POSITION: CUSTOMER CARE PROJECT COORDINATOR
LOCATION: COMMERCE PARK (EASTON, PA)
REPORTS TO: MANAGER, CUSTOMER CARE PROJECT TEAM
Responsibilities:
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Act as Sales liaison between our internal and external customers providing professional and proper responses to all product and order related inquiries.
- Serve as subject matter expert for more specialized/complex products, projects, and/or direct accounts.
- Prepare and issue standard and special product quotations, including priced on application quotes, conforming to pricing guidelines and cost/margin analysis.
- Perform all quote/order related tasks and service-related activities ensuring accurate, timely and effective handling of customer requirements including maintenance of orders as required.
- Coordination of project delivery requirements utilizing project management and basic expediting skills through product substitution or escalation to Customer Satisfaction.
- Assist in the development of process improvements focusing on customer relationship management. Support the Victaulic Product Delivery System objectives by maintaining communications and partnership with internal and external customers.
- Assist in maintaining an on-going measurement on deficiencies that prevent on time, complete, and accurate shipments.
- Analyze and resolve customer requests, inquiries and/or concerns by utilizing best practices and established procedures.
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Responsible for customer satisfaction: Identify and report customer problems, potential Sales leads, and system deficiencies to Customer Care Management team, Sales Representative and/or Sales Management.
- Prevent and/or resolve any billing disputes ensuring improved efficiencies.
- Maintain orderly documentation, files, and records per established procedures and policies.
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Project Management review of daily, weekly and monthly reports. Communication of project status and jobsite coordination with internal and external customers.
- Utilizes the Quality Improvement Process and Lean principles to fulfill the responsibilities of the position and improve work processes.
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Assist with other departmental functions as directed by Customer Care Management team.
Qualifications: (Education, Experience, Personal Attributes)
- B.S. / B.A. Degree required or three years of relevant work experience.
- Must possess proficient software skills such as Microsoft Office - Word, Excel, Access, and Project.
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Minimum three years of Victaulic product/market knowledge and expediting skills.
- Previous experience in project management and/or inside sales.
- Must display leadership and collaboration skills and be an effective advocate of process improvement.
- Must possess excellent oral and written communication skills, strong interpersonal and negotiation skills with effective interaction at all levels of the organization.
- Must maintain a professional and courteous attitude.
- Detail oriented, reliable, self-motivated, and able to multi-task effectively.
- Willing to be flexible in schedule and work occasional overtime.
- Willing to make infrequent overnight travel.
Victaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status.
