Customer Care Process Coordinator

Victaulic•Easton, PA

About The Position

POSITION: Customer Care Process Coordinator LOCATION: Customer Care, Commerce Park REPORTS TO: Customer Care Business Process and Technology Supervisor Key Responsibilities Technical Writing & Documentation Develop and maintain clear, accurate procedural documentation, work instructions, and standard operating procedures. Partner with subject matter experts and process owners to translate complex workflows into clear, step-by-step instructions for all user levels. Apply consistent formatting, terminology, and style standards across all documentation to ensure a cohesive procedural library. Identify gaps and inaccuracies in existing documentation and proactively implement revisions. Procedure Upload & Content Management Design and implement a scalable process for uploading, organizing, and publishing procedural documentation to SharePoint and other designated platforms. Ensure all uploaded content is properly categorized, tagged, and accessible to the appropriate teams. Establish naming conventions, version control, review cycles, and archiving protocols for all documentation. Partner with SharePoint and IT resources to optimize document storage, search functionality, and end-user navigation. Process Improvement & Collaboration Identify areas for improvement by researching issues, changes, and shortfalls related to existing processes. Monitor Customer Care's compliance to policy and recommend documentation updates or additional training. Collaborate with cross-functional departments to develop and document processes that support seamless service delivery operations. Additional Responsibilities Uphold a positive attitude and enthusiastic demeanor to provide internal and external customers with the highest level of service. Partner with global Customer Care leaders for best practices, standard workflow, and new process methodologies. Assist in various tasks, projects, testing, and responsibilities as assigned by the Customer Care management team. 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. Victaulic is a leader in pipe joining solutions, with over 5,500 employees involved in some of the most prestigious construction projects worldwide. From the Hoover Dam to Bird’s Nest National Olympic Stadium in Beijing, Victaulic is there—increasing stability and sustainability wherever we go. While working for a fast-growing global leader is attractive, most Victaulic employees feel our best attributes are what we do for our people. This means doing things like building from within, sticking to our word, taking care of each other, and doing the right thing even when no one is watching. This blend of extraordinary opportunity and genuine caring is why so many people choose to build their lives and careers with us.

Requirements

B.S. / B.A. Degree in Communications, English, Technical Writing, Instructional Design, or a related field preferred.
Minimum three years’ experience in technical writing, process documentation, or a similar role; experience within Victaulic or a manufacturing, ERP, or customer service environment strongly preferred.
Proficient in Microsoft Office 365, SharePoint, AI driven tools or platforms, and web-based content management systems; ability to create visuals, flowcharts, and annotated screenshots for use in documentation.
Excellent written and verbal skills with the ability to translate complex technical concepts for non-technical audiences.
Strong analytical thinking, problem-solving abilities, and extraordinary attention to detail.
Ability to work occasional overtime as needed to support project schedules and business demands.
Reliable and self-motivated with a strong work ethic.
Ability to multi-task effectively and manage competing priorities.
Patient and professional under pressure.
Passionate about continuous improvement and learning new systems and technologies.
Ability to simplify complex information into clear, accessible content.
Proven leadership abilities and advocate for process improvement.
Goal-oriented and results-driven mindset.

Nice To Haves

Experience with instructional design and development.
Experience with project management requirements gathering, scope definition, analysis, and implementation.
Training or certification in technical writing or project management.

Responsibilities

Develop and maintain clear, accurate procedural documentation, work instructions, and standard operating procedures.
Partner with subject matter experts and process owners to translate complex workflows into clear, step-by-step instructions for all user levels.
Apply consistent formatting, terminology, and style standards across all documentation to ensure a cohesive procedural library.
Identify gaps and inaccuracies in existing documentation and proactively implement revisions.
Design and implement a scalable process for uploading, organizing, and publishing procedural documentation to SharePoint and other designated platforms.
Ensure all uploaded content is properly categorized, tagged, and accessible to the appropriate teams.
Establish naming conventions, version control, review cycles, and archiving protocols for all documentation.
Partner with SharePoint and IT resources to optimize document storage, search functionality, and end-user navigation.
Identify areas for improvement by researching issues, changes, and shortfalls related to existing processes.
Monitor Customer Care's compliance to policy and recommend documentation updates or additional training.
Collaborate with cross-functional departments to develop and document processes that support seamless service delivery operations.
Uphold a positive attitude and enthusiastic demeanor to provide internal and external customers with the highest level of service.
Partner with global Customer Care leaders for best practices, standard workflow, and new process methodologies.
Assist in various tasks, projects, testing, and responsibilities as assigned by the Customer Care management team.
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.