Entry-Level Bilingual Customer Support Representative – Ground Services – arenaflex – $25/hr – US‑Canada Customs Clearance

About arenaflex – Pioneering Global Logistics Solutions

arenaflex is a world‑leading logistics and supply‑chain company that connects businesses and consumers across continents. With a robust network spanning North America, Europe, and Asia, arenaflex delivers time‑critical shipments, customs‑clearance expertise, and end‑to‑end visibility for millions of parcels each day. Our commitment to innovation, safety, and customer delight makes us a trusted partner for shippers worldwide. As we continue to expand our ground services footprint, we are looking for enthusiastic, bilingual fresh graduates to join our dynamic Customer Support team in Virginia, USA.

Position Overview

The Entry-Level Bilingual Customer Support Representative – Ground Services role is the front line of arenaflex’s customer experience. You will handle inbound inquiries from U.S. and Canadian clients, provide accurate information on customs‑clearance processes, and process Mastercard payment transactions related to freight‑to‑non‑carrier (FTNC) and arenaflex Ground (FXG) requests. This is an excellent opportunity for recent graduates who are eager to launch a career in logistics, develop bilingual communication skills, and grow within a global organization.

Key Responsibilities

Inbound Client Communication

• Answer incoming calls from U.S. and Canadian customers regarding FTNC‑FXG clearance status and guide them to the appropriate arenaflex division or operating company (OPCO) for resolution.
• Investigate and respond to client inquiries about customs‑clearance requirements for shipments entering Canada, providing clear, concise explanations aligned with CBSA (U.S. Border Administration) guidelines.
• Maintain a professional, courteous tone in both English and French, ensuring a positive experience for every caller.

Payment Processing & Reconciliation

• Process Mastercard payment installments from clients, verifying that each transaction is authorized and not declined.
• Accurately log payment details against the corresponding FTNC transaction in the arenaflex accounting system.
• Communicate directly with customers to resolve payment issues such as incorrect card numbers, expired dates, or declined transactions.
• Collaborate with the FTN Receivables Office to investigate and resolve credit‑card payment discrepancies.
• Assist the billing team in generating credit notes for disputed FTNC requests, ensuring timely and accurate financial adjustments.

Internal Customer Service Support

• Provide arenaflex Express Customer Service Agents with guidance on customs‑delay inquiries and FTNC clearance notifications received via email.
• Organize and dispatch Low‑Value Shipment (LVS) archives for mailing, maintaining strict confidentiality and data integrity.
• Respond to internal queries from other arenaflex OPCOs, facilitating cross‑functional collaboration.
• Prepare and ship FTNC documentation to customers as required, adhering to service‑level agreements.
• Perform additional duties assigned by the team manager, demonstrating flexibility and a willingness to learn.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Logistics, or a related field.
• Fluency in both English and French, with excellent written and verbal communication skills.
• Strong interpersonal abilities and a genuine passion for delivering superior customer service.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with IBM AS/400 or similar enterprise applications.
• High level of accuracy and attention to detail when handling financial transactions and data entry.
• Ability to manage a high volume of calls and emails while maintaining composure and professionalism.

Preferred Qualifications

• Previous experience in a call‑center, logistics, or customs‑clearance environment (internships or part‑time roles are acceptable).
• Knowledge of U.S. and Canadian customs regulations and the CBSA framework.
• Experience with payment processing platforms or financial reconciliation tools.
• Certification in customer service excellence (e.g., COPC, ITIL) or related training.

Core Skills & Competencies

• Analytical Thinking: Ability to interpret customs documentation, identify discrepancies, and propose solutions.
• Problem‑Solving: Quickly resolve payment and clearance issues, escalating when necessary.
• Communication: Clear articulation of complex logistics concepts to diverse audiences.
• Team Collaboration: Work effectively with billing, operations, and regional teams across time zones.
• Technology Adaptability: Comfort learning new software platforms and navigating enterprise systems.
• Time Management: Prioritize tasks to meet service‑level targets and maintain high productivity.

Tools & Technologies You’ll Use

• arenaflex’s proprietary accounting and shipment‑tracking system (AS/400 based).
• Microsoft Office Suite – especially Excel for data reconciliation.
• CRM platforms for logging customer interactions.
• Standard office equipment (fax, scanner, printer) for document handling.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a junior member of the Customer Support team, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned logistics professionals.
• Continuous learning modules covering customs regulations, payment processing, and advanced communication techniques.
• Clear career pathways to roles such as Senior Customer Service Analyst, Customs Compliance Specialist, or Operations Supervisor.
• Opportunities to rotate across different functional areas (e.g., billing, operations, sales) to broaden your skill set.
• Support for certifications and industry conferences, reinforcing your expertise and professional network.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage of $25 per hour, reflecting the value we place on fresh talent. In addition to base pay, you will enjoy:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Paid time off, holidays, and flexible scheduling to support work‑life balance.
• Employee assistance programs, wellness initiatives, and on‑site fitness facilities.
• Transportation reimbursement or parking subsidies for Virginia‑based staff.
• Recognition programs that celebrate outstanding customer service achievements.

Work Environment & Culture at arenaflex

Our Virginia office is a collaborative hub where diversity, inclusion, and continuous improvement are core values. You will be part of a multicultural team that respects linguistic abilities and encourages bilingual communication. arenaflex promotes:

• Open‑door leadership that welcomes ideas from all levels.
• Regular team‑building events, both virtual and in‑person, fostering camaraderie.
• Commitment to sustainability, with initiatives aimed at reducing carbon footprints in ground transportation.
• Transparent performance feedback and goal‑setting processes.
• A safe, ergonomically designed workspace equipped with the latest technology.

How to Apply

If you are a motivated graduate with a passion for logistics, bilingual communication, and customer service excellence, we want to hear from you. Join arenaflex and start a rewarding career that offers growth, learning, and the chance to make a tangible impact on global trade.

Apply Now – Begin Your Journey with arenaflex!