Payrate: $22.00 - $22.00/hr.
Summary:The Customer Service Representative I provides frontline support by responding to customer inquiries related to products, pricing, and lead times. They manage the full order process—including accepting, verifying, entering, and confirming orders—while proactively communicating scheduling updates to customers. The role may also involve processing warranties, returns, and related reimbursements.
Working under the supervision of the Pricing and Customer Service Manager, a CSR I performs a broad range of duties with minimal day-to-day instruction. Successful performance requires strong knowledge of Vapor Bus policies and procedures, familiarity with Vapor Bus products, Oracle system navigation, and awareness of interdepartmental responsibilities and contacts. The CSR I is expected to understand product markets and component structures, including navigating bills of material to address customer needs effectively.
CSR I employees operate independently, handling routine tasks as well as more complex or sensitive situations. Work is typically reviewed only upon completion and evaluated based on overall results.
Responsibilities- Receives, processes, and verifies the accuracy of orders (PO’s) from customers through various channels including email, EDI, and customer portals. Upon order validation, utilize VBI’s Oracle system for booking, scheduling, and acknowledging.
- Knowledgeable and able to process Commercial, International, and Transit & Bus/Relay orders with the ability to recognize Inco Terms and order impact.
- Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communication of changes to the appropriate personnel/departments.
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem and most appropriate solution, and following up to ensure resolution.
- Ensures and provides gold standard quality service to both internal and external customers.
- Adheres to all safety protocols, housekeeping of assigned areas, and continuous training assigned by manager.
Qualifications- Associate’s degree or equivalent.
- Minimum of 2 years progressive customer service experience.
Skills- Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in-group problem-solving situations; uses reason even when dealing with emotional topics.
- Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
- Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; recognizes accomplishments of other team members.
- Written Communication: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
- Decision Making: Understands the processes and leverages escalation process; able to make decisions without a defined framework.
Pay Transparency: The typical base pay for this role across the U.S. is: $22.00 - $22.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.
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