Customer Service Representative – Order Coordination & Client Success Specialist for Custom Packaging Production

About arenaflex

arenaflex is a fast‑growing leader in the custom packaging arena, delivering premium Mylar bags, printed pouches, and branded containers for high‑visibility sectors such as cannabis, food, and retail. Our mission is to empower brands to stand out on the shelf while meeting the strict compliance and quality standards that today’s markets demand. By blending cutting‑edge printing technology with a relentless focus on customer satisfaction, arenaflex has earned a reputation for rapid turnaround, meticulous craftsmanship, and unwavering reliability.

Our culture is built on collaboration, continuous improvement, and a passion for problem‑solving. Every team member plays a pivotal role in shaping the customer experience—from the moment a client places an order to the instant the finished product lands on their doorstep. If you thrive in a dynamic environment where attention to detail and proactive communication are celebrated, you’ll find a rewarding home at arenaflex.

Position Overview

arenaflex is seeking a highly organized, detail‑oriented Customer Service Representative to join our Production and Operations team. In this role you will be the primary liaison for our clients after the sale has been closed, shepherding each order through the production pipeline, addressing inquiries, and ensuring that every delivery meets both our high standards and our customers’ expectations. This is a full‑time, in‑person position with a competitive hourly rate of $22.00 – $25.00 and a comprehensive benefits package.

Key Responsibilities

Order Lifecycle Management

• Serve as the single point of contact for customers from order acceptance through final delivery, providing transparent, timely updates at every stage.
• Enter new orders into the internal Order Management System (OMS), verify all required information, and coordinate with the sales team to confirm specifications.
• Maintain a detailed production schedule, tracking each job’s status using arenaflex’s proprietary workflow software.
• Monitor and log key milestones such as artwork approval, material sourcing, printing, quality inspection, and shipping.

Customer Communication & Support

• Respond promptly to inquiries regarding timelines, artwork revisions, packaging specifications, and shipping logistics via phone, email, and live chat.
• Proactively reach out to customers with status updates, anticipated delivery dates, and any potential delays.
• Collaborate with the Creative Services team to clarify artwork requirements, ensuring that brand assets meet print‑ready standards.
• Escalate complex issues to the Operations Manager or Production Lead while keeping the customer informed of resolution progress.

Cross‑Functional Coordination

• Translate customer requirements into actionable tasks for the production crew, quality assurance, and logistics partners.
• Facilitate accurate information flow between Sales, Production, and Shipping to prevent miscommunications and rework.
• Document any changes or special requests in the CRM and ensure all stakeholders are notified of modifications.
• Assist the Finance department with order invoicing and resolve any billing discrepancies that arise.

Data Integrity & Reporting

• Maintain up‑to‑date records in the Customer Relationship Management (CRM) system, including contact details, order history, and communication logs.
• Generate weekly status reports for senior leadership, highlighting order volumes, on‑time delivery rates, and any emerging trends.
• Identify opportunities for process improvements based on data analysis and customer feedback.
• Participate in regular audits to ensure compliance with industry regulations, especially for cannabis‑related packaging.

Essential Qualifications

• Minimum of 1‑2 years of experience in customer service, order coordination, or production support—experience within a packaging, printing, or manufacturing environment is a strong plus.
• Exceptional verbal and written communication skills, with the ability to convey technical information in a clear, friendly manner.
• Demonstrated organizational talent: capable of juggling multiple active orders while maintaining meticulous attention to detail.
• Proficiency with Microsoft Outlook, Excel, and other standard office productivity tools.
• Comfortable learning and navigating specialized software platforms (e.g., CRM, ERP, production scheduling tools).
• Ability to thrive in a fast‑paced, collaborative setting and adapt quickly to shifting priorities.

Preferred Qualifications & Skills

• Familiarity with graphic design basics or print production processes, including knowledge of file formats, color profiles, and proofing procedures.
• Experience working with regulated industries (cannabis, food, etc.) and an understanding of compliance requirements.
• Previous exposure to logistics coordination, including carrier selection, freight tracking, and customs documentation.
• Certification or coursework in supply chain management, customer experience, or related fields.
• Strong problem‑solving mindset: ability to anticipate issues before they arise and implement preventative measures.

Core Competencies for Success

• Customer‑Centric Mindset: Always act with the customer’s best interests in mind, turning challenges into opportunities for delight.
• Analytical Acumen: Use data to drive decisions, spot bottlenecks, and recommend enhancements.
• Team Collaboration: Build bridges across departments, fostering mutual respect and shared goals.
• Time Management: Prioritize tasks effectively to meet tight deadlines without sacrificing quality.
• Adaptability: Embrace change, learn new tools quickly, and adjust workflows as business needs evolve.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Service Representative you will have access to:

• Mentorship programs pairing you with senior operations leaders.
• In‑house training modules covering advanced order management, packaging regulations, and customer experience design.
• Opportunities to cross‑train in related functions such as production planning, quality assurance, and logistics.
• Clear promotion pathways toward roles like Senior Client Success Manager, Operations Coordinator, or Production Scheduler.
• Support for external certifications (e.g., APICS CPIM, Certified Customer Experience Professional).

Work Environment & Culture at arenaflex

Our state‑of‑the‑art facility combines modern manufacturing equipment with collaborative workspaces designed for creativity and teamwork. The atmosphere is energetic yet supportive, with an emphasis on:

• Open communication—regular town‑hall meetings keep everyone aligned on company goals.
• Diversity and inclusion—different perspectives are valued and actively sought.
• Work‑life balance—standard 8‑hour day shifts, flexible scheduling when needed, and generous paid time off.
• Recognition programs that celebrate individual and team achievements.
• Health & wellness initiatives, including on‑site ergonomic assessments and wellness challenges.

Compensation, Perks & Benefits

arenaflex offers a competitive remuneration package that reflects both the importance of the role and the value we place on our people.

• Hourly Rate: $22.00 – $25.00, based on experience and performance.
• Health Coverage: Medical, dental, and vision insurance plans with employer contributions.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous vacation accrual, sick days, and personal holidays.
• Additional Benefits: Employee Assistance Program, tuition reimbursement, and occasional team‑building outings.
• Shift Details: Day shift, 8‑hour workday, Monday through Friday.

How to Apply

If you are ready to become a key driver of customer satisfaction at a thriving, innovative packaging company, we want to hear from you. Click the link below to submit your application and take the first step toward an exciting career with arenaflex.

Apply Job!

Join arenaflex Today

At arenaflex, every package we produce carries a story, and you will be instrumental in ensuring that story is told flawlessly. Bring your enthusiasm, organizational talent, and passion for service to a team that values your contributions and supports your growth. Apply now and help us shape the future of custom packaging—one satisfied customer at a time.