Customer Care Account Representative - East

Victaulic•Easton, PA

2d•Onsite

About The Position

Victaulic is a global leader in pipe joining solutions, employing over 5,500 individuals and contributing to prestigious construction projects worldwide. The company prides itself on its culture of internal growth, integrity, mutual support, and ethical conduct. The Customer Care Account Representative/Senior position, located in Commerce Park, reports to the Customer Care Supervisor. This role is responsible for providing professional support to both internal and external customers, managing quote and order processing, and handling all customer inquiries via telephone, email, and chat. Key aspects include building strong customer relationships, understanding product lines to promote Victaulic's value-added offerings, assisting with product selection, and identifying potential sales leads. The role also involves identifying and reporting customer problems or system deficiencies, providing feedback for process improvements, maintaining documentation, and consistently upholding a positive attitude to ensure high levels of customer satisfaction and company profitability. Senior responsibilities include serving as a subject matter expert for specialized products, mastering all Customer Care procedures and applications, developing an expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support product delivery, coordinating project delivery, identifying product substitutions, recommending improvements, and mentoring new team members.

Requirements

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

B.S. / B.A. degree
Project management and analytical skills

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.