Customer Care Project Coordinator - VDC

Victaulic • Easton, PA

2d • Onsite

About The Position

The Customer Care Project Coordinator - VDC role serves as a liaison between sales and internal/external customers, acting as a subject matter expert for custom products and projects. This position 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 utilize project management and expediting skills to manage project delivery, communicate project status, and coordinate jobsite activities. Additionally, the role involves responding to customer inquiries, resolving issues, and providing feedback on procedures to identify improvement opportunities. A key aspect of the role is to uphold a positive attitude and provide the highest level of customer service, ensuring both customer satisfaction and company profitability by adhering to established policies. The coordinator will also assist other departments as needed to support the company's mission and work collaboratively 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.

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.
• Act as a subject matter expert for custom products and projects.
• Prepare and issue project-based quotations for standard and custom products.
• Support the priced on application process, conforming to margin and pricing guidelines.
• Perform all quote and 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 using project management and basic expediting skills through product substitution or escalation to Customer Satisfaction.
• Review 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 to, analyze, and resolve customer requests, inquiries, or problems using 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 the CC Management team.
• Serve as subject matter expert for custom products and/or high profile projects (Senior Responsibility).
• Be an expert in all CC procedures and applications to achieve daily tasks and goals (Senior Responsibility).
• Understand the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements (Senior Responsibility).
• Work with Supervisor/Team Lead to implement process improvements (Senior Responsibility).
• Provide subject matter expertise and interpretation of procedures to less experienced team members (Senior Responsibility).
• Conduct qualitative and operational activities for legislative and domestic product requirements, as applicable (Senior Responsibility).
• Mentor new hires (Senior Responsibility).

Benefits

• Victaulic is committed to providing equitable opportunities to all applicants and welcome applications from all qualified persons.
• Accommodations are available on request for candidates taking part in all aspects of the selection process.

What This Job Offers

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