Customer Care Projects and Operations Coordinator

Victaulic • Easton, PA

9d • Onsite

About The Position

We're looking for a highly organized and customer-focused professional to join our Customer Care team as a Customer Care Projects and Operations Coordinator. In this role, you will serve as the central point of coordination for project-based quotes, fulfillment opportunities, and operational support activities. Your work will ensure seamless communication between Sales, Customer Care, Supply Chain, and Project Coordination teams while helping drive process improvements, service excellence, and customer satisfaction. Success in this role requires strong analytical skills, attention to detail, the ability to manage multiple priorities, and a passion for delivering outstanding customer experiences while supporting Victaulic's global mission.

Requirements

• Minimum of 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.
• Excellent analytical and project coordination skills with the ability to manage competing priorities effectively.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Exceptional attention to detail and strong 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 on an infrequent basis.

Nice To Haves

• Experience utilizing AI-powered technologies for data analysis, process optimization, or business decision-making.
• Experience with QlikView or Qlik Sense applications.
• Experience working within 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 with strong cross-functional partnership skills.
• Proven ability to work independently, meet commitments, and consistently deliver results in a fast-paced, high-volume environment.
• Leadership mindset with a focus on continuous improvement and operational excellence.

Responsibilities

• Serve as the centralized point of intake for project-based quotes, ensuring submissions are accurately logged and contain all information required for processing.
• Perform lead time and risk analysis utilizing 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.
• Ensure all related project information is successfully transferred to the Project Coordinator team.
• Conduct proactive follow-up with Sales to monitor project schedule changes and ensure dates remain current.
• Identify and pursue reallocation opportunities for orders available to ship, optimizing fulfillment and minimizing customer impact.
• Review and act on order lines flagged as non-allocatable, coordinating with internal teams to drive resolution.
• Provide feedback on Customer Care procedures and identify opportunities for process improvement.
• Respond to, analyze, and resolve customer requests, inquiries, and concerns utilizing established procedures in a timely manner.
• Uphold a positive attitude and customer-focused approach while providing the highest level of service.
• Ensure customer satisfaction and company profitability through consistent adherence to department and company policies and procedures.
• Partner with all Customer Care disciplines to support team objectives and Victaulic's global mission.
• Collaborate cross-functionally with Sales, Supply Chain, Manufacturing, and other departments to deliver superior customer service.
• Support additional tasks, projects, and responsibilities as assigned by Customer Care Management.

Benefits

• Competitive compensation with performance-based incentives
• Career development programs and internal promotion pathways - we build from within
• Tuition reimbursement and continuous learning opportunities
• Comprehensive health, dental, and vision coverage
• Retirement savings plans with company match
• Life insurance and disability coverage
• Paid time off, holidays, and flexible work arrangements where applicable
• Employee Assistance Programs (EAP) and wellness resources
• Inclusive, team-oriented culture where people look out for one another

What This Job Offers

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