Customer Service Rep II

POSITION DESCRIPTION

The Customer Service Representative provides world-class service through timely responses to customer inquiries, accurate order processing, and creative problem resolution.       

ESSENTIAL JOB RESPONSIBILITIES

• Provide an industry leading customer service experience to our Channel Partners, End Users, and potential customers while maintaining a positive, proactive, and problem-solving approach to account management.
• Receives, prioritizes, and responds to inbound customer inquiries via phone, email, and fax.
• Responsible for order management within defined procedures and policies, which includes: order entry, change requests, cancellations, claims, and returns.
• Proactively looks to resolve customer concerns or requests for assistance, identifying root cause and prevention.
• Responsible for bringing value to the team environment, working with others to complete tasks, projects, and workload on time.
• Exercises empowerment to make decisions which benefits both the business and customers’ needs.
• Maintains Vollrath & Stoelting product knowledge required to support order management and pre & post sale questions.
• Ability to retain information and utilize resources available to find solutions.
• Provide support to our Field Sales Personnel.
• Demonstrate flexibility and willingness to accept new assignments.
• Demonstrates willingness to take initiative for own growth and development.
• Provide training and support for new hires
• Provide support and mentorship for other associates in the department.
• Assigned top-tier accounts and accounts that require a higher level of complexity.
• Ability to handle high volume of workload with accuracy.
• Support switchboard opening and closing procedures as needed. 
• All other duties as assigned. 

SUPERVISORY RESPONSIBILITIES/DIRECT REPORTS

• None. 

TRAVEL

• None. 

QUALIFICATIONS

• 2 years’ Customer Service experience in a manufacturing setting.
• High School Degree or equivalent Required.
• Bachelor’s Degree in Business, Supply Chain, or related field preferred.  
• Demonstrates passion for providing world-class customer service.
• Ability to work quickly and accurately under pressure.
• Must have superior telephone skills and strong written communication skills.
• Strong organizational and multi-tasking abilities.
• Strong computer skills including Microsoft and experience working with an ERP system.
• Basic knowledge of logistics and shipping functions
• Basic technical aptitude (read drawings, understand bill of materials, parts identification).
• Must display a strong sense of urgency and follow through.

CULTURAL REQUIREMENTS

Treat All People with Respect: Our intention is to recognize the diverse experiences, styles, and backgrounds of others, treating everyone with dignity.  We aim to foster an inclusive culture where all team members can be their authentic selves and feel safe in voicing their perspectives.

Take Ownership: Our intention is to match our actions with our words, building trust with others.  We are united in taking responsibility for the success of Vollrath as a whole.

Empower Action: Our intention is to create a workplace where every member can thrive in their growth and contributions with excitement, confidence, and psychological safety.  We support each team member with resources and tools to strengthen collaboration and performance.

Commitment to Those Who Count on Us: Our intention is to drive innovation and practical solutions through understanding the needs of our coworkers, customers, owners, and communities.  We are dedicated to proactively addressing those needs and delivering results.

Life Beyond Work: Our intention is to care for the well-being of every individual we engage with, understanding them as a whole person.  We strive to keep people mentally and physically safe, sending each person home in a condition to build a fulfilling life beyond work.  We encourage balance, allowing our colleagues to pursue their passions.