Customer Care Account Representative

Victaulic•Easton, PA

2d•Onsite

About The Position

This position is for a Customer Care Account Representative/Senior located in Customer Care, Commerce Park, reporting to the Customer Care Supervisor. The role involves providing professional responses to all inquiries from internal and external customers, performing quote and order processing, and handling telephone, email, and chat inquiries to ensure accurate, timely, and effective customer service. Responsibilities include responding to, analyzing, and resolving customer requests, building relationships with customers, understanding their product lines, and promoting Victaulic's value-added products. The representative will assist customers in product selection, identify potential sales leads, and report customer problems or system deficiencies. They are also expected to provide feedback on Customer Care procedures, identify process improvement opportunities, and maintain current documentation. Upholding a positive attitude and ensuring customer satisfaction and company profitability by adhering to established policies are crucial. The role requires working closely with all facets of the organization to provide superior customer service and assisting with various tasks and projects as assigned. For Senior Representatives, additional responsibilities include serving as a subject matter expert for specialized products, being proficient in all CC procedures and applications, developing an expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing, coordinating project delivery, identifying product substitutions, recommending improvements, providing subject matter expertise to less experienced team members, and mentoring new hires. Victaulic is a global leader in pipe joining solutions with over 5,500 employees, known for its involvement in prestigious construction projects worldwide and its commitment to employee development and well-being.

Requirements

B.S. / B.A. degree preferred.
Proficient in MS Office applications including Outlook, Word, Excel, and Power Point.
Minimum three years of customer service and/or Victaulic product knowledge.
Proficient in Qlik View/Sense Applications.
Extraordinary attention to detail with strong organizational skills.
Excellent communication skills, patient, professional and courteous when faced with an adverse situation.
Goal oriented, reliable, self-motivated, and able to problem solve and multi-task effectively in a fast-paced environment.
Willing to be flexible in schedule and work occasional overtime.
Willing to make infrequent overnight travel.

Nice To Haves

Project management and analytical skills a plus.

Responsibilities

Provide professional and proper response to all inquiries received from internal and external customers.
Perform quote and order processing, handle all telephone, email, and/or chat inquiries ensuring the accurate, timely and effective handling of the customer requirement.
Responsible to respond, analyze and/or resolve customer requests, inquiries, or problems by utilizing established procedures in a timely manner.
Builds relationships with customers; understand their product lines and markets to promote the value added products that Victaulic offers.
Assist customers in selecting product and identifying potential sales leads.
Identify and report all instances of customer problems or system deficiencies that are not immediately resolved to Supervisor, Sales Representative and/or Management.
Provide feedback on CC procedures and identify process improvement opportunities.
Maintain current documentation and files as per established procedures.
Uphold a positive attitude and enthusiastic demeanor to provide customers with the highest level of service.
Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the organization.
Assist all other department disciplines in various areas as required to maintain your team, Customer Care and Victaulic’s Global mission.
Work closely with all facets of the organization to provide superior customer service.
Assist in various tasks, projects and responsibilities as assigned by CC Management team.
Serve as subject matter expert for more specialized products.
Expert in all CC procedures and applications to achieve daily tasks and goals.
Develop expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.
Coordination of project delivery requirements utilizing project management and basic expediting skills.
Identify and offer product substitutions to help meet project requirements.
Recommend improvement areas.
Provide subject matter expertise and interpretation of procedures to less experienced team members.
Mentor new hires.