Customer Care Project Coordinator - Mega

Victaulic • Easton, PA

2d • Onsite

About The Position

The Customer Care Project Coordinator - Mega role is responsible for serving as a sales liaison to internal and external customers, acting as a subject matter expert for custom products and projects. This role involves preparing quotations, supporting pricing processes, and managing all quote and order-related tasks to ensure accurate and timely handling of customer requirements, including documentation and product delivery. The coordinator will manage project delivery requirements using project management and expediting skills, review project management reports, and communicate project status to customers. Additionally, the position requires providing feedback on procedures, identifying process improvement opportunities, and resolving customer inquiries. A key aspect of the role is maintaining a positive attitude and providing excellent customer service to ensure satisfaction and company profitability. The coordinator will also assist other departments as needed and collaborate across the organization to provide superior customer service. Senior responsibilities include acting as a subject matter expert for high-profile projects, understanding the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing, and mentoring less experienced team members. The role may also involve conducting activities for legislative and domestic product requirements and mentoring new hires.

Requirements

• Proficient in MS Office applications including Outlook, Word, Excel, and Power Point.
• Minimum three years of customer service and/or Victaulic product knowledge.
• Excellent oral and written communication skills.
• Extraordinary attention to detail with strong organizational skills.
• Must display leadership and collaboration skills and be an effective advocate of process improvement.
• Is 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 preferred.
• Project management and analytical skills preferred.
• Proficient in Qlik View/Sense Applications.

Responsibilities

• Serve as sales liaison to internal and external customers.
• Serve as subject matter expert for custom products & projects.
• Prepare and issue project-based quotations for standard and custom products.
• Support priced on application process conforming to margin & pricing guidelines.
• Perform all quote & order related tasks and service-related activities ensuring accurate, timely and effective handling of customer requirements including documentation and product delivery.
• Coordinate project delivery requirements utilizing project management and basic expediting skills through product substitution or escalation to Customer Satisfaction.
• Review of project management reports.
• Communicate project status and jobsite coordination with internal and external customers.
• Provide feedback on CC procedures and identify process improvement opportunities.
• Respond, analyze and/or resolve customer requests, inquiries, or problems by utilizing established procedures in a timely manner.
• 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.
• Assist all other department disciplines in various areas as required.
• 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 custom products and / or high profile projects.
• Be an expert in all CC procedures and applications to achieve daily tasks and goals.
• Understand the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.
• Work with Supervisor/Team Lead to implement process improvements.
• Provide subject matter expertise and interpretation of procedures to less experienced team members.
• Conduct qualitative and operational activities for legislative and domestic product requirements, as applicable.
• Mentor new hires.

Benefits

• 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.
• Background checks may be required as part of our pre-employment process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level