Customer Service Representative – B2B Support, Order Management & Client Relations (Hybrid – Chicago, arenaflex)

Welcome to arenaflex – Where Innovation Meets Service Excellence

At arenaflex, we are a global leader in protective paints and coatings, delivering cutting‑edge solutions to both residential and industrial markets. Our heritage dates back to the early 20th century, when a sea‑captain’s quest to keep his vessel rust‑free sparked a revolution in corrosion protection. Today, that pioneering spirit lives on in a vibrant community of more than 3,000 dedicated professionals who share a common purpose: to solve problems, protect surfaces, and create lasting value for our customers worldwide.

We partner with forward‑thinking talent agencies to bring the best candidates into our dynamic teams. If you thrive in a fast‑paced, collaborative environment and love turning challenges into opportunities, you’ll feel right at home at arenaflex.

Position Overview – Customer Service Representative (Hybrid)

As a Customer Service Representative at arenaflex, you will be the frontline champion for our sales representatives, distributors, and dealers. Your mission is to ensure every order moves smoothly from inception to delivery, while delivering an exceptional experience that reflects our brand promise of reliability and innovation. This role is a hybrid position based in Chicago, IL, with two days of remote work and three days onsite each week.

Why This Role Matters

• Maintain the lifeline between arenaflex and its B2B partners, safeguarding order accuracy and timeliness.
• Act as a trusted advisor, resolving complex inquiries with poise and professionalism.
• Contribute directly to revenue protection by preventing order delays and ensuring customer satisfaction.
• Collaborate with cross‑functional teams—including sales, logistics, and finance—to deliver seamless service.

Key Responsibilities

• Order Management: Receive, process, and track customer orders using our ERP and CRM platforms, ensuring data integrity and compliance with pricing guidelines.
• Customer Communication: Serve as the primary point of contact for distributors and dealers, providing timely updates, answering product‑related questions, and escalating issues when necessary.
• Problem Solving: Diagnose and resolve order discrepancies, shipment delays, and pricing conflicts with a focus on preserving strong relationships.
• Data Analysis: Leverage Excel to generate daily, weekly, and monthly reports on order status, back‑order trends, and service level metrics.
• Collaboration: Partner with sales teams to verify order details, confirm inventory availability, and coordinate special requests.
• Documentation: Maintain accurate records of all customer interactions, ensuring compliance with internal audit standards.
• Continuous Improvement: Identify recurring pain points and propose process enhancements to streamline the order‑to‑delivery workflow.
• Training & Onboarding: Assist new hires and junior team members by sharing best practices and system navigation tips.

Essential Qualifications

• 1–3 years of proven experience in customer service or B2B support, preferably within a manufacturing or distribution environment.
• Strong proficiency in Microsoft Excel, including pivot tables, VLOOKUP, and data visualization.
• Familiarity with SAP, Oracle, or comparable ERP/CRM systems; prior exposure to Salesforce or similar platforms is a plus.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and courteously.
• Demonstrated composure under pressure, maintaining professionalism during high‑volume periods.
• Exceptional problem‑solving abilities, with a track record of resolving issues swiftly and diplomatically.
• Ability to multitask, prioritize, and meet tight deadlines while maintaining a high degree of accuracy.
• Basic understanding of paint and coating product lines, or a willingness to quickly learn technical specifications.

Preferred Qualifications & Additional Skills

• Experience supporting B2B customers in the industrial or construction sectors.
• Knowledge of logistics and supply‑chain processes, including freight tracking and customs documentation.
• Certification in customer service excellence (e.g., HDI, ITIL) or related fields.
• Proficiency in additional languages, enhancing communication with diverse partner networks.
• Demonstrated ability to train and mentor peers, fostering a collaborative team culture.

Core Competencies for Success

• Customer‑Centric Mindset: Always place the customer’s needs at the forefront of decision‑making.
• Analytical Thinking: Use data to uncover trends, anticipate challenges, and drive proactive solutions.
• Team Collaboration: Build strong relationships across departments, sharing information openly and supporting collective goals.
• Adaptability: Thrive in a hybrid work model, balancing remote productivity with on‑site teamwork.
• Integrity & Confidentiality: Safeguard sensitive customer and company information with the utmost discretion.

Learning, Development & Career Growth

At arenaflex, we invest heavily in our people. As a Customer Service Representative, you will have access to a robust learning ecosystem that includes:

• Atlas Learning and Development Stipend: Annual budget to pursue certifications, workshops, or online courses aligned with your career goals.
• Mentorship Programs: Pairing with senior operations leaders to accelerate skill acquisition and strategic thinking.
• Cross‑Functional Rotations: Opportunities to spend time with sales, logistics, or product development teams, broadening your business acumen.
• Leadership Pathways: Clear progression routes toward senior customer support, operations management, or regional account coordination roles.

Compensation, Perks & Benefits

While exact salary ranges are tailored to experience, arenaflex offers a competitive total rewards package designed to support your health, financial security, and work‑life balance.

• Medical, Dental & Vision Coverage: Comprehensive plans for you and your dependents.
• Life & Disability Insurance: Accidental Death & Dismemberment, term life, short‑term and long‑term disability options.
• Retirement Savings: 401(k) with company match and a defined‑benefit pension plan.
• Flexible Spending Accounts (FSA):**> Tax‑advantaged accounts for healthcare and dependent care expenses.
• LegalShield & Employee Assistance Program (EAP):**> Access to legal resources and confidential counseling services.
• Child Adoption Benefits: Financial assistance and paid leave for adoptive families.
• Summer Hours & Flexible Scheduling: Seasonal reduced‑hour workweeks to enjoy longer evenings.
• Wellness Initiatives: On‑site flu shots, wellness challenges, and ergonomic workstation setups.
• Recognition Programs: Service awards, retiree bonuses, and peer‑to‑peer recognition platforms.