Customer Service Representative- VGM Fulfillment

VGM Fulfillment is national leader is CPAP machine and resupply order fulfillment. As an employee-owned company, every person at VGM has a personal stake in seeing business succeed. We do this by taking responsibility from our customers for the key operations of order fulfillment: picking, packing, shipping, and inventory management. Our network of fulfillment centers is strategically located throughout the United States providing coverage to all 50 states. This role needs to be present onsite at our main office location in Waterloo, IA.

Customer Service Representative Summary

The Customer Service Representative [CSR] for VGM Fulfillment [VGMF] is responsible for handling customer service inquiries as a highly trained expert on products, technology, and business process. The CSR will proactively provide all members and customers with information about vendors and services as well interact with all existing and potential new members/customers each week to resolve support issues across the country. As a point of contact with external members/customers, the CSR is responsible for effectively communicating, coordinating, and relaying information to all VGM stakeholders ensuring needs are addressed and thereby increasing member engagement.

As a CSR, one must have close attention to detail to ensure that orders, reports, correspondence, and databases are accurate. Exercising effective problem-solving skills and ensuring best in class customer experience are key elements of success in this role. In addition to being the best in the business when it comes to customer interactions, it is important to be a confident and fully engaged team player.

Reporting Accountability: Customer Service Manager, VGM Fulfillment

Working Location: Waterloo, IA

Work Hours Classification (check all that apply): Monday-Friday 8-5 PM+

Customer Service Representative Responsibilities

The CSR will assume the role of primary point of contact for customers and members through inbound and outbound communication. Key to success in this role will be to learn and have a broad understanding of all current products and programs VGMF offers. CSRs will maintain a positive and professional attitude while working with others of varying backgrounds, as well as a willingness to come in early or stay late dependent on the needs of the business.

• Professionally handle all customer requests (calls, emails, etc.) and thoroughly answer any questions, issues, or concerns

• Manage information and data in the CRM software

• Timely track and document all member interactions/activities

• Create and manage tasks and opportunities

• Initiate member engagement actions totaling a minimum of 4 per year per member and recognize engagement opportunities to upgrade and boost engagement and retention

• Ensure first contact resolution through problem solving and effective call handling and appropriately escalate customer dissatisfaction

• Facilitate member/customer onboarding and regularly perform business reviews

• Support the customer service manager with ongoing projects and needs during daily activities

• Demonstrate accurate verbal and written communication skills with customers and coworkers

• Work cooperatively in a team environment to achieve business goals and growth opportunities

• Maintain compliance, safety, and quality standards by ensuring strict adherence to company policies and procedures

• While performing the duties of the job, the employee may be required to assist with other departmental functions

• Embody the VGM Power of One Principles

Customer Service Representative Qualifications

A CSR is a quick learner who demonstrates an excellent work ethic and follows instructions and adherence to deadlines. Crucial to success will be the ability to be self-directed with the ability to manage multiple projects.

• Strong written and verbal communication skills to effectively interact with internal and external customers

• Organizational and time-management skills to handle multiple tasks and prioritize effectively

• Detail oriented to ensure accuracy

• Results oriented with the demonstrated ability to follow-through on projects to completion

• Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development

• Must be highly proficient in the use of personal computers and supporting software in a Windows based environment, including MS Office products (Word, Excel, PowerPoint)

Physical Requirements:

• Operation of office equipment and using technology efficiently such as computers, phones, misc. office equipment

• Visual abilities to include reading, distance vision and peripheral vision

• Rare but occasional travel

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate.

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, pregnancy, national origin, disability, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.