Vice President of Customer Service – North American Customer Experience Leadership

Join Arenaflex: Lead Customer Excellence Across North America

Are you a visionary leader passionate about delivering exceptional customer experiences? Do you thrive in dynamic environments where you can transform customer service operations and drive meaningful change? If so, arenaflex invites you to join our executive team as Vice President of Customer Service, where you will play a pivotal role in shaping the future of customer engagement across all our business units.

At arenaflex, we take pride in being a leader in the automotive repair and maintenance industry. As the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands, we operate at the intersection of innovation, quality, and customer commitment. Headquartered in Cleveland, Ohio with operations spanning the globe, our team of dedicated professionals is united by an unrelenting drive to exceed customer expectations and build profitable, enduring growth.

We are currently seeking an experienced and strategic Vice President of Customer Service to lead our North American customer service responsibilities across all arenaflex business units. This is a transformative leadership opportunity for a results-driven executive who excels at unifying teams, optimizing processes, and delivering world-class customer experiences.

About the Role

As the Vice President of Customer Service at arenaflex, you will be responsible for the unification and development of our customer service departments, which include both customer service order management and customer experience teams. You will ensure that the necessary resources are in place to efficiently process customer orders and respond to customer requests with speed, accuracy, and professionalism.

You will serve as the critical liaison between customer service and other functions within the organization, working closely with IT, finance, sales, planning, and distribution to create seamless operations and exceptional customer outcomes. This role requires a leader who can balance strategic vision with tactical execution, someone who understands the complexities of order-to-cash processes and can drive continuous improvement across multiple business units.

Key Responsibilities

• Strategic Leadership: Draft, implement, and execute policies and procedures that facilitate a quality customer service experience while aligning with organizational goals and industry best practices.
• Process Optimization: Review existing processes and procedures, identify improvement opportunities, and implement changes that create operational efficiency and enhance customer satisfaction.
• Technology Advancement: Identify and recommend updates and expansions to technology, equipment, and policies that may improve customer service delivery and customer retention rates.
• Standardization: Drive customer service role standardization across all business units to ensure consistency, quality, and excellence in every customer interaction.
• Performance Metrics: Develop role-based KPIs with appropriate tracking mechanisms to measure performance, identify trends, and drive accountability throughout the organization.
• Process Oversight: Direct and oversee customer service processes, including establishing internal control procedures, conducting audits, and maintaining comprehensive documentation.
• Team Development: Recruit, interview, hire, and train departmental staff while providing ongoing performance feedback, coaching, and mentorship to build a high-performing team.
• Workflow Management: Oversee the daily workflow of the department to ensure timely response to customer needs and efficient order processing.
• Technology Collaboration: Build strong relationships with IT to ensure there are no gaps in our ability to meet customer needs and to drive technological innovation in customer service operations.
• Cross-Functional Representation: Represent the customer service function on key cross-functional corporate initiatives, ensuring the customer voice is heard in strategic decisions.
• Compliance Assurance: Direct and assure compliance with all policies, procedures, and customer-specific requirements related to orders and customer interactions.
• Resource Planning: Schedule workload and standardize work hours driven by the US customer base to ensure optimal coverage and responsiveness.

Essential Qualifications

The ideal candidate will possess the following combination of education and experience:

• Bachelor's degree from an accredited institution
• Minimum of 10 years of experience leading high-performing customer service organizations
• Extensive experience with EDI and manual order management within Oracle and/or SAP ERP environments
• Proven call center and CRM management experience
• Demonstrated experience servicing automotive aftermarket customers from US-based distribution centers
• Experience researching and implementing tools and systems related to order management functions
• Strong understanding of order receipt to delivery supply chain concepts and processes
• Comprehensive understanding of the order-to-cash process
• Advanced proficiency with Microsoft Office Suite, specifically Excel, PowerPoint, and Word
• Proficiency in Office 365 SharePoint and Teams; Power BI data visualization development is a plus

Required Skills and Competencies

To succeed in this role, you must demonstrate:

• Exceptional Knowledge: Deep understanding of the order-to-cash process and its application in a manufacturing or distribution environment
• Leadership Excellence: Proven ability to manage teams domestically and internationally, with exceptional leadership, coaching, and motivational skills
• Analytical Mastery: Advanced Excel and analytics skills with the demonstrated ability to develop and manage customer service KPIs
• Problem-Solving: Ability to perform root cause analysis and develop corrective actions that drive lasting improvements
• Technical Versatility: Experience working across multiple business units operating on different order management systems
• Industry Background: Experience managing customer service and customer experience at a consumer packaged goods or finished goods manufacturer
• Attention to Detail: High attention to detail with the ability to ensure accuracy and quality in all customer interactions
• Communication Skills: Excellent verbal and written communication skills with the ability to influence stakeholders at all levels
• Customer Focus: Excellent interpersonal and customer service skills with a genuine passion for customer success
• Organizational Excellence: Excellent organizational skills and attention to detail
• Language Proficiency: English fluency with confidence and ability to hold complex conversations with US-based customers
• Travel Capability: Up to 20% overnight travel domestically and internationally with a valid passport required

Why Join Arenaflex?

At arenaflex, we believe that our greatest asset is our people. When you join our team, you become part of a culture that values innovation, collaboration, and customer commitment. We offer a supportive environment where your expertise and leadership can make a real impact.

Career Growth and Development

We are committed to the professional growth of our employees. As the Vice President of Customer Service at arenaflex, you will have access to ongoing leadership development opportunities, exposure to cross-functional initiatives, and the chance to shape the future of customer experience within a globally recognized organization. This role provides a clear path for continued executive advancement and the opportunity to make a lasting impact on our organization.

Compensation and Benefits

We offer a competitive compensation package that reflects the seniority and importance of this role. Our comprehensive benefits package includes health, dental, and vision insurance, retirement savings plans with company matching, paid time off, and various employee assistance programs. We also provide opportunities for professional development and continuing education.

Work Environment

Our headquarters in Cleveland, Ohio provides a dynamic and collaborative work environment. We embrace flexibility and understand the importance of work-life balance. Our team culture is built on mutual respect, open communication, and a shared commitment to excellence.

Our Commitment to Diversity

Arenaflex is an equal opportunity employer. We believe in fostering a diverse and inclusive workplace where all employees can thrive. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Apply Today

If you are ready to take the next step in your career and lead customer excellence at a globally recognized organization, we encourage you to apply. This is your opportunity to join arenaflex and make a meaningful impact on our customer service operations and overall business success.

We look forward to receiving your application and learning how your skills and experience align with this exciting opportunity. Take the first step toward your future with arenaflex – where exceptional customer experiences begin.