Customer Care Projects and Operations Coordinator

Victaulic•Easton, PA

About The Position

Victaulic is seeking a highly organized, customer-focused professional to coordinate project-based quotes, fulfillment opportunities, and operational support activities for its Customer Care team. The coordinator serves as a central point of intake and tracking for project-based quotes and supports communication among Sales, Customer Care, Supply Chain, Project Coordination, Manufacturing, and other teams. The role contributes to customer satisfaction, service excellence, fulfillment effectiveness, and process improvement.

Requirements

At least two years of customer service experience and/or Victaulic product knowledge.
Strong understanding of customer care operations, order management, fulfillment processes, and customer service best practices.
Strong analytical and project coordination skills, including the ability to manage competing priorities.
Strong verbal and written communication skills.
Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
Exceptional attention to detail and organizational skills.
Ability to remain patient, professional, and solution-oriented when handling challenging situations.
Ability to work occasional overtime as business needs require.
Willingness to travel overnight infrequently.

Nice To Haves

Bachelor's degree preferred.
Experience using AI-powered technologies for data analysis, process optimization, or business decision-making.
Experience with QlikView or Qlik Sense applications.
Experience working with ERP, order management, or supply chain systems.
Familiarity with the Victaulic Kanban System, Supply Chain operations, logistics, fulfillment, and manufacturing concepts.
Demonstrated ability to identify and drive process-improvement initiatives.
Collaborative approach and strong cross-functional partnership skills.
Ability to work independently, meet commitments, and consistently deliver results in a fast-paced, high-volume environment.
Leadership mindset focused on continuous improvement and operational excellence.

Responsibilities

Serve as the centralized intake point for project-based quotes, logging submissions and checking that required information is included.
Perform lead-time and risk analysis using AI technology.
Maintain a centralized quote log to track submission status, completeness, and processing progress.
Communicate quote changes, status updates, lead-time findings, and risk exposures to internal stakeholders.
Transfer related project information to the Project Coordinator team.
Follow up proactively with Sales about project schedule changes and keep dates current.
Identify and pursue order reallocation opportunities for orders available to ship, optimizing fulfillment and minimizing customer impact.
Review order lines flagged as non-allocatable and coordinate with internal teams to resolve them.
Provide feedback on Customer Care procedures and identify process-improvement opportunities.
Respond to, analyze, and resolve customer requests, inquiries, and concerns in a timely manner using established procedures.
Provide customer-focused service while maintaining a positive attitude and professional approach.
Support customer satisfaction and company profitability by adhering to department and company policies and procedures.
Partner with Customer Care disciplines and collaborate with Sales, Supply Chain, Manufacturing, and other departments to support team objectives and customer service.
Support additional tasks, projects, and responsibilities assigned by Customer Care Management.