ABOUT THE VELOCI Veloci Performance Products is a leading distributor, manufacturer, and sourcing partner serving the pressure washing, soft wash, industrial cleaning, hydro-excavation, sewer jetting, and related industries. Through strong supplier partnerships, innovative products, technical expertise, and a commitment to customer success, Veloci helps dealers differentiate, grow their businesses, and better serve their customers.
POSITION SUMMARY
The Customer Service Representative (CSR) is a key point of contact for Veloci dealers and customers, delivering a responsive, knowledgeable, and proactive experience that makes it easy to do business with Veloci. This role combines customer service, order and fulfillment support, product guidance, issue resolution, and sales support to ensure customers have the information, products, and resources they need to be successful.
This is more than a transactional customer service role. The CSR builds relationships beyond individual orders, anticipates customer needs, identifies opportunities to provide additional value, supports new dealers, and partners closely with Sales and internal teams. The ideal candidate is a strong conversationalist who enjoys helping people, takes ownership, learns products quickly, and thrives in a fast-moving environment where accuracy, responsiveness, and follow-through matter.
KEY RESPONSIBILITIES
Customer Experience & Relationship Management: Build trusted dealer and customer relationships through responsive, professional, and personalized service, including:
- Serving as a knowledgeable point of contact across phone, email, and other communication channels.
- Listening carefully, asking thoughtful questions, and understanding customer needs and desired outcomes.
- Setting clear expectations regarding timing, next steps, and available options, while providing enhanced white-glove support to designated VIP or strategic customers.
Order, Fulfillment & Shipping Management: Manage customer orders accurately and efficiently from initial request through shipment, including:
- Entering, reviewing, modifying, and managing orders, blanket-order releases, backorders, and fulfillment exceptions.
- Coordinating domestic and international freight, shipping requirements, and required documentation.
- Partnering with Warehouse Operations, Procurement, and Accounting to address inventory, order-processing, and delivery needs.
Issue Resolution, Returns & Warranty Support: Take ownership of researching and resolving customer problems and exceptions within established policies and authority, including:
- Troubleshooting concerns involving products, orders, shipments, pricing, invoices, or service.
- Processing returns, exchanges, warranties, credits, and adjustments accurately and promptly.
- Using sound judgment to resolve issues, engaging subject-matter experts when needed, and escalating significant or unusual situations appropriately.
Product Knowledge & Customer Guidance: Develop and apply product knowledge to help customers confidently identify appropriate solutions, including:
- Learning Veloci products, brands, accessories, applications, and common customer use cases.
- Asking questions to understand customer applications and guiding customers toward appropriate products, parts, accessories, or resources within established guidelines.
- Researching answers, troubleshooting routine questions, and recognizing when deeper technical expertise is required.
Dealer & Sales Support: Support dealer success and company growth by recognizing customer opportunities and providing effective sales support, by:
- Identifying upsell and cross-sell opportunities and capturing qualified leads or opportunities for Sales follow-up.
- Vetting inbound prospective dealer inquiries and supporting new-dealer setup, portal training, ordering processes, and onboarding.
- Supporting Sales with customer, order, pricing, product, quote, and documentation needs; communicating significant customer needs or relationship concerns.
- Supporting trade-show preparation and coordination, including products, materials, documentation, and post-show follow-through.
CRM, Systems & Customer Data: Maintain accurate customer and activity information that supports service, sales follow-up, and organizational visibility, including:
- Documenting meaningful customer interactions, maintaining accurate dealer/contact information, and capturing customer interests and opportunities in HubSpot.
- Using Microsoft Business Central, HubSpot, Shopify, RingCentral, and other required systems effectively.
- Analyzing available customer and order information to identify relevant patterns, trends, or opportunities and following established data-quality standards.
Team Effectiveness & Continuous Improvement: Contribute to a dependable, collaborative, and continuously improving customer experience, including:
- Collaborating across Sales, Accounting, Procurement, Warehouse Operations, Marketing, Product, and Customer Service.
- Proactively managing priorities, commitments, and upcoming needs while preparing for one-on-ones and departmental meetings.
- Identifying recurring questions, process breakdowns, or inefficiencies and recommending ways to simplify processes and make it easier for dealers to do business with Veloci.
QUALIFICATIONS
- 2+ years of experience in customer service, hospitality, retail, inside sales, sales support, order management, or another customer-facing service role requiring frequent customer interaction and problem solving preferred.
- High School Diploma or GED required; additional education or relevant professional training is a plus.
- Strong conversational, verbal, and written communication skills, with the ability to build rapport by phone, ask thoughtful questions, actively listen, and navigate difficult conversations professionally.
- Demonstrated ownership, initiative, and accountability—taking responsibility for outcomes, following through on commitments, anticipating next steps, and looking beyond assigned tasks to support customers, the team, and the business.
- Strong problem-solving, resourcefulness, organization, attention to detail, emotional intelligence, and sound judgment while managing multiple customer requests, orders, issues, and priorities.
- Curiosity and learning agility with the ability to quickly develop and apply product, application, process, and systems knowledge.
- Commercial awareness with the ability to recognize customer needs, identify opportunities to provide additional value, and understand when to engage Sales.
- Experience with order processing, issue resolution, CRM/ERP/order-management systems, or dealer/distributor/wholesale/manufacturing environments is beneficial; HubSpot, Microsoft Business Central, Shopify, or comparable platforms are a plus.
- Dependable, adaptable, team-oriented, and aligned with Veloci core values.
WHAT SUCCESS LOOKS LIKE
- Dealers and customers experience Veloci as responsive, knowledgeable, reliable, and easy to do business with.
- Orders, shipping documentation, returns, warranties, credits, and customer records are handled accurately and on time.
- Customer issues are owned through resolution with sound judgment, proactive communication, and appropriate escalation.
- Product knowledge grows consistently, enabling confident customer conversations and effective guidance.
- Qualified sales opportunities are recognized, captured, and communicated to Sales, and new dealers are onboarded efficiently.
- The CSR contributes to a collaborative, accountable team environment and actively identifies ways to improve the dealer experience and internal processes.
WORK ENVIRONMENT
- Hybrid work model, including in-office Tuesday–Thursday; remote-day schedule to be confirmed.
- Ability to occasionally lift or move products and materials associated with customer support, training, or trade-show activities, as applicable
Pay: $50,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
Application Question(s):
- 1. Imagine you begin your day with several needs competing for your attention: a customer is waiting for help with an order that needs to ship today, another customer has a product question you don't immediately know the answer to, Sales needs information for a customer opportunity, and you have several routine orders waiting to be entered. How would you determine what to handle first, and why?
- 2. A customer contacts you asking for a specific product. You can process the order, but you don't yet understand what they are trying to accomplish or whether the product they requested is the best fit for their needs. Describe how you would approach the interaction and what you would want to learn before moving forward.
- 3. Tell us about a time you noticed a customer need, problem, or opportunity that wasn't specifically assigned to you. What did you notice, what action did you take, and what was the outcome?
- 4. What is your desired salary for this role? (Please do not include past or current compensation)
Work Location: Hybrid remote in Burnsville, MN 55306
