Customer Service Representative I

VT Industries•Sac City, IA

3d•Hybrid

About The Position

This role serves as the primary initial contact for customer interactions across various channels including phone, email, and in-person. The representative will be responsible for processing quotes and orders, preparing shop floor details for production, and executing proactive outbound sales calls. A strong focus on providing exceptional customer service and sales activities is essential. The position requires responding to customer questions promptly, understanding and applying fire label requirements, and identifying/resolving issues with orders. Collaboration with team members to foster a positive customer experience and ensure efficient, accurate, and timely order completion to meet delivery schedules is key. The role also involves assisting with internal ordering for inventory replenishment, working with vendors, supporting the 5S/lean program through workstation organization, and multitasking in a fast-paced environment. Additional duties include researching and processing credit claims, collaborating with various departments (accounting, production, sales, management), investigating credit claim requests, assigning credit reasons, processing orders for customers with CIA terms, and creating IFS reports. The team member will work individually and collaboratively to promote a positive and engaging work environment, adhere to safety rules, and complete special projects.

Requirements

Bilingual in English and Spanish
Pleasant and customer-focused demeanor
Ability to handle difficult or upset customers while maintaining professionalism and tact
Ability to review own work and the work of others ensuring the accuracy of data entry
Ability to use general office equipment
Proficiency in data entry and analysis, telephone etiquette, and payment handling for orders
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and be able to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Eager and willing to gain knowledge of all offered products and processes
Excellent written and verbal communication with internal and external customers
Strong organizational skills
Detail-oriented
Consistently works toward continuous improvement
Adhere to the Code of Conduct to the highest standards
Adhere to the Attendance Policy

Responsibilities

Primary initial contact for customer interactions via phone, email, and in person
Process quotes and orders as requested
Prepare and deliver shop floor details for production
Execute proactive outbound sales calls as needed
Provide exceptional levels of customer service with a strong focus on sales activities
Respond to and answer customer questions in a timely fashion
Read basic hardware templates to determine machining requirements
Understand and apply fire label requirements
Identify issues with orders and provide creative solutions and/or corrections
Work closely with all members of the team to create a positive customer experience
Complete orders efficiently, accurately, and on time to meet scheduled delivery requirements
Assist with internal ordering functions for inventory replenishment and work closely with vendors
Support 5S/lean program by keeping an organized and clean workstation and office space
Multitask and handle a varied number of duties in a fast-paced environment
Research and process credit claims made by customers
Collaborate with accounting, production, sales, and management
Investigate and identify credit claim requests and assign the accurate credit reason
Assist in processing orders for customers with CIA terms
Create IFS reports
Work individually and as a team to promote a positive and engaging work environment
Always adhere to safety rules
Complete special projects and tasks as assigned