Customer Service Representative

The Customer Service Representative serves as a primary point of contact for customers, providing responsive, accurate, and solutions-oriented support throughout the sales and order fulfillment process. This role works closely with customers, inside and outside sales, vendors, and internal teams to deliver timely quotations, process orders, monitor order progress, and resolve issues that arise. The Customer Service Representative plays a critical role in supporting VLS’s core focus of creating customers for life by delivering exceptional service, clear communication, and dependable follow-through in a fast paced, team-oriented environment.

Duties and Responsibilities:

• Work directly with customers, via multiple forms of communication, to identify customer needs, providing appropriate recommendations and quotations in the quickest and most efficient manner possible.
• Create and process orders, requests for quotes, product bid requests and lead-time requests received by telephone, fax, e-mail or from the online store.
• Refer customers to appropriate departments, salespeople, or offices for additional assistance, when necessary, with follow-up to ensure proper connections.
• Input of sales orders, purchase orders, and shipping and receiving data.
• Monitor order progress and promptly communicate any delays or issues to the customer promptly.
• Support outside sales in processing orders, quotes and contacting vendors for necessary information.
• Follow Up directly with customers on aging quotes, or extended periods without order.
• Collect and verify customer contact information to ensure the company’s databases are accurate and up-to-date, bringing any issues to marketing and accounts receivables’ attention.
• Assist walk-in customers as needed.
• Assist the Manager of Inside Sales with setting and maintaining product warehouse standard stocking levels.
• Generate picking sheets, pull from stock, pack, seal, label and prepare orders for shipping.
• Work with outside vendors to arrange demos, parts, supplies, etc.
• Support VLS at trade shows and other marketing functions.
• Perform other duties as assigned and directed.

Essential Functions

• Work directly with customers, via multiple forms of communication, to identify customer needs, providing appropriate recommendations and quotations in the quickest and most efficient manner possible.
• Create and process orders, requests for quotes, product bid requests and lead-time requests received by telephone, fax, e-mail or from the online store.
• Refer customers to appropriate departments, salespeople, or offices for additional assistance, as necessary, with follow-up to ensure proper connections.
• Input of sales orders, purchase orders, and shipping and receiving data.
• Monitor order progress and promptly communicate any delays or issues to the customer promptly.
• Support outside sales in processing orders, quotes and contacting vendors for necessary information.
• Follow Up directly with customers on aging quotes, or extended periods without order.
• Collect and verify customer contact information to ensure the company’s databases are accurate..

Other Functions

• Work with outside vendors to arrange demos, parts, supplies, etc.
• Support VLS at trade shows and other marketing functions.
• Work with internal and external partners to solve inaccuracies or issues that have arisen from customer orders.
• Maintain and order office supplies for Erlanger office, as needed.
• Run and provide weekly open order reports and monthly quote reports for Customer Service team.
• Work with finance department to locate missing invoices to ensure timely billing.
• Receive daily mail and packages to Erlanger office and ensure delivery to proper team members.
• Promote the company’s values, capabilities, and solutions with both internal and external clients.
• Perform other duties as assigned.

Qualifications and Education:

• Must have excellent customer service skills (both written and verbal).  
• Must have good organizational skills, being prompt and accurate in submitting quotations, orders, purchase orders, invoices, and monthly expense reports. 
• Working knowledge of theatrical lighting systems and their proper application is strongly desirable.  
• Previous knowledge and experience in theatrical equipment is strongly preferred.
• Strong conflict resolution and ability to make decisions in day-to-day situations.
• Self-motivated, results driven individual, capable of working effectively independently. 
• Successfully pass 5-panel drug screen.
• Experience with CRM programs and Microsoft Office Suite

VLS Core Values:

• At VLS, our core values guide everything we do:
• Do the Right Thing
• Own It
• Customer Driven
• Creative Problem Solutions 

VLS core focus is to create customers for life by delivering exceptional entertainment technology.