Vice President of Customer Service – North American Operations, Order-to-Cash Transformation & Multi-Site Team Leadership at arenaflex

About arenaflex and the Opportunity

arenaflex is a privately held, globally recognized leader in the automotive repair and maintenance products sector, serving as the parent organization to some of the most iconic OEM and Aftermarket brands in the industry today. Headquartered in Cleveland, Ohio, arenaflex operates with a worldwide footprint, employing dedicated professionals who share a common mission: building profitable, enduring growth for every customer we serve, fueled by an unrelenting drive to consistently exceed expectations.

Our organization is built on a foundation of operational excellence, customer obsession, and continuous improvement. We believe that superior customer service is not simply a department — it is a strategic differentiator that shapes brand loyalty, drives revenue, and powers long-term success across every business unit we operate. To that end, arenaflex is now seeking an exceptional, transformational leader to step into the role of Vice President of Customer Service – North American Operations, Order-to-Cash Transformation & Multi-Site Team Leadership.

This is a rare opportunity for a proven customer service executive to take ownership of North American customer service across the entirety of arenaflex's diverse business units. The incoming VP will lead the unification, elevation, and modernization of our customer service organization — spanning order management, customer experience, and support operations — while serving as a critical bridge between customer service and the broader enterprise functions of IT, Finance, Sales, Planning, and Distribution.

Position Overview

The Vice President of Customer Service at arenaflex will hold enterprise-level responsibility for the strategic direction, operational performance, and cultural development of the North American customer service function. Reporting to senior leadership, this executive will oversee the consolidation of customer service departments, the implementation of standardized policies and procedures, and the deployment of best-in-class technology and analytics platforms. The role is both strategic and hands-on: the VP will set the vision while remaining deeply engaged in process improvement, KPI development, and team leadership.

The successful candidate will possess an exceptional command of the end-to-end order-to-cash process, demonstrated success managing high-performing customer service teams across domestic and international locations, and a track record of driving transformation in complex, multi-business-unit environments. Oracle or SAP ERP experience is required, as is a background in consumer packaged goods or finished goods manufacturing. Familiarity with automotive aftermarket customers and US-based distribution operations will be highly regarded.

Key Responsibilities

Strategic Leadership & Organizational Development

• Lead, unify, and develop arenaflex's North American customer service departments, including order management and customer experience teams, across all business units.
• Draft, implement, and execute comprehensive policies, procedures, and standards that ensure a consistently excellent customer service experience.
• Drive customer service role standardization across the enterprise, ensuring alignment with best practices and operational efficiency.
• Develop role-based KPIs with appropriate tracking mechanisms, performance dashboards, and accountability structures.
• Represent the customer service function on key cross-functional corporate initiatives, ensuring the voice of the customer is heard in every strategic decision.
• Partner with executive leadership to align customer service strategy with broader business objectives, growth targets, and customer retention goals.

Operational Excellence & Process Improvement

• Review existing processes and procedures continuously, identifying and implementing improvements that drive efficiency, scalability, and quality.
• Direct and oversee customer service processes, including establishing robust internal control procedures, conducting audits, and maintaining comprehensive documentation.
• Identify, evaluate, and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and customer retention.
• Ensure full compliance with all internal policies, procedures, and customer-specific requirements related to order processing and fulfillment.
• Perform root cause analysis on service issues, develop corrective action plans, and drive sustainable improvements.
• Schedule workload and standardize work hours driven by the needs of arenaflex's US-based customer base.

Cross-Functional Collaboration & Technology Partnership

• Act as the primary liaison between customer service and other functions within arenaflex, including IT, Finance, Sales, Planning, and Distribution.
• Build strong relationships with IT to ensure there are no gaps in our collective ability to meet customer needs, leveraging Oracle and/or SAP ERP environments.
• Collaborate on the research, selection, and implementation of tools and systems related to order management functions.
• Leverage advanced analytics, Power BI data visualization, Office 365 SharePoint, and Teams to enhance reporting, communication, and operational insight.

