**Customer Service & E-Commerce Supervisor - Full Time at arenaflex**

At arenaflex, we're dedicated to nourishing people and the planet through our commitment to quality, sustainability, and customer satisfaction. As a Customer Service & E-Commerce Supervisor, you'll play a vital role in driving the success of our checkout experience and grocery delivery & pickup programs at your assigned store. If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving process improvements, we want to hear from you.

**Job Summary:**

As a Customer Service & E-Commerce Supervisor at arenaflex, you'll be responsible for leading the Customer Service & E-Commerce programs, focusing on driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. You'll monitor key performance indicator metrics and visual cues in-store to assess the Team's performance in these areas. Your daily operations will include managing capacity, labor utilization, adherence to pick processes, and drop of task execution (for E-Commerce); and, cash management, customer demand management, labor utilization, and execution of store processes (for Customer Service).

As a Supervisor, you'll support the Team Leader in leading and developing Team Members, promoting arenaflex's core values, Leadership Principles, and goals.

**Key Responsibilities:**

• **Deliver Outstanding Customer Experience:** Hold all Team Members accountable for delivering exceptional customer service, ensuring a positive and memorable experience for every customer.
• **Establish Clear Expectations:** Set clear expectations for balancing in-store customer service and completing online orders, ensuring seamless execution of both processes.
• **Monitor Customer Flow:** Continuously monitor in-store and online customer flow, assigning customer service-related and online order completion tasks to balance the needs of all customers.
• **Stay Ahead of the Competition:** Stay aware of relevant competitors and industry trends, identifying opportunities to improve processes and enhance customer experiences.
• **Effective Response to Customer Questions:** Ensure an effective and efficient response to customer questions, requests, and/or concerns, resolving issues promptly and professionally.
• **Collaborative Relationships:** Foster and maintain collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, such as Amazon delivery drivers.
• **Positive Team Environment:** Encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale, recognizing and rewarding Team Members for their contributions.
• **Team Member Safety and Security:** Maintain Team Member safety and security standards, ensuring a safe and healthy work environment.
• **Compliance and Regulatory Requirements:** Ensure compliance with relevant regulatory rules and standards, adhering to arenaflex's policies and procedures.
• **Team Development and Coaching:** Develop, coach, mentor, and motivate Team Members in a manner that sustains a high-performing Team and minimizes turnover.
• **Process Improvement:** Proactively identify process improvement opportunities, implementing changes to enhance efficiency, productivity, and customer satisfaction.
• **Communication and Modeling:** Consistently communicate and model arenaflex's core values, Leadership Principles, and support goals, demonstrating a commitment to excellence and customer satisfaction.

**Essential Qualifications:**

• **Retail Experience:** 12+ months of retail experience, with a focus on customer service and team leadership.
• **Task Management:** Ability to perform task management, balancing dynamic customer flows and prioritizing tasks to meet customer needs.
• **Analysis and Problem-Solving:** Strong analysis skills to root cause underperformance, either observed or demonstrated by metric performance.
• **Interpersonal and Motivational Skills:** Excellent interpersonal, motivational, team building, and customer relationship skills, with the ability to teach others in a positive and constructive manner.
• **Technical Skills:** Proficient with email, Microsoft Office, and operations-related applications.

**Preferred Qualifications:**

• **Leadership Experience:** Previous leadership experience in a retail or customer-facing environment.
• **Process Improvement:** Experience with process improvement initiatives, with a focus on driving efficiency and productivity.
• **Customer Service Training:** Training or certification in customer service, with a focus on delivering exceptional customer experiences.

**Physical Requirements/Working Conditions:**

• **Lifting:** Must be able to lift 50 lbs.
• **Standing/Walking:** In an 8-hour workday, standing/walking 6-8 hours.
• **Hand Use:** Single grasping, fine manipulation, pushing, and pulling.
• **Work Environment:** Exposure to FDA-approved cleaning chemicals, temperatures 90 degrees Fahrenheit, and a wet and cold environment.
• **Flexible Schedule:** Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
• **Tools and Equipment:** Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.

**Compensation and Benefits:**

arenaflex offers a competitive hourly wage range of $17.00 - $23.60, commensurate with experience. We also offer a comprehensive benefits package, including health insurance, retirement plan benefits, eligibility for a store discount, paid time off, and access to other benefit programs. Eligibility for benefits is determined under the terms of the applicable benefits plan at a person's date of hire.

**Equal Employment Opportunity:**

arenaflex is an equal employment opportunity employer, committed to providing a fair and equal employment opportunity for all Team Members and candidates, regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic.

**How to Apply:**

If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving process improvements, we want to hear from you. Apply now to join the arenaflex team and start your career journey today!

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