Entry‑Level Bilingual Customer Support Representative – arenaflex Ground Services – $25 per Hour – US‑Canada Customs & Billing Assistance

About arenaflex – Your Gateway to Global Logistics Excellence

arenaflex is a world‑leading logistics and supply‑chain solutions provider, connecting businesses and consumers across continents with speed, reliability, and innovative technology. With a legacy of more than a century in the industry, arenaflex has built a reputation for delivering exceptional service, fostering a culture of continuous improvement, and investing in the growth of its people. As a member of the arenaflex family, you will be part of a dynamic network that values diversity, encourages collaboration, and empowers every employee to make a meaningful impact on the global flow of goods.

Why This Role Matters

Our Ground Services division handles millions of shipments each year, ensuring that packages move smoothly across borders while complying with customs regulations and financial policies. The Entry‑Level Bilingual Customer Support Representative is the frontline champion for our customers in the United States and Canada. You will be the trusted voice that clarifies customs clearance procedures, processes payment authorizations, and resolves billing inquiries—helping shippers stay informed, confident, and satisfied.

Key Responsibilities

Inbound Customer Interaction

• Answer inbound calls and emails from U.S. and Canadian shippers regarding arenaflex Ground Services customs clearance status, payment authorizations, and shipment tracking.
• Provide clear, accurate information in both English and French, ensuring compliance with U.S. Customs and Border Protection (CBP) and Canada Border Services Agency (CBSA) guidelines.
• Escalate complex issues to the appropriate internal teams—such as the Customs Compliance Unit, Revenue Operations, or the Regional Operations Center—while maintaining ownership of the customer experience.

Payment & Credit Card Processing

• Process Mastercard and Visa payment authorizations for customs duties and brokerage fees, verifying that each transaction is approved and correctly logged in the arenaflex financial system.
• Accurately reconcile payment records against shipment invoices, ensuring that all charges are reflected in the customer’s account.
• Identify and resolve payment exceptions, such as declined cards, incorrect expiration dates, or mismatched billing information, by communicating directly with the shipper and coordinating with the Accounts Receivable team.

Documentation & Record Keeping

• Maintain meticulous logs of all payment transactions, customs inquiries, and resolution steps within the arenaflex enterprise resource planning (ERP) platform.
• Generate and file credit notes for disputed customs charges, collaborating with the Revenue Operations team to ensure timely issuance and accurate accounting.
• Support the creation and distribution of Low‑Value Shipment (LVS) archives for internal audit and regulatory compliance purposes.

Cross‑Functional Collaboration

• Partner with the arenaflex Express Customer Service team to address shipment‑related questions that arise from customs delays or clearance holds.
• Respond to internal inquiries from other arenaflex operating companies (OPCOs) seeking clarification on customs duties, payment status, or shipment routing.
• Assist the Operations Manager in ad‑hoc projects, such as process improvement initiatives, training material development, and performance reporting.

Essential Qualifications

• Education: Bachelor’s degree in Business, Finance, International Trade, or a related field. A high school diploma (or equivalent) is required; a secondary school certificate is a minimum baseline.
• Language Proficiency: Bilingual fluency in English and French (both written and spoken) is mandatory to serve our North‑American customer base.
• Technical Skills: Proficiency with Microsoft Office Suite (Word, Excel, Outlook), familiarity with IBM AS/400 or similar mainframe environments, and comfort using web‑based ticketing and CRM platforms.
• Customer Service Aptitude: Demonstrated ability to handle high‑volume inbound communications with professionalism, empathy, and a solutions‑oriented mindset.
• Analytical Ability: Strong attention to detail for accurate payment processing, data entry, and issue resolution.

Preferred Qualifications & Additional Assets

• Previous experience in logistics, freight forwarding, or customs brokerage, even in an internship or part‑time capacity.
• Knowledge of U.S. CBP and Canadian CBSA customs regulations, duties, and brokerage fees.
• Experience with financial reconciliation, invoicing, or credit note issuance.
• Certification in customer service excellence (e.g., HDI, ITIL) or a related professional credential.
• Ability to quickly learn and navigate complex ERP or customs management systems.

Core Skills & Competencies for Success

• Communication: Clear, concise, and courteous verbal and written communication in both English and French.
• Problem‑Solving: Ability to diagnose issues, propose actionable solutions, and follow through until resolution.
• Time Management: Efficiently prioritize tasks in a fast‑paced environment while meeting service level agreements (SLAs).
• Team Collaboration: Work constructively with cross‑functional teams, sharing knowledge and supporting collective goals.
• Adaptability: Thrive in a dynamic setting where policies, regulations, and customer expectations evolve regularly.
• Technical Literacy: Comfort with data entry, spreadsheet manipulation, and navigating multiple software interfaces simultaneously.

Career Growth & Learning Opportunities

arenaflex is committed to investing in the professional development of its employees. As a new graduate or entry‑level professional, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned arenaflex specialists.
• Ongoing training modules covering customs regulations, financial systems, and advanced customer service techniques.
• Opportunities to pursue internal certifications and attend industry conferences, expanding your expertise in global logistics.
• Clear career pathways toward roles such as Customs Compliance Analyst, Revenue Operations Specialist, Operations Supervisor, or Regional Customer Experience Manager.

Work Environment & Culture at arenaflex

Our offices in Virginia, USA, foster a collaborative, inclusive, and high‑energy atmosphere. Key cultural pillars include:

• People‑First Philosophy: We prioritize employee well‑being, offering flexible scheduling, wellness programs, and a supportive community.
• Innovation Mindset: Employees are encouraged to share ideas that improve processes, technology, and customer experiences.
• Diversity & Inclusion: A multilingual, multicultural workforce reflects the global nature of our business and enriches team dynamics.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, bonuses, and career advancement.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage of $25 per hour, reflective of the skill set and bilingual capabilities required for this role. In addition to base pay, you will enjoy a comprehensive benefits package that may include:

• Health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Paid time off (PTO), holidays, and sick leave.
• Employee assistance programs (EAP) for personal and professional support.
• Tuition reimbursement for continued education and certification pursuits.
• Employee discount programs for arenaflex services and partner offerings.

How to Apply

If you are a motivated, bilingual individual eager to launch a rewarding career in logistics and customer support, we want to hear from you. Join arenaflex and become part of a global team that values your talent, encourages your growth, and celebrates your successes.

Apply Now and start your journey with arenaflex today!