Customer Service Specialist

Vaco is hiring for a Customer Service Specialist
Location: Wright City, MO
Pay: $20-$25/hour BOE w/overtime as needed

In this highly visible role, you are responsible for supporting a world-class customer experience by being a passionate advocate for our customers, both internal and external. You are responsible for ensuring our custom products are delivered according to
our customers preferences, needs and schedule. You work in partnership with sales, production, finance and the entire supply chain team to manage the progress of orders through the organization. Working with the customer experience manager, you
will set and deliver customer expectations throughout the organization.

A successful Customer Service Specialist is well organized, has strong written and verbal communication skills and works well in an environment where priorities can change on a regular basis. Collaborating with internal partners will be paramount in achieving our customer experience objectives.

Essential Functions
Customer Support

• Daily outgoing calls to external customers to schedule, confirm, and re-confirm delivery dates, as well as confirming addresses, contact information and delivery requirements. Managed through daily Customer Activities.
• Handle customer complaints and concerns in a professional and timely manner, i.e. follow up on shipping errors, shortages etc. and refer shipping problems to transportation function.
• Enter claims/complaints and communicate those issues to the sales team respectively; ensuring customer concerns are quickly addressed.
• Use tact and diplomacy to navigate difficult situations and turn them into opportunities for superior customer service.
• Manage order payments when necessary and as required.

Order Management

• Plan production schedules, monitor inventories, track progress of production, and review factors which affect schedules.
• Finalization of orders, Check Material, and creation of kits upon daily activity review (at least 3 times/day).
• Manage starts and releases; date changes; order splitting; shortages and respond quickly to changes in the production schedule.
• Manage the capacities of multiple production facilities ensuring orders are coming from the most cost advantaged location based on the needs of the customers.
• Identify shipping requirements as it relates to transportation equipment and delivery areas.
• Provide product and order information, such as in-stock availability, pricing, delivery expectations, etc. to customers and sales team.
• Maintain a working knowledge of customers, services, and products.
• Receive and ship confirm all direct orders.
• Manage any BOL/POD requests or internal processes set forth.

Internal Customer Partnerships

• Review and discuss with production branch managers: capacity, inventory, scheduling and challenges.
• Collaborate with other members of the customer service team, regarding order management needs and balancing branch capacities across the network.
• Collaborate daily with sales, finance, production and the supply chain team to ensure product and carrier availability can meet customers' needs.

Internal Branch Support

• Collaborates daily with Branch manager and Production Team.
• Print and package production documents related to (pull tickets, load sheets and labels.)
• Willing to learn other job functions for branch and production coverage such as kitting, ship confirming, dispatch, material ordering, etc.
• Ability to function as interim within a facility when necessary for functions above.

Order Entry/Quoting (Not required optional to learn for expanded knowledge and growth)

• Ability to utilize EQ for manual order entry.
• Process basic quotes/take offs in EQ per customer requests.
• Upload EQ quotes into Oracle sales orders.

Position Requirements
Education:

• Associate degree preferred

Experience:

• Minimum three (3) years of customer facing experience
• Supply chain experience is preferred
• Logistics experience highly preferred

Knowledge, Skills and Abilities:

• Strong soft skills with the ability of providing superior customer service
• Ability to work well in a team environment
• Ability to follow up with customers and colleagues in a timely manner
• Ability to complete tasks in a detailed manner, ensuring accuracy in all work before its completed
• Ability to make informed decisions with a sense of urgency
• Ability to form strong working relationships and communicate effectively within cross-functional internal customers
• Ability to handle multiple projects under limited supervision
• Demonstrated ability to work within the dynamic and evolving work cycle as it relates to the building products industry
• Data entry and computer skills in MS Windows environment; Proficient in Excel

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individuals skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the companys 401(k) retirement plan.