Customer Service Representative

Customer Service Representative

Vertical Supply Group, VSG is a vertically integrated business focused on supplying and manufacturing life-safety products and equipment that serve arborists, climbers, technical rescue professionals, and other 'at-height' experts around the globe. Based in Greensboro, NC, and with additional sites in the US, Canada, and the UK. Vertical Supply Group is a diverse and growing business with many great career opportunities.

VSG is investing in its organization to support an aggressive growth plan that encompasses growth into new products, brands, channels, categories, and geographies. We are a competitive team that strives to be the supplier of choice for all our customers while nurturing a culture of integrity, respect, and fun.

We are seeking an experienced Customer Service Representative who is committed to delivering responsive, knowledgeable, and professional support. The ideal candidate will have a proven ability to communicate clearly, resolve customer needs efficiently, and manage multiple priorities in a fast-paced environment. Familiarity with work-at-height products and experience or knowledge in the climbing, fire and rescue, utility, industrial, or military sectors is a plus.

This is an in-person position located at our Biddeford, Maine location, Sterling Rope.

This full-time on-site Customer Service Representative role is responsible for supporting customers across VSG's product lines and services. Daily responsibilities include responding to customer inquiries via phone, email, and chat, providing product information, processing orders, returns, and exchanges, and resolving issues in a timely and professional manner. The role involves tracking and documenting interactions in customer relationship management systems, coordinating with internal teams such as sales, logistics, and operations, and following up to ensure customer needs are met. The Customer Service Representative will also assist in identifying recurring issues, sharing feedback to improve processes and customer experience, and maintaining up-to-date knowledge of VSG products and policies. Consistent, clear communication and a commitment to service excellence are essential to success in this role.

Qualifications

• Proven ability to deliver strong customer service and support, with skills in Customer Service and Customer Support.
• Experience contributing to Customer Satisfaction through effective problem-solving and issue resolution.
• Ability to enhance Customer Experience by providing clear information, guidance, and follow-up.
• Comfort working as part of a team of Customer Service Representatives, sharing knowledge and best practices.
• Excellent verbal and written communication skills, with active listening and empathy in customer interactions.
• Strong organizational skills and attention to detail when handling orders, records, and documentation.
• Proficiency with common office and customer service software (e.g., CRM systems, email, chat platforms).
• Ability to work independently in a remote environment, manage time effectively, and meet performance goals.
• Previous experience in customer service or support roles; familiarity with equipment or industrial products is a plus.
• High school diploma or equivalent; additional education or relevant certifications are beneficial.