Customer Service Coordinator

About the role

Valley Craft Industries is looking for an enthusiastic Customer Service Representative to join our Sales/Customer Service Department. Our Customer Service Representatives serve as our front-line relationship with valued customers. The ideal candidate will have a passion for putting the customer first and thrive in a fast-paced, multi-tasking environment.

Responsibilities

• Create a positive experience for all VCI customers and potential customers
• Provide effective and timely communication via phone and email
• Respond to and address customer inquiries such as product specifications, pricing, and availability
• Handle aspects of quotes, order entry, RMAs, technical support, and other daily tasks
• Perform organized data entry with attention to detail
• Educate customers, review their needs analysis, and provide solutions
• Problem solve and generate practical and sensible solutions with customers and colleagues
• Multitask and adapt to complete various change requests accurately and in a timely manner
• Work as an extension of the sales department with incoming and outgoing sales needs
• Perform customer satisfaction surveys, quote follow-up, and customer engagement via phone/email
• Develop and maintain a comprehensive understanding of VCI’s products and processes
• Collaborate and work closely with sales and other departments to provide additional support
• Be an active team player throughout VCI to achieve wider customer and company objectives
• Maintain a positive attitude and open line of communication with customers, co-workers, and management
• Provide feedback and continuous improvement opportunities to management and cross-functional teams
• Input and track metrics within the customer management database
• Perform other related duties as assigned

Requirements

• High school diploma or equivalent experience
• 2+ years of successful customer service experience preferred
• Excellent listening, verbal, written, and interpersonal communication skills
• Strong technical aptitude and customer service skills
• Self-motivated, organized, detail-oriented, and strong work ethic
• Excellent PC and internet skills, including experience using Microsoft Office, Outlook, and Excel
• Ability to work well individually or as a team while multitasking and prioritizing in a fast-paced environment
• Adopt a consultative, solution-based customer service methodology
• Adaptable and coachable, seeking feedback to incorporate into daily work style
• Experience with ERP/CRM systems; Epicor is a plus but not required
• Sales support experience is a plus but not required