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Customer Service Representative

2 months ago

Cleveland, Ohio, United States Theatre Technology, Inc. Full time

Job Summary

The Customer Service Representative is a full-time position based in our Solon, OH location. Our reps are responsible for managing and building relationships with existing customers, creating new customer relationships, and fulfilling our e-commerce orders. Working directly with customers and the Account Executive to meet or exceed monthly sales budgets at an appropriate margin, while providing superior customer service.

Key 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.

Requirements

  • A Bachelor of Arts in Technical Theatre is desirable.
  • Must have good communication skills (both written and verbal).
  • 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.
  • Must be able to pass 5-panel drug screen.
  • Working knowledge of lighting systems and their proper application is strongly desirable.
  • Previous knowledge and experience of proper operation of lighting control equipment is strongly preferred.
  • Experience with Freshdesk, Quickbooks recommended but not required.

VLS Core Values

  • Do the right thing
  • Own it
  • Customer Driven
  • Creative problem solutions