we are seeking a talented and experienced leader to join our community. **Key Responsibilities** As a Customer Contact Representative Lead, you will be responsible for: * Mentoring, advising, and leading team members to achieve their goals and support the team's activities * Serving as a subject matter expert, responding to immediate needs and questions related to arenaflex's processes, products, policies, and procedures * Escalating issues from your team and supporting internal department resources when needed * Reviewing and presenting daily metric and communication updates, as well as daily huddle announcements * Providing thorough customer and order solution options to customers and contact representatives, and addressing immediate needs to support customer challenges and concerns * Working closely with the Customer Contact Manager to support coaching, quality performance reviews, meeting, and metric data support * Participating in cross-company projects to improve and optimize the customer experience * Conducting analysis to produce customer-specific reports or activities as contractually required * Assisting sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested * Approving service recovery requests as back-up support to Manager and providing guidance to peers * Promoting a positive and friendly environment, supporting good morale and cooperation * Identifying trending issues among customers, team members, products, and services from interactions with customers * Providing support to team members in answering calls, answering emails or contacts, assisting with customer business activity, customer reporting, or other team responsibilities * Providing other business support to Sellers as requested **Supervision** This role does not have direct supervision responsibilities. **Relationships** Internal: * Sales * Operations * Merchandising * Shared Business Services External: * arenaflex Customers and vendors **Qualifications** * Education/Training: High School diploma or equivalent required, and a minimum of 5 years of customer service or support experience * Related Experience: At least 5 years of previous sales support or customer service experience maintaining customer relations, with a proven track record of supporting customers and team members with exceptional service and leadership * Foodservice/distribution experience preferred * Experience working virtually (i.e., from home) **Skills and Competencies** * Professional leadership skills; someone who leads by example * Excellent written and verbal communication skills * Ability to take direction and quickly learn new procedures, processes, product information * Open to feedback, believing in a culture of continuous improvement working toward individual and department goals * Comfortable navigating technology, phone systems, and tools * Strong attention to detail, multi-tasking, and time-management skills * Detail-oriented with strong critical thinking ability to quickly define problems and reach valid conclusions * Exceptional ability to collaborate with customers, vendors, and internal partners * Customer service orientation and ability to adapt and respond to different personalities * Advanced knowledge of Microsoft applications, Salesforce.com experience **Compensation and Benefits** The expected compensation for this role is between $23.00 and $27.00 per hour, depending on location and experience. This role is also eligible for overtime compensation. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. **Work Environment and Culture** arenaflex is committed to creating a positive and inclusive work environment that fosters collaboration, innovation, and growth. Our team is passionate about delivering outstanding customer experiences, and we are seeking a talented and experienced leader to join our community. **How to Apply** If you are a motivated and experienced leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our community of food people. Apply Job! Apply for this job