Team Leadership & Talent Development

• Recruit, interview, hire, and train departmental staff, building a high-performing, engaged, and diverse customer service organization.
• Oversee the daily workflow of the department, ensuring service levels, productivity, and quality standards are consistently achieved.
• Provide ongoing performance feedback, coaching, mentorship, and development opportunities to team members at all levels.
• Foster a culture of accountability, continuous learning, customer empathy, and operational excellence throughout the customer service organization.
• Manage and develop teams across domestic and international locations, with up to 20% overnight travel required domestically and internationally.

Essential Qualifications & Experience

Required Education & Experience

• Bachelor's degree from an accredited institution.
• Minimum of 10 years of progressive experience leading high-performing customer service organizations.
• Extensive experience with EDI and manual order management within Oracle and/or SAP ERP environments.
• Call center and CRM management experience at a senior leadership level.
• Experience servicing automotive aftermarket customers from US-based distribution centers.
• Demonstrated experience managing customer service and customer experience within a consumer packaged goods or finished goods manufacturer.
• Experience working across multiple business units operating on different order management systems.
• Valid passport and willingness to travel up to 20% overnight, both domestically and internationally.

Preferred Qualifications

• Experience researching and implementing tools and systems related to order management functions.
• Understanding of order receipt to delivery supply chain concepts and processes.
• Deep understanding of the order-to-cash process end-to-end.
• Power BI data visualization development experience is a strong plus.

Core Skills & Competencies for Success

• Technical Proficiency: Advanced Excel, PowerPoint, and Word skills; proficient in Office 365 SharePoint and Teams.
• Analytical Acumen: Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Leadership Presence: Strong management and leadership skills with a demonstrated ability to inspire, coach, and motivate high-performing teams.
• Communication Excellence: Excellent verbal and written communication skills, with the confidence and ability to hold complex conversations with US-based customers.
• Interpersonal Savvy: Excellent interpersonal and customer service skills, with the ability to build trust and influence across all levels of the organization.
• Organizational Mastery: Excellent organizational skills and meticulous attention to detail.
• Language: Must have full English fluency, both written and verbal.

Why Join arenaflex? Career Growth & Development

At arenaflex, we believe that our people are our greatest competitive advantage. As Vice President of Customer Service, you will join a leadership team that values innovation, collaboration, and the relentless pursuit of excellence. We invest deeply in the growth and development of our leaders, offering a wide range of opportunities for continued learning, executive coaching, conference participation, and cross-functional exposure. Whether your ambition is to expand your operational scope, deepen your expertise in customer experience transformation, or progress into broader enterprise leadership roles, arenaflex provides the platform, resources, and sponsorship to help you achieve your aspirations.

Work Environment & Company Culture

arenaflex fosters a dynamic, inclusive, and high-performance work environment where every team member is empowered to make a meaningful impact. Our culture is grounded in mutual respect, transparency, and a shared commitment to delivering exceptional results for our customers and our business. We celebrate diversity in all its forms and are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment at arenaflex without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Our team operates with the agility of a focused, privately held organization and the scale of a global enterprise. This unique combination allows us to move quickly, make decisive investments in our people and technology, and pursue bold initiatives that drive enduring growth. As VP of Customer Service, you will have the autonomy to shape strategy, the resources to execute it, and the partnership of a leadership team that is fully committed to your success.

Compensation, Perks & Benefits

arenaflex offers a highly competitive executive compensation package designed to attract and retain top-tier talent. The package includes a strong base salary, an annual performance-based bonus, equity participation where applicable, and a comprehensive benefits portfolio. Our benefits typically include medical, dental, and vision insurance, life and disability coverage, a 401(k) retirement plan with company match, paid time off, parental leave, tuition reimbursement, and professional development support. Specific details will be discussed during the interview process and tailored to the successful candidate's experience and qualifications.

How to Apply

If you are a transformational customer service leader with deep expertise in order-to-cash, ERP-driven operations, multi-business-unit team leadership, and a passion for exceeding customer expectations, arenaflex invites you to apply for this exceptional opportunity. Join us in Cleveland, Ohio, and around the globe, as we continue to set the standard for customer service excellence in the automotive industry. Bring your vision, your operational expertise, and your leadership presence to arenaflex — and help us shape the future of customer experience across our entire enterprise. We look forward to receiving your application.