Customer Service Representative chez Volm Companies

Job Title:             Customer Service Representative                             

Reports To:         Distribution Operations Director

Job Summary 

The Customer Service Representative is responsible for daily customer order data entry, logistical coordination between customer needs, warehouse personnel, and delivery personnel. The Customer Service Representative also coordinates returns between customers, Sales support, Warehouse personnel, and the Finance team. 

Supervisory Responsibilities 

N/A 

Essential Duties 

• Receive customer orders via phone, email, in person, and through sales staff. 
• Enter customer order data and requested transfers daily. 
• Coordinate with Warehouse leadership to maximize trailer loads and ensure on-time delivery to customers. 
• Coordinate expedited delivery and special customer requests with Warehouse personnel. 
• Coordinate intercompany transfers with other branches. 
• Prepare and ship parcel and LTL customer orders and intercompany transfers. 
• Communicate holiday closures and other important information to customers as needed. 
• Answer incoming phone calls and answer customer questions as able, relaying information to appropriate stakeholders as needed. 
• Perform other functions required as needed.

Required Skills and Abilities 

• Ability to work from and understand verbal and written instructions.
• Ability to present information and recommendations in a clear and concise manner.
• Ability to manage stress in a fast-paced work environment.
• Ability to successfully manage multiple projects and deadlines.
• Ability to effectively work with material and resource planning systems, spreadsheets, word processing documents, and other applicable computer systems and software.
• Capacity to think critically, analyze, and track details/data and make competent decisions based on those details/data.
• Proven ability to work independently or collaboratively in a team environment.
• Ability to communicate in both the written and spoken language of English to a level that will allow the safe and effective performance of the job.

Education and Experience 

• Knowledge of general business administration normally acquired by the completion high school diploma, certificate, or equivalent work experience.
• Demonstrated proficiency using Microsoft Excel, Word, Power Point, and Outlook.
• Previous experience using ERP systems preferred.

Physical Requirements 

• Ability to stand, walk, and move around for extended periods of time.
• Capability to lift and carry objects of various weights up to 50 pounds occasionally.
• Proficiency in using hands, fingers, and arms for tasks such as typing and writing.
• Sufficient visual acuity to read documents and recognize details at close and distant ranges.
• Ability to hear and understand verbal communication.
• Flexibility to bend, stoop, and reach low or high objects occasionally.
• Ability to perform physically demanding tasks, such as lifting, pushing, pulling, or carrying heavy objects occasionally.
• Work is typically performed in an office environment though certain tasks/projects may occur outside or in a manufacturing environment.
• Willingness to adhere to safety protocols and wear protective gear, including helmets, goggles, gloves, and safety shoes, as required by the job.

Company Culture & Values

• A Commitment to Our Purpose (COMMITTED PEOPLE) – Our mission is to serve and build up our customers, suppliers, communities, and each other, guided by the principles of our Lord Jesus Christ.  The commitment to serving and building up is easily seen in those employees that exemplify this value.
• Without Our Customers We Are Nothing (CUSTOMER FIRST) – We realize that we are blessed to serve our customers and without them, our company does not exist.  They rely on us for their success and that is a responsibility we cannot take lightly.  Our focus must be on serving them with as seamless communication and access to products as possible.
• Kind, Humble and Positive (HUMBLE) – These positive traits do not mean being a doormat to others.  But when a person is kind, humble and positive it comes through in their genuine caring for those around them.
• A Desire For “Expert” (EXPERTS) – Our people want to be seen as the experts in their specific roles.  From how we convert a bag efficiently and with highest quality, to knowledge of the product portfolio, to desiring to know more about tax or human resource policy – the desire for “expert” drives us in each of our roles.
• Intentional Growth – Developing of Self and Others (PERSONAL GROWTH)– Times, tools, and customer expectations change.  Our team members are interested in developing themselves and those around them.   We know that a stronger team is one that makes our customers and our fellow employees happier.
• Strong Work Ethic (HARD WORKERS) – The commitment to serve those around us is honorable and we respond to this by putting our strongest effort into that purpose.
• High Expectations of Self and Others (HIGH EXPECTATIONS) – We expect ourselves, and those around us, to put in our best effort.  When others struggle, we help them align towards perfection.  When we struggle, we are open and humble to hear it and course-correct accordingly.
• If It Isn’t Safe, We Don’t Do It (SAFETY) – All people deserve to return home to their loved ones safely and work in an environment where they can best execute their tasks safely.  When choosing between safety and profit, safety and efficiency, safety and feelings, safety, and “x” – we choose safety.

Travel Requirements 

N/A

This job description is intended as a general outline of the primary responsibilities of the position. It is not intended to be an exhaustive or comprehensive list of all duties, responsibilities, or activities that may be required. The employer reserves the right to modify, add, or remove any responsibilities, duties, or activities as deemed necessary with or without notice. 

Volm Companies is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities and other protected characteristics. If you require reasonable accommodation to perform the essential functions of the job, please inform us and we will work with you to address your needs.

Benefits

As a family-owned and operated company, we offer a comprehensive benefits package designed to support you and your family. We offer a strong foundation of benefits, including access to medical, dental, and vision coverage, an HSA employer contribution, and a 401k with profit sharing to secure your future. To support your overall well-being and family life, we offer additional benefits beyond the core package, such as paid vacation, wellness stipends, childcare reimbursement assistance, and much more. We are committed to continuously enhancing our benefits to meet the evolving needs of our team.