Customer Service Specialist - Virtual Company
Youngstown, OH 44515
About the Job
Summary: Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, customer supply chain & forecasting support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.
Essential Duties and Responsibilities Includes the following:
- Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
- Identify and assess customers’ needs to achieve satisfaction
- Strong verbal, written communication and presentation skills
- Operate as the lead point of contact for all matters specific to your customers and outside Sales Reps and Manufacturing Reps
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Pricing administration activities to include but not limited to price book data entry, price monitoring, pricing updates, tiered level pricing by segment, reporting
- Work with Procurement and Engineering as needed on requotes
- Manage Customer Supply Chain Management, stocking requirements & forecasting reviews
- Assist Engineering to maintain current drawing specifications on file, item description management
- Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
- Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.
- Actively reach out to customer base, setting goals for targeted contact schedules and outbound calling campaigns
- Manage specific account sales activities and customer concerns, engage as needed where Regional Sales Representative is not assigned
- Lead contact on designated C & D accounts
- Other tasks and special projects as required
Qualification Requirements:
Education and/or Experience:
- College education (Associates Degree, Bachelors preferred) recommended but not required
- 2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries
- Supply Chain Management, forecasting, stocking program experience preferred
- Strong written and verbal communication skills
- Track record of over-achieving quota and excellent teamwork skills
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.
