Senior Customer Service Representative – Aerospace Account Management, Order Processing & Contract Administration Specialist

About arenaflex

At arenaflex, we believe exceptional customer experiences are the backbone of every successful business. As a forward-thinking organization operating at the intersection of advanced manufacturing and high-stakes industries, arenaflex partners with customers who demand precision, reliability, and unwavering responsiveness. Our culture is built on entrepreneurial thinking, lean operational excellence, and a relentless commitment to delivering value at every customer touchpoint. When you join arenaflex, you become part of a team that treats every customer interaction as an opportunity to strengthen partnerships, solve meaningful problems, and drive long-term mutual success. We foster an environment where initiative is celebrated, career growth is accelerated for those who earn it, and the entrepreneurial spirit isn't just a phrase—it's how we operate daily.

We are currently seeking a polished, detail-oriented, and customer-obsessed professional to join our Customer Service team as a Senior Customer Service Representative. This role is ideal for someone who thrives at the intersection of account management, contract administration, and cross-functional project coordination. If you are passionate about delivering best-in-class service while managing the complexities of order processing, customer negotiations, and lean process improvement, we invite you to explore this opportunity with arenaflex.

Position Summary

The Senior Customer Service Representative at arenaflex serves as the primary liaison between our Business Unit and a portfolio of assigned customers. This role is responsible for processing customer orders, administering contracts, and ensuring superior service delivery across every phase of the customer lifecycle. In this capacity, you will exercise authority for planning, organization, control, integration, and successful completion of customer-focused projects within your assigned area of responsibility. You will act as the voice of the customer internally while ensuring that all business unit functions align with customer needs, contractual obligations, and arenaflex's broader strategic goals.

This position is ideal for a seasoned professional who enjoys variety in their workday, excels at building relationships, and is energized by the challenge of balancing multiple customer accounts, competing priorities, and tight deadlines in a dynamic, fast-paced environment.

Key Responsibilities

Customer Relationship Management & Communication

• Serve as the primary interface with assigned customers on all issues involving customer orders, contracts, and related activities, ensuring effective two-way communication and feedback loops.
• Provide effective, professional customer service while developing a deep understanding of customer needs, expectations, and long-term business objectives.
• Act as the voice of the customer to drive all functions within the business unit toward high customer satisfaction and excellent scorecard ratings.
• Communicate proactively with outside Sales personnel to ensure awareness of and alignment with arenaflex goals and customer requirements.

Order Processing & Fulfillment

• Work in conjunction with the Contracts & Customer Service Director to service and manage order processing and entry, as well as resolution of any associated issues.
• Process repair orders, new orders, and customer portal alignment and maintenance as required.
• Provide timely resolution on customer order processing, customer inquiries, customer order tracking and reporting, RFQ (Request for Quote) submittals and status updates, short flows and expedites, AOG/Spares, A/R disputes, and RMA coordination and processing.
• Prepare, review, and submit quotes to customers as required.

Project Coordination & Reporting

• Coordinate project personnel to specific phases or aspects of customer projects, ensuring alignment and timely execution.
• Prepare interim and completion program schedules, status reports, and budget reports for internal and customer-facing review.
• Schedule and manage cross-functional meetings for customer issue resolution, ensuring all stakeholders are informed and engaged.

Contract Administration & Scope Management

• Monitor projects for task requests that represent a change in program scope, identifying cost and schedule impacts for changes in scope.
• Work closely with the Contracts Manager to negotiate equitable adjustments to customer contracts when scope changes occur.
• Ensure contract terms are properly reviewed, administered, and flowed down to relevant internal stakeholders.

Process Improvement & Strategic Recommendations

• Interact with internal organizations to effectively resolve customer issues on a proactive basis before they escalate.
• Support Lean process improvement initiatives, including standard work development and maintenance, and participate in associated projects as a contributing team member.
• Make recommendations to Management on customer opportunities, potential risks, and emerging issues that could impact the business unit's performance.

