Position Summary
Vyn is seeking a highly organized, detail-oriented, and customer-focused Customer Service & Sales Support Representative to join our team. This role serves as a frontline ambassador for the company, delivering exceptional customer service while supporting sales operations and maintaining accurate customer and order information.
The successful candidate will interact with customers through phone, email, chat, and in-person communication to address inquiries, resolve issues, process orders, and ensure a seamless customer experience. This position acts as a key liaison between customers and internal departments including Sales, Operations, Production, Logistics, and Accounting. The ideal candidate is a proactive problem solver with strong communication skills, excellent time management abilities, advanced Microsoft Office and Excel proficiency, and experience working with CRM systems.
Key ResponsibilitiesCustomer Service & Customer Experience
- Provide professional, courteous, and timely customer service through phone, email, chat, and in-person interactions.
- Respond promptly to customer inquiries regarding products, pricing, orders, availability, shipping, and company services.
- Deliver accurate and comprehensive product information to customers.
- Assist customers in navigating company systems, ordering processes, and resolving service-related issues.
- Build and maintain strong customer relationships through proactive communication and follow-up.
- Ensure a positive customer experience by addressing concerns quickly and effectively.
- Follow up on customer inquiries and issues to ensure complete resolution and customer satisfaction.
Sales Support & Order Management
- Support the sales team by processing orders, preparing documentation, generating quotes, and responding to customer requests.
- Coordinate order entry, order changes, and order confirmations while ensuring accuracy and timeliness.
- Collaborate with Sales, Operations, Production, and Logistics teams to ensure customer orders are fulfilled efficiently.
- Monitor order status and communicate updates, delays, or changes to customers and internal stakeholders.
- Assist with customer account maintenance and sales-related administrative activities.
- Support promotional initiatives, customer programs, and seasonal sales activities.
Issue Resolution & Problem Solving
- Identify customer needs and provide appropriate solutions to achieve customer satisfaction.
- Investigate customer concerns, complaints, shipping issues, product discrepancies, and service challenges.
- Determine root causes of issues and work collaboratively with internal departments to resolve them.
- Clearly communicate solutions and expectations to customers.
- Escalate complex issues when necessary and monitor progress until resolution is achieved.
CRM, Data Management & Reporting
- Accurately enter, update, and maintain customer, sales, and order information within CRM and company databases.
- Maintain detailed records of customer interactions, transactions, inquiries, complaints, and resolutions.
- Ensure data integrity and accuracy across all systems.
- Generate reports and assist with data analysis to support sales and customer service initiatives.
- Track customer requests and service metrics to identify trends and improvement opportunities.
- Assist with administrative reporting and documentation as required.
Cross-Functional Communication & Coordination
- Serve as a liaison between customers and internal departments including Sales, Production, Operations, Logistics, Purchasing, and Accounting.
- Coordinate information flow between departments to ensure customer needs and business objectives are met.
- Communicate customer feedback and market insights to management and relevant teams.
- Participate in process improvement initiatives to enhance customer satisfaction and operational efficiency.
Product Knowledge & Continuous Improvement
- Maintain a thorough understanding of company products, services, programs, and processes.
- Stay informed on product updates, inventory changes, and company initiatives.
- Provide feedback to management regarding recurring customer concerns and opportunities for process improvements.
- Contribute to achieving departmental goals, service standards, and customer satisfaction targets.
QualificationsEducation & Experience
- Previous experience in customer service, sales support, account coordination, or administrative support roles.
- Experience working with CRM systems and maintaining customer databases.
- Experience processing orders and coordinating with multiple departments is considered an asset.
Skills & Competencies
- Exceptional customer service and relationship-building skills.
- Strong verbal and written communication abilities.
- Excellent organizational and time management skills.
- Advanced attention to detail and accuracy in data entry and documentation.
- Strong problem-solving and conflict-resolution skills.
- Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
- Strong collaboration skills and ability to work effectively with cross-functional teams.
- Customer-focused mindset with a proactive and positive attitude.
- High level of professionalism and accountability.
Technical Skills
- Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
- Strong Excel skills including spreadsheets, data management, and reporting.
- Experience using CRM platforms and customer management systems.
- Comfortable learning new software and technology platforms.
Performance Measures (KPIs)
- Customer satisfaction ratings.
- Response and resolution times.
- Order accuracy rates.
- CRM data accuracy and completeness.
- Customer retention and relationship management.
- Achievement of customer service goals and service-level targets.
- Timely processing of orders and customer requests.
- Cross-departmental communication effectiveness and issue resolution.
Pay: $20.00-$22.00 per hour
Benefits:
- Casual dress
- Dental care
- On-site parking
- Vision care
Work Location: In person
