Remote Customer Experience Specialist – Account Growth & Inside Sales Support (Pacific Time Zone, Home-Based)

About arenaflex

At arenaflex, we believe that exceptional customer experiences are the foundation of lasting business partnerships. As a recognized leader in the manufacturing and supply of high-performance industrial products and value-based solutions, arenaflex partners with organizations across North America to deliver the materials, expertise, and responsive service they need to thrive in competitive markets. Our team operates at the intersection of customer care, technical knowledge, and commercial strategy, and every interaction we have with a customer is an opportunity to strengthen a relationship, solve a meaningful problem, and identify new ways arenaflex can add value.

Our company culture is built on collaboration, accountability, and a genuine passion for helping customers succeed. We invest in our people because we know that the strength of our customer relationships begins with the strength of our internal team. When you join arenaflex, you become part of a community that values continuous improvement, professional development, and the kind of service that turns first-time buyers into long-term partners.

We are currently seeking a motivated, customer-focused professional to join our team as a Remote Customer Experience Specialist supporting our Western U.S. region. This is a fully remote position, but it does require working Pacific Time Zone hours so that we can deliver seamless service to our customers on the West Coast.

Position Overview

The Remote Customer Experience Specialist serves as the primary inside contact for arenaflex customers, taking full ownership of the customer journey from the first inquiry through order delivery, invoicing, and post-sale support. In this role, you will be the trusted partner our customers rely on for product recommendations, pricing information, order fulfillment, and responsive problem resolution. You will work closely with our sales, technical service, distribution, manufacturing, purchasing, and credit teams to ensure that every customer need is addressed quickly, accurately, and professionally.

Beyond reactive support, this position is also a proactive growth role. You will engage assigned accounts by phone and email to understand the business applications in which arenaflex participates, uncover missed opportunities, and help expand our footprint within both existing and new accounts. If you are energized by the idea of combining inside sales support, customer service excellence, and strategic account development, this is the role for you.

Key Responsibilities

• Customer Inquiry Response: Serve as the first point of contact for customer inquiries received by phone, email, and fax. Document all interactions thoroughly in Salesforce to ensure continuity and visibility across the organization.
• Product Recommendations and Quoting: Recommend, quote, sample, and sell arenaflex standard products, including our Value-Based Solutions (VBS) line, to customers and to internal partners such as sales, telesales, and distribution centers.
• Order Fulfillment Ownership: Manage the entire order lifecycle, from initial entry and accuracy verification through delivery, expediting, and invoicing. Enter new orders for both existing and new customers, process order changes and cancellations, and monitor open work orders to ensure on-time performance.
• Proactive Communication: Notify customers promptly of any late or problem orders, and propose alternative standard product constructions when appropriate to keep their operations moving forward.
• Custom Solution Identification: Document opportunities where standard product offerings do not meet a customer's specific requirements. Validate the economic viability of pursuing a custom construction using established arenaflex guidelines, and professionally transfer the customer to our technical community for further development.
• Freight and Logistics Coordination: Resolve customer-specific shipping and logistics questions by consulting with arenaflex shipping departments and arranging practical solutions.
• Pricing and Quotation Support: Use the E-price tool confidently to support customer inquiries, including VBS product recommendations, price quotes, price discounting, application sheets, product sampling, and trial orders.
• Complaint Resolution: Resolve information-related customer complaints and implement corrective action. Confirm resolutions with customers following arenaflex guidelines, and review complaint instances with colleagues to prevent recurrence.
• Error and Accommodation Handling: Address and resolve complaints related to pricing mistakes, order entry errors, and customer accommodation requests with professionalism and care.
• Proactive Account Engagement: Initiate phone and email contact with assigned accounts to better understand the business applications in which arenaflex participates, and to identify missed opportunities where we are not yet engaged.
• Overflow Support: Assist with order entry overflow for repeat orders and standard price quotation overflow during high-volume periods.
• New Customer Data Entry: Enter and maintain accurate new customer information in company systems.
• Team Collaboration and Continuous Improvement: Contribute to Customer Service Improvement Teams as needed, and cross-train new employees when appropriate to strengthen the entire team.

Essential Qualifications

• Education: Bachelor's degree, or equivalent business experience demonstrated through prior work history.
• Experience: One to three years of previous customer service experience, ideally in a manufacturing or industrial environment.
• ERP Systems: Experience using an Enterprise Resource Planning (ERP) system is highly preferred.
• Salesforce: Experience using Salesforce.com is a strong plus.
• Software Proficiency: Proficient in the Microsoft Office Suite, including Excel.

Preferred Attributes and Core Competencies

• Customer Service Excellence: A genuine commitment to delivering high-quality service and building lasting customer relationships.
• Communication Skills: Strong verbal and written communication skills, with the ability to tailor messages to a variety of audiences.
• Quick Learning: The ability to learn new products, systems, and processes quickly in a fast-paced environment.
• Problem Solving: Strong troubleshooting and problem-solving skills, paired with a positive, "can-do" attitude that helps you overcome obstacles.
• Composure Under Pressure: The ability to remain calm, focused, and effective when priorities shift or challenges arise.
• Collaborative Spirit: A team-first mindset and a willingness to partner across departments, including sales, supply chain, manufacturing, purchasing, and finance.
• Adaptability: Comfortable with change and able to adjust approach as customer needs and business priorities evolve.

Physical and Cognitive Requirements

• Repetitive movement of hands and fingers, including typing and writing.
• Occasional standing, walking, stooping, kneeling, or crouching.
• Ability to reach with hands and arms, and to talk and hear clearly during phone-based customer interactions.
• Ability to focus on detailed work for extended periods.

Work Environment and Schedule

This is a fully remote position, with the flexibility to work from a home office environment. The successful candidate will be responsible for supporting our Western U.S. region and must be available to work Pacific Time Zone hours. Limited travel may be required for industry education and occasional team gatherings.

Why Join arenaflex?

At arenaflex, we believe that taking care of our team is just as important as taking care of our customers. We offer a supportive, inclusive work environment where your contributions are visible and your growth is encouraged.

• Competitive Compensation: A salary package that reflects your skills, experience, and the value you bring to the team.
• Comprehensive Benefits: Medical, dental, and vision insurance options, along with retirement savings plans to help you plan for the future.
• Paid Time Off: Generous vacation, holiday, and personal time off policies that support work-life balance.
• Professional Development: Ongoing training, mentorship, and opportunities to expand your skills in customer service, inside sales, and manufacturing operations.
• Career Growth: A clear pathway for advancement within arenaflex, with opportunities to grow into senior customer service, account management, sales, or operational leadership roles.
• Remote Flexibility: The ability to work from home while staying closely connected to a collaborative, high-performing team.
• Meaningful Work: The chance to make a real impact every day by helping customers solve problems and grow their businesses with arenaflex solutions.

Our Commitment to You

arenaflex is committed to fostering a workplace where every team member feels valued, respected, and empowered to do their best work. We celebrate diversity, encourage innovation, and support one another in achieving both individual and collective success. When you join arenaflex, you are joining a company that sees customer service not as a cost center, but as a strategic differentiator and a growth engine for the entire business.

How to Apply

If you are a customer service professional with a passion for problem solving, a collaborative spirit, and a desire to grow your career in a supportive remote environment, we want to hear from you. Bring your skills, your energy, and your commitment to excellence, and let us show you what it means to be part of the arenaflex team. Apply today and take the next step in your career with a company that is as dedicated to its people as it is to its customers.