Essential Qualifications

• A minimum of 5–7 years of related customer service, account management, or contract administration experience.
• Proven experience in Customer Purchase Order Review, Entry, and Fulfillment.
• Strong customer-facing support background with demonstrated experience in the day-to-day management of a defined customer account base.
• Experience in the review and interpretation of Customer Purchase Orders, RFQs, and other requirements flowing through customer contract documents.
• Solid background in contract review, administration, and flow down of terms to internal teams.
• Effective oral and written communication skills, with the ability to tailor messaging for both customers and internal stakeholders.
• Proven team player with the ability to effectively relate to all levels of an organization, from shop floor to executive leadership.
• Self-directed with strong organizational skills and the ability to meet deadlines consistently in a high-volume environment.
• Ability to maintain strict confidentiality and exercise discretion when handling sensitive customer and business information.

Preferred Qualifications & Competencies

• Experience working in aerospace, defense, manufacturing, or other highly regulated industries is highly desirable.
• Familiarity with ERP systems, customer portals, and order management software.
• Demonstrated success in supporting Lean, Six Sigma, or other continuous improvement initiatives.
• Strong analytical skills with the ability to interpret customer data, identify trends, and recommend actionable improvements.
• A customer-first mindset combined with a strategic, solutions-oriented approach to problem solving.
• Comfort navigating ambiguity and managing competing priorities without sacrificing quality or attention to detail.

What We Look For in Our People

At arenaflex, we hire individuals who are curious, driven, and committed to excellence. We value people who take ownership of their work, embrace accountability, and continuously seek opportunities to learn and improve. Our ideal candidate is someone who builds trust easily, communicates with clarity and confidence, and approaches every customer interaction as a chance to strengthen the relationship. If you are a self-starter who thrives in a collaborative environment and takes pride in delivering accurate, timely, and high-quality work, you will find a home at arenaflex.

Compensation, Benefits & Perks

arenaflex is proud to offer a comprehensive compensation and benefits package designed to reward performance, support well-being, and empower professional growth. Our offerings include:

• Competitive Compensation & Holiday Pay – We recognize and reward the talent and dedication of our team members.
• Comprehensive Health Benefits – Robust medical, dental, and vision coverage for you and your family.
• 401(k) Retirement Plans – Build your financial future with our employer-supported retirement savings program.
• Generous Paid Time Off – Annual PTO offerings that scale with your level and tenure at arenaflex.
• Entrepreneurial Environment – Less red tape and more autonomy; we trust our employees to make smart decisions and drive results.
• Vibrant, Fun Culture – A promising and energetic workplace that values camaraderie while also respecting work/life balance.
• Accelerated Career Development – Fast growth opportunities and quicker career advancement for the right candidates who consistently deliver excellence.
• Mentorship & Personal Growth – Access to experienced mentors who are invested in helping you grow both personally and professionally.

Work Environment & Culture at arenaflex

Working at arenaflex means joining a team that genuinely cares about its people, its customers, and its craft. We operate with the agility of a smaller organization while delivering the impact and quality of an industry leader. Our culture emphasizes collaboration over hierarchy, innovation over stagnation, and continuous learning over complacency. We are committed to creating a workplace where every voice is heard, every contribution matters, and every employee has the tools, support, and opportunity to thrive. Whether you are coordinating a complex customer issue, leading a process improvement project, or simply checking in with a long-standing client, you will find that arenaflex empowers you to do your best work—every single day.

Career Growth & Learning Opportunities

At arenaflex, career development is not a buzzword—it is a commitment. From day one, you will be paired with mentors who will guide you through the nuances of our business, our customers, and our industry. As you grow your skills and prove your capabilities, you will have access to expanded responsibilities, leadership opportunities, and cross-functional projects that broaden your professional horizons. We invest in our people because we know that our continued success depends on the growth and engagement of our team members. If you are looking for a place where hard work is recognized, excellence is rewarded, and ambition is matched with opportunity, arenaflex is the place for you.

How to Apply

If you are a seasoned customer service professional ready to take the next step in your career with a company that truly values its people and its customers, we want to hear from you. Join arenaflex and become part of a team that is redefining what exceptional customer service looks like in a complex, fast-moving industry. Bring your expertise, your energy, and your commitment to excellence—and let us show you what a rewarding career at arenaflex can look like. Apply today and start your next chapter with us.