Customer Service Representative

Job Summary

The Customer Service Representative serves as a primary point of contact for customers, supporting both product sales and rental clients by providing responsive, accurate, and solutions-oriented service throughout the quotation, order fulfillment, and rental coordination processes. This role works closely with customers, Account Executives, vendors, and internal teams to deliver timely quotations, process sales and rental orders, monitor order progress, coordinate equipment availability, and resolve issues that arise.

The Customer Service Representative plays a critical role in supporting VLS’s core focus of creating customers for life by delivering exceptional service, clear communication, and dependable follow-through in a fast-paced, team-oriented environment. This position is also eligible for the VLS bonus plan, in addition to the hourly rate.

• Work directly with both rental and product sales customers through multiple forms of communication to identify customer needs and provide appropriate recommendations and quotations in the most timely and efficient manner possible.
• Input of product and rental sales orders, purchase orders, and shipping and receiving data.
• Create quotes, bid requests and lead‑time requests received by telephone, fax, e‑mail or from the online store.
• Refer customers to appropriate departments, salespeople, or offices for additional assistance, as necessary, with follow‑up to ensure proper connections.
• Monitor order progress and promptly communicate any delays or issues to the customer promptly.
• Support outside sales in processing orders, quotes and contacting vendors for necessary information.
• Follow Up directly with customers on aging quotes, or extended periods without order.
• Collect and verify customer contact information to ensure the company’s databases are accurate.
• Assist walk‑in customers.

• Work with outside vendors to arrange demos, parts, supplies, etc.
• Support VLS at trade shows and other marketing functions.
• Work with internal and external partners to solve inaccuracies or issues that have arisen from customer orders.
• Maintain and order office supplies for Erlanger office, as needed.
• Run and provide weekly open order reports and monthly quote reports for Customer Service team.
• Work with finance department to locate missing invoices to ensure timely billing.
• Receive daily mail and packages to Erlanger office and ensure delivery to proper team members. Act as back up to shipping and receiving.
• Promote the company’s values, capabilities, and solutions with both internal and external clients.
• Perform other duties as assigned.

• Must have excellent customer service skills (both written and verbal).
• Must have good organizational skills, being prompt and accurate in submitting quotations, orders, purchase orders, invoices, and monthly expense reports.
• Working knowledge of theatrical lighting systems and their proper application is strongly desirable.
• Previous knowledge and experience in theatrical equipment is strongly preferred.
• Strong conflict resolution and ability to make decisions in day‑to‑day situations.
• Self‑motivated, results driven individual, capable of working effectively independently.
• Successfully pass 5‑panel drug screen.
• Experience with CRM programs and Microsoft Office Suite.

• Do the Right Thing
• Own It
• Customer Driven
• Creative Problem Solutions

VLS core focus is to create customers for life by delivering exceptional entertainment technology.

• This position is primarily office‑based and requires regular, reliable on‑site attendance five (5) days per week.
• While performing the duties of this role, the employee regularly uses a computer, telephone, and other standard office equipment and engages in frequent verbal and written communication.
• The role may require periods of sitting, standing, walking, bending, and reaching.
• The employee may occasionally be required to move, lift, or carry items weighing up to 50 pounds.
• The work environment is primarily an indoor office setting with typical office noise levels, with occasional access to storage or warehouse areas as needed to support business operations.

Reasonable accommodation will be provided to enable individuals with disabilities to perform the essential functions of the job.

VLS is committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, or veteran status.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to amend and assign other duties and responsibilities as needed.