Customer Service Representative – Remote Order Management, Exception Handling & Freight Claims Specialist

About arenaflex – Pioneering Customer‑Centric Solutions

arenaflex is a fast‑growing leader in the distribution and logistics space, delivering high‑quality products to businesses across the nation. Our mission is to empower customers with seamless order experiences, reliable freight services, and responsive support that turns everyday transactions into lasting partnerships. As a remote‑first organization, arenaflex embraces flexibility, technology, and a culture of continuous improvement, ensuring every team member can thrive while working from anywhere.

Why This Role Matters

Our customers rely on arenaflex to keep their supply chains moving smoothly. The Remote Customer Service Representative you will become is the front line of that reliability—processing sales orders, managing standing orders, handling exceptions, and resolving freight claims with precision and empathy. Your work directly influences customer satisfaction, operational efficiency, and the overall reputation of arenaflex as a trusted partner.

Key Responsibilities

1. Order Entry & Accuracy

• Enter daily sales orders into the ERP system, maintaining an error rate of no more than 2 errors per month.
• Set up new client accounts quickly and accurately, ensuring all required data fields are completed.
• Provide timely support to sales representatives, answering queries and facilitating order approvals.
• Collaborate with the sales team to resolve any order‑related exceptions, ensuring minimal disruption to the customer.

2. Standing Order Management

• Create initial standing orders for customers, capturing recurring purchase agreements.
• Maintain standing orders throughout their lifecycle—processing holds, releases, and additions.
• Track and report any errors related to standing orders, aligning with the error‑metric defined in the order entry responsibilities.

3. Exception Processing

• Log and resolve exceptions in the Case Management module, following arenasflex’s standardized workflow.
• Generate credit memos, file freight claims, issue call tags, and execute defective‑product procedures as required.
• Coordinate reshipments and ensure customers receive accurate updates throughout the resolution process.

4. Freight Claims Administration

• Process freight claims promptly, documenting all necessary details for carrier reimbursement.
• Investigate disputes, negotiate with carriers, and pursue payment to recover costs for arenaflex.
• Maintain organized claim paperwork, ensuring compliance with internal audit standards.

5. Core Values & Operational Excellence

• Demonstrate arenaflex’s Core Values and Purpose in every interaction, embodying integrity, teamwork, and customer focus.
• Attend all scheduled meetings, with no more than 10% absenteeism annually.
• Clock in/out accurately, allowing no more than 1 error per month in time‑keeping.
• Adhere to OSHA and all safety guidelines, contributing to a zero‑injury workplace.
• Exhibit proactive teamwork, managing stress effectively while meeting deadlines.

Essential Qualifications

• Minimum 2 years of experience in a relationship‑building customer service environment, preferably handling tangible products.
• Demonstrated ability to maintain high accuracy while processing high‑volume orders.
• Strong written and verbal communication skills, with a focus on clarity and professionalism.
• Proficiency in basic computer applications (Microsoft Office, email, web navigation).
• Commitment to following company policies, safety standards, and performance metrics.

Preferred Qualifications & Experience

• At least 1 year of experience working with ERP systems such as Epicor, SAP, or Oracle NetSuite.
• High school diploma or equivalent; additional education or certifications in logistics, supply chain, or customer service is a plus.
• Detail‑oriented mindset with a proven track record of completing tasks with precision.
• Self‑starter attitude—able to work independently, prioritize tasks, and seek solutions without constant supervision.
• Team player who thrives in collaborative environments and contributes positively to group dynamics.

Core Skills & Competencies

• Analytical Thinking: Ability to interpret order data, identify discrepancies, and resolve issues efficiently.
• Problem Solving: Quick decision‑making when handling exceptions, freight claims, and customer inquiries.
• Time Management: Balancing multiple responsibilities while meeting strict deadlines and maintaining accuracy.
• Customer Empathy: Understanding client needs, providing reassurance, and delivering solutions that exceed expectations.
• Technical Aptitude: Comfort navigating ERP platforms, case management tools, and digital communication channels.
• Compliance Awareness: Knowledge of OSHA standards and internal safety protocols to ensure a secure work environment.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Remote Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs that accelerate your mastery of arenaflex’s systems and processes.
• Continuous learning resources, including online courses on ERP navigation, advanced customer service techniques, and logistics fundamentals.
• Opportunities to cross‑train with sales, logistics, and finance teams, broadening your skill set and preparing you for future leadership roles.
• Clear career pathways to senior customer service positions, team lead roles, or specialized functions such as claims management and process improvement.

Work Environment & Culture at arenaflex

arenaflex embraces a remote‑first culture that values flexibility, autonomy, and work‑life balance. Our team members enjoy:

• Fully remote work with a reliable technology stack, including VPN access, collaboration tools (Slack, Microsoft Teams), and a dedicated IT support line.
• Regular virtual team gatherings, town halls, and recognition programs that keep remote employees connected and celebrated.
• A supportive leadership team that encourages open communication, feedback, and continuous improvement.
• Inclusive policies that promote diversity, equity, and belonging across all levels of the organization.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and location, arenaflex offers a competitive compensation package that includes:

• Base salary aligned with industry standards for remote customer service roles.
• Performance‑based bonuses tied to accuracy metrics, customer satisfaction scores, and claim resolution efficiency.
• Comprehensive health benefits (medical, dental, vision) and a flexible spending account.
• Retirement savings plan with company matching contributions.
• Paid time off, holidays, and sick leave to support personal well‑being.
• Professional development stipend for courses, certifications, or conferences.
• Home office allowance to equip your workspace with ergonomic furniture and technology.

How to Apply

If you are ready to bring your customer service expertise to a dynamic, remote‑first organization and help arenaflex deliver exceptional experiences, we want to hear from you. Click the link below to submit your application, resume, and a brief cover letter highlighting your relevant experience.

Apply Job!

Join arenaflex – Make an Impact From Anywhere

At arenaflex, every order you process, every claim you resolve, and every customer you assist contributes to a larger mission of reliability and trust. We are looking for dedicated, detail‑oriented professionals who thrive in a remote environment and are eager to grow with a forward‑thinking company. Take the next step in your career—apply today and become a vital part of arenaflex’s success story.