Remote Customer Experience Specialist – Order Management, Client Onboarding & Freight Resolution at arenaflex

About arenaflex and the Opportunity Ahead

arenaflex is a forward-thinking, customer-centric organization that has built its reputation on delivering seamless order management solutions, dependable client support, and operational excellence across the supply chain. As a company that values precision, collaboration, and continuous improvement, arenaflex partners with sales teams, clients, and logistics carriers to ensure every transaction flows smoothly from the moment an order is placed through final delivery and beyond. Our culture is rooted in accountability, innovation, and a genuine commitment to helping our customers succeed.

We are currently seeking a dedicated and detail-oriented Remote Customer Experience Specialist – Order Management, Client Onboarding & Freight Resolution to join our growing distributed team. This role is ideal for a professional who thrives in a structured, metric-driven environment, enjoys problem-solving, and takes pride in delivering exceptional service. If you are looking to build a long-term career with a company that recognizes precision, rewards consistency, and invests in employee development, arenaflex is the place for you.

Key Responsibilities

Customer Service and Sales Order Processing

• Accurately key in sales orders on a daily basis, maintaining a personal error rate of no more than two (2) errors per month in alignment with departmental quality benchmarks.
• Set up new client accounts in the system as required, ensuring all relevant data is captured correctly and the onboarding experience is smooth for the customer.
• Handle exception calls in a professional and timely manner, escalating complex issues when appropriate while always keeping the customer informed.
• Provide ongoing administrative and operational support to internal sales representatives, acting as a reliable back-office partner who helps them close business efficiently.

Standing Order Management

• Establish initial standing orders for new and existing customers as needed, configuring schedules, quantities, and delivery preferences based on client specifications.
• Maintain standing orders throughout their lifecycle, including applying holds, processing releases, and making additions or modifications as customer needs evolve.
• Ensure that all standing order errors are tracked and counted against the established monthly order accuracy metric.

Exception Processing and Case Management

• Process all incoming exceptions into the Case module promptly and accurately, capturing the necessary detail for downstream resolution.
• Create credit memos, file freight claims, issue call tags, follow the defective product procedure, and reship items as required by the nature of each exception.
• Document all actions taken within the case management system, creating a clear audit trail and ensuring continuity of communication with customers and internal stakeholders.

Freight Claims and Carrier Dispute Resolution

• Process freight claims in accordance with company policy and carrier requirements, ensuring claims are filed accurately and on time.
• Investigate and process shipping disputes, then pursue payment from the appropriate carrier to recover costs on behalf of arenaflex and its customers.
• Maintain organized records of all claim paperwork, supporting both internal review and external audit requirements.

Operational Excellence and Compliance

• Perform all duties in a manner consistent with arenaflex's Core Values and organizational Purpose.
• Attend all scheduled meetings, maintaining an attendance rate of at least 90% annually.
• Clock in and out for work and lunch accurately, with no more than one (1) error per month.
• Provide excellent customer service in every interaction, treating each customer as a long-term partner.
• Follow all OSHA regulations and other applicable safety guidelines, even while working remotely in a home office environment.
• Actively demonstrate teamwork, contributing positively to group discussions, shared goals, and peer support.
• Manage workplace stress effectively, including meeting tight deadlines and balancing multiple priorities without sacrificing quality.
• Adhere to all company safety standards such that no serious injury occurs during any twelve-month period.
• Follow all other arenaflex policies and procedures, maintaining a clean evaluation record with no verbal or written warnings during the review period.

Essential Qualifications

• High school diploma or equivalent required; associate degree or higher in business, communications, or a related field preferred.
• Proven experience in a customer service, order entry, or administrative support role, ideally within a distribution, manufacturing, logistics, or B2B environment.
• Demonstrated ability to maintain a high level of accuracy when entering data, with a strong track record of meeting or exceeding quality and error-rate metrics.
• Comfort with order management systems, CRM platforms, and case management modules; the ability to learn new software quickly is essential.
• Strong written and verbal communication skills, with the ability to handle customer calls professionally and empathetically.
• Solid organizational and time management skills, including the ability to prioritize tasks and meet daily, weekly, and monthly deadlines.
• A reliable home office setup, including a quiet workspace, high-speed internet connection, and the ability to maintain a distraction-free environment during scheduled work hours.

Preferred Qualifications

• Prior remote work experience, with a clear understanding of the self-discipline and communication habits required to succeed in a distributed team.
• Familiarity with freight claims processing, carrier dispute procedures, or logistics documentation.
• Experience working with standing orders, recurring billing, or subscription-style fulfillment models.
• Exposure to credit memo processing, return merchandise authorizations (RMAs), or defective product workflows.
• Working knowledge of OSHA workplace safety standards and a general awareness of how safety applies to a remote work environment.

Skills and Competencies for Success

• Attention to Detail: You notice the small things that others miss, and you understand how a single keystroke error can cascade into a much larger problem.
• Customer Empathy: You genuinely care about resolving customer concerns and approach every interaction with patience and professionalism.
• Problem Solving: You enjoy untangling complex issues, whether they involve a shipping exception, a defective product, or a carrier dispute.
• Resilience: You manage stress well, stay calm under pressure, and maintain your composure when handling multiple tasks at once.
• Teamwork: You actively support your colleagues, share knowledge, and contribute to a positive, collaborative remote culture.
• Accountability: You take ownership of your work, your metrics, and your professional development.
• Adaptability: You are comfortable with change, quick to learn new systems, and open to evolving processes.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we believe that great customer service professionals are the backbone of the business, and we are committed to helping you grow. From day one, you will receive comprehensive onboarding and systems training to set you up for success. As you master the core responsibilities of this role, you will have opportunities to expand into areas such as advanced case management, team leadership, training and quality assurance, sales operations, or supply chain analytics. arenaflex promotes from within whenever possible, and many of our supervisors, team leads, and operations managers began their careers in roles just like this one. You will also gain exposure to cross-functional teams, giving you a well-rounded view of how a thriving customer-focused business operates.

Work Environment and Company Culture

arenaflex fosters a culture built on respect, integrity, and continuous improvement. As a remote team member, you will enjoy the flexibility of working from home while remaining deeply connected to your colleagues through regular video meetings, team chat channels, and virtual collaboration tools. We value work-life balance and trust our employees to manage their schedules responsibly. Our Core Values guide everything we do, from how we treat our customers to how we treat one another, and we celebrate team members who consistently embody those values in their daily work. You will be joining a group of professionals who are passionate about customer success, who support each other through busy seasons, and who take pride in doing things the right way.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent. While the specific details of the offer will be discussed during the interview process, you can generally expect a base salary that is commensurate with your experience, along with a comprehensive benefits package that may include medical, dental, and vision insurance; a retirement savings plan with company match; paid time off and holidays; life and disability insurance; employee assistance programs; and access to professional development resources. As a remote employee, you will also benefit from reduced commuting time and greater flexibility in how you structure your workday.

How to Apply

If you are a motivated, detail-oriented professional who takes pride in delivering exceptional customer service, we encourage you to apply today. This is your opportunity to join a company that values precision, rewards accountability, and invests in the long-term success of its team members. Bring your skills, your positive attitude, and your commitment to excellence, and let arenaflex provide the platform for your next great career move. We look forward to reviewing your application and welcoming you to the arenaflex team.