Remote Customer Service Specialist – Logistics Operations & Order Fulfillment Support

About arenaflex

At arenaflex, we believe that better vision changes lives — and that the experience surrounding it matters just as much. For more than a century, the families and independent eye care professionals we serve have trusted arenaflex to deliver innovative optical products, advanced lens technology, and unmatched service to patients across the country. Our organization is built on a simple but powerful promise: to enrich the lives of our customers, our team members, and the communities we serve through better vision.

As part of a globally connected network of optical excellence, arenaflex operates with the heart of a partner and the scale of an industry leader. Our team members collaborate with thousands of independent eye care practices, providing the technology, products, and operational support they need to thrive. Joining arenaflex means joining a culture that values craftsmanship, relationships, continuous improvement, and the belief that every customer interaction is an opportunity to make a difference.

We are proud to operate within a dynamic, forward-looking industry where logistics precision and customer care converge. If you are passionate about creating remarkable customer experiences, solving complex problems, and supporting operations that touch millions of patients, you will find a meaningful career home at arenaflex.

Position Overview

arenaflex is hiring a Remote Customer Service Specialist – Logistics Operations & Order Fulfillment Support to join our Logistics Customer Service Department at the Atlanta Service Center (ASC). This is a full-time, remote opportunity for a customer-focused professional who thrives in a fast-paced, team-oriented environment and enjoys turning challenges into solutions.

In this role, you will serve as the front line in the customer escalation process, partnering closely with both logistics operations and the commercial organization. You will leverage enterprise systems to monitor service levels, manage claims, and drive proactive communication that keeps customer orders moving smoothly. Your work will directly shape the experience of our customers and the efficiency of our operations team, making you a vital contributor to the arenaflex mission.

Key Responsibilities

• Customer & Operations Liaison: Act as the central point of contact between logistics operations and the commercial organization, ensuring alignment and clear communication across teams.
• SAP Service Management: Use SAP to actively monitor, track, and manage service levels provided by the Atlanta Service Center to customers, identifying trends and opportunities for improvement.
• Claims Ownership: Take full ownership of the collection, documentation, and resolution of customer claims originating from the commercial organization, ensuring timely and accurate outcomes.
• Front-Line Issue Support: Serve as the first line of support for Customer Service Associates when questions, escalations, or operational issues arise, providing guidance and direction.
• Reporting & Insights: Track customer service issues on a daily and weekly basis, producing reports that inform leadership and the broader business.
• Process Improvement: Utilize reported KPIs to recommend process enhancements, design new procedures, and help implement continuous improvement initiatives.
• Proactive Issue Detection: Identify and communicate any operational issue that could disrupt the smooth flow of customer orders, assigning appropriate priority and urgency.
• Best-in-Class Experience: Deliver exceptional service to both external customers and internal operations teammates, modeling professionalism and care in every interaction.
• Escalation Management: Escalate unresolved critical customer issues to your Supervisor within the timeframe required to meet customer expectations.
• Order Routing Support: Support timely routing of customer orders against Service Level Agreements (SLAs) and required delivery dates.

Basic Qualifications

• Education: Bachelor’s Degree, or comparable academic background, or equivalent professional experience.
• Experience: 1–2 years of customer service experience in a professional environment.
• Technical Skills: Strong working knowledge of SAP and strong proficiency with Microsoft Office, particularly Outlook and Excel.
• Operational Knowledge: Experience working in or supporting warehouse and transportation operations.
• Interpersonal Strength: Ability to influence others, strong organizational skills, and excellent interpersonal communication.
• Problem-Solving: A balanced blend of analytical thinking, decision-making, and creative problem-solving abilities.
• Communication: Strong written and verbal communication, presentation, and project management skills.
• Collaboration: Proven ability to work cross-functionally with internal and external partners to define and execute programs and build consensus for best results.

Preferred Qualifications

• Prior experience supporting logistics, supply chain, or order fulfillment operations.
• Familiarity with optical, healthcare, or regulated product industries.
• Experience creating dashboards, KPI reports, or process documentation.
• Six Sigma, Lean, or other continuous improvement training.

Skills and Competencies for Success

To thrive as a Customer Service Specialist at arenaflex, you will bring a mix of technical aptitude, customer empathy, and a collaborative mindset. Success in this role requires the ability to navigate multiple systems simultaneously while keeping the customer at the center of every decision. You will be comfortable switching between detailed analytical work and high-touch customer conversations, and you will take pride in closing the loop on every issue you own.

• Customer Empathy: A genuine commitment to understanding customer needs and delivering thoughtful solutions.
• Detail Orientation: Precision in data entry, order tracking, claims documentation, and reporting.
• Adaptability: Comfort working in an evolving environment where priorities can shift quickly.
• Resilience: The ability to stay calm and solution-focused when handling escalations or time-sensitive issues.
• Ownership Mentality: A proactive approach to following through on commitments and driving issues to resolution.
• Team Orientation: A collaborative spirit that supports teammates, shares knowledge, and celebrates shared wins.

Career Growth and Learning Opportunities

At arenaflex, we invest in the growth of our people. As a Customer Service Specialist, you will gain exposure to logistics operations, commercial relationships, supply chain technology, and continuous improvement practices. We encourage team members to pursue professional development, cross-functional projects, and advancement opportunities across the organization. Whether your career path leads toward operations leadership, account management, supply chain analytics, or customer experience strategy, arenaflex provides the platform and support to help you get there.

Work Environment and Company Culture

arenaflex is built on a foundation of respect, integrity, inclusion, and care. We believe diverse perspectives make us stronger, and we are proud to be an Equal Opportunity Employer. Our remote team members are equipped with the tools, training, and collaborative resources they need to succeed from anywhere. We celebrate innovation, reward initiative, and cultivate an environment where every voice matters. When you join arenaflex, you join a community that values you as a person, supports your ambitions, and recognizes the impact of your contributions.

Compensation, Perks, and Benefits

Employee pay at arenaflex is determined by multiple factors, including geography, experience, qualifications, and skills, along with applicable local minimum wage requirements. In addition to a competitive base salary, you may also be eligible for a performance-based bonus and/or commission plan, which complements a first-class total rewards package.

Benefits offered to arenaflex team members may include:

• Comprehensive health care coverage
• Retirement savings plans
• Paid time off and vacation
• Various employee discounts
• Professional development resources
• Wellness and work-life balance programs

Specific offerings will be discussed during the interview process and detailed in offer materials.

Equal Opportunity and Accessibility

arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information, or any other characteristics protected by law. Native Americans in the U.S. receive preference in accordance with Tribal Law.

Upon request and consistent with applicable laws, arenaflex will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please contact the arenaflex SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner).

How to Apply

If you are a motivated customer service professional with a passion for logistics, problem-solving, and delivering exceptional experiences, arenaflex encourages you to apply today. Bring your skills, your curiosity, and your commitment to excellence — and help us continue enriching lives through better vision and outstanding service. Join arenaflex, where your work truly makes a difference.