-
Customer Service Representative/Inside Sales
Customer Service Representative/Inside Sales
Reports To: Customer Service Manager| Full-Time | In-OfficePosition Overview
The Customer Service Representative serves as the critical link between our operational capabilities and our customer experience. This role is responsible for ensuring our clients receive professional, timely, and accurate support across all channels. The ideal candidate is a proactive communicator with strong attention to detail, a commitment to quality, and the drive to grow alongside a dynamic, expanding organization.
At Vox-Pop-Uli, we take great pride in our culture. We demand the highest level of quality in everything we do. As part of our team, you will have the authority to “stop the line” if something is not correct — and we expect you to use it.
Key Objectives
o Serve as a point of contact for clients, ensuring exceptional service delivery and efficient resolution of all inquiries
o Manage multiple concurrent orders with varying priorities, lead times, and specifications
o Maintain accurate documentation and tracking in TAPS/NetSuite (company ERP systems)
o Proactively communicate with customers
o Support continuous improvement in customer service processes and internal workflows
Key Responsibilities
This position requires a strong commitment to detail and a willingness to always improve. We are constantly expanding our capabilities — your ability to grow with the company depends on continuously learning new skills.- Client Support: Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
- Issue Resolution: Handle and resolve customer complaints, ensuring timely follow-up and satisfactory outcomes for all parties.
- Order Processing: Assist customers with order placement, tracking, changes, and product information. Maintain an on-time order entry rate and accuracy of purchase/sales orders.
- Record Management: Maintain accurate and up-to-date customer records in TAPS/NetSuite, ensuring full data integrity and completeness within company ERP systems.
- Product Knowledge: Stay informed about company products, services, capabilities, and policies to provide accurate and effective customer support.
- Cross-Departmental Collaboration: Coordinate with internal departments including production, sales, logistics, and finance to address customer needs and improve service efficiency.
- Reporting & Documentation: Document all customer interactions and feedback to support continuous improvement initiatives and performance reporting.
Performance Metrics
Success in this role will be measured by:- On-time order entry rate
- Accuracy of order and customer records
- TAPS/NetSuite system data accuracy and completeness
- Customer satisfaction and quality of issue resolution
- Positive attitude and contribution to team culture
Required Qualifications
- High school diploma or equivalent
- Proven experience in a customer service or client-facing role
- Excellent verbal and written communication skills for customer and internal team interactions
- Strong organizational skills with the ability to manage multiple orders and deadlines simultaneously
- Proficiency with Microsoft Office Suite; ability to learn ERP systems (TAPS training provided)
- High level of accuracy and attention to detail
- Strong problem-solving and conflict-resolution abilities
- Ability to work independently and make sound decisions
- Professional demeanor in all customer and internal communications
- Reliable attendance, punctuality, and adaptability to changing priorities
- Ability to work in-office 5 days per week, Monday–Friday
- Valid driver’s license
- English proficiency
- Must be comfortable around dogs
- Positive Attitude
Preferred Qualifications
- Experience with NetSuite, TAPS, or similar ERP/inventory management systems
- Background in apparel production, decorated apparel, or manufacturing environment
- Post-secondary education in Business Administration, Communications, or a related field
- Prior experience in a fast-paced, high-volume organization
Schedule & Work Environment
- Monday to Friday, standard business hours
- Full-time, in-office position
- Fast-paced environment with changing priorities and urgent customer requests
- Collaborative team setting requiring frequent interaction with production, sales, and warehouse staff
- Climate-controlled facility
- Current facility is not handicap accessible.
Benefits
- Dental insurance
- Health insurance
- Life Insurance
- Vision insurance
- Paid time off (15 days plus Holidays)
- Opportunity for commission-based bonuses
Culture & Development
Vox takes great pride in our culture. Part of being a great teammate is a commitment to continuous learning and development. In addition to the technical knowledge you will acquire, every team member participates in company-wide training that supports our Vision and Mission — understanding these is mandatory for all positions.
We want you to be the best you can be, and our job is to help facilitate that growth. Occasional travel may be required as part of your professional development.
