Customer Service Representative

4 weeks ago

Fowler, California, United States Volt Full time
Job Summary

Under the general direction of the Lead Customer Service Manager, the Customer Service Representative is responsible for managing customer orders, inquiries, and logistics coordination. This role requires strong communication skills, attention to detail, and the ability to work closely with various departments to ensure customer satisfaction and order fulfillment.

Key Responsibilities
  1. Customer Communication & Order Management
    • Handle inbound customer inquiries, process orders, resolve complaints, and offer product recommendations based on customer needs.
    • Review and edit orders received by fax, mail, or email, ensuring product details, pricing, and terms are accurate and aligned with any existing contracts.
    • Input orders into the system, ensuring accuracy and timely processing.
  2. Shipping & Logistics Coordination
    • Coordinate and manage shipping instructions, release empty rail cars, and file claims with the railroad as needed.
    • Maintain clear communication with customers regarding shipping dates, delays, and other critical information related to their orders.
    • Plan and oversee the movement of inbound and outbound freight, ensuring timely delivery.
    • Negotiate freight quotes and approve incoming freight bills, including UPS and FedEx charges.
  3. Accounts & Payment Monitoring
    • Review customer accounts and payment histories to ensure timely payments and adherence to credit terms.
    • Communicate with past-due accounts to obtain payment status and notify management when necessary.
    • Deduct incoming payments from the weekly Accounts Receivable report, ensuring accounts are up-to-date.
  4. Internal Coordination & Documentation
    • Collaborate with production, sales, shipping, and warehouse teams to expedite shipments and track missing or delayed orders.
    • Process export documentation and ensure compliance with customs requirements for international shipments.
    • Prepare and distribute invoices, certificates of analysis, and other required forms.
  5. Complaint Resolution & Continuous Improvement
    • Investigate and resolve customer complaints, working to ensure customer satisfaction.
    • Maintain organized files of all order-related documentation, correspondence, and shipping records.
    • Prepare various reports and statistics as directed by management.
  6. Inventory & Contract Management
    • Maintain daily and weekly inventory reports and shipping schedules.
    • Log shipments against customer contracts to ensure accurate tracking.
Requirements
  1. Education & Experience
    • High School diploma or GED required; an AA degree or equivalent experience is preferred.
    • At least two years of related experience in customer service or logistics, preferably in a similar industry.
    • Proficiency in Microsoft Word, Excel, and other office software is highly desirable.
  2. Communication & Organizational Skills
    • Strong verbal and written communication skills with the ability to present information effectively to customers and internal teams.
    • Excellent organizational skills, attention to detail, and the ability to prioritize tasks efficiently.
  3. Mathematical & Reasoning Skills
    • Ability to calculate discounts, interest, commissions, and percentages.
    • Strong problem-solving skills, with the ability to interpret a variety of instructions and solve practical problems.
  4. Technical Requirements
    • Intermediate or higher experience with word processing, spreadsheets, and Internet search engines.
    • Typing speed of 40 words per minute or more, with proficiency in 10-key by touch.
Benefits

Volt offers benefits (based on eligibility) that include the following: health, dental, vision, term life, short term disability, AD&D, 401(k), Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

Volt is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Volt is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates.

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