Value-Added Services; VAS Customer Experience Representative

Value-Added Services (VAS) Customer Experience Representative

Reports to: Customer Experience Supervisor

Work hours: Sunday-Thursday 5:30am to 2:00pm

Travel: Occasional travel between facilities for training, events, and site visits

Position Summary: The Value-Added Services (VAS) Customer Experience (CE) Representative is responsible for coordinating and executing day-to-day activities related to value-added services (VAS) within a warehousing and distribution environment. These services go beyond standard operations and may include kitting, labeling, light assembly, repackaging, bulk packaging, quality checks and product customization. This role manages production scheduling, inventory control, order processing, invoicing, and vendor invoice reconciliation to ensure seamless project execution and exceptional customer experience.

Responsibilities:

• Act as the primary liaison between Sales, Customer Experience, and Operations for VAS projects.
• Develop, review, and adjust weekly VAS production schedules; coordinate with vendors and operations to meet client requirements.
• Create, process, reconcile, and close daily Work Orders in the Warehouse Management System (WMS).
• Monitor and maintain accurate VAS inventory including Client inventory, project components, packing supplies and labels; manage cycle counts and approve inventory adjustments.
• Organize and store completed Work Order documentation in electronic systems (e.g. SharePoint).
• Communicate transportation needs with Inter Change Express (sister company) for trailer moves (empty and loaded).
• Collaborate with the Customer Experience team to share updates on urgent deliveries, inventory shortages, and completed Work Orders.
• Meet regularly with the Value-Added Services (VAS) Project Manager to review project status and develop plans to address challenges.
• Configure new VAS project(s) master data items and bill of materials in WMS.
• Work closely with internal IT Business Services Group to configure, test, and implement system enhancements to streamline operational and WMS processes.
• Review and reconcile client invoices for VAS projects; coordinate corrections with the billing team prior to invoicing.
• Review, reconcile, and approve vendor invoices; work with vendors to resolve discrepancies before payment approval.
• Maintain strong relationships with vendor and Client administrative teams by providing reports, documentation, training support, and issue resolution updates.
• Travel locally (Harrisonburg and Mt. Crawford) between Inter Change and vendor facilities for training, process improvement, inventory management, and project oversight.
• Ensure all actions align with company standards outlined in the Corporate Keystones and Corporate Handbook.
• Perform other duties as assigned.

Qualifications:

• Strong interpersonal and communication skills (verbal and written)
• Highly organized, detail-oriented, and structured in approach.
• Proficient in Microsoft Excel and Word.
• Willingness to learn and utilize functionality in Inter Change’s WMS functionality.
• Flexible and adaptable to changing schedules and responsibilities.
• Ability to manage multiple projects simultaneously and effectively.
• Open to additional training and professional development as needed.
• Must have an acceptable mode of transportation and a valid driver’s license for required travel.

Training and

Experience:

• High school diploma
• Previous experience in Customer Service preferred