Customer Care Special Product Coordinator

Victaulic•Easton, PA

31d•Onsite

About The Position

We're seeking a customer-focused professional to join our Engineered Products team as a Special Product Coordinator or Senior Special Product Coordinator. In this role, you'll serve as a key liaison between Engineered Products and internal and external customers, managing quotations, project requirements, product delivery, and service activities while supporting customer satisfaction and company profitability.

Requirements

Bachelor's degree preferred, or three years of equivalent work experience.
Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
A minimum of two years of Victaulic product knowledge and previous customer service experience.
Excellent oral and written communication skills.
Patience, professionalism, and courtesy when facing adverse situations.
A goal-oriented, reliable, and self-motivated approach, with the ability to solve problems and manage multiple priorities effectively in a fast-paced environment.
Flexibility in scheduling and willingness to work occasional overtime.
Willingness to travel overnight on an infrequent basis.

Nice To Haves

Project management and analytical skills preferred.

Responsibilities

Serve as the sales liaison between Engineered Products and internal and external customers.
Prepare and issue quotations for standard and special products.
Qualify and review inquiries, specifications, and engineering evaluations for completeness and accuracy.
Procure vendor and manufacturing cost data and lead times.
Determine selling prices and perform related cost and margin analyses.
Follow up on quotations to confirm continued viability.
Perform order-related tasks and service activities to ensure accurate, timely, and effective handling of project requirements, including documentation and product delivery.
Coordinate project delivery requirements using project management and expediting skills in partnership with Customer Satisfaction.
Respond to, analyze, and resolve customer requests, inquiries, and problems using established procedures in a timely manner.
Assist with qualifying new suppliers to support special products.
Assist in developing cost matrices, internal price lists, and reports.
Provide feedback on Customer Care procedures and identify process improvement opportunities.
Maintain current documentation and files in accordance with established procedures.
Maintain a positive attitude and enthusiastic demeanor while providing customers with the highest level of service.
Promote customer satisfaction and company profitability by consistently following policies and procedures established by the team, Customer Care, and the organization.
Assist other department disciplines as needed to support the team, Customer Care, and Victaulic's global mission.
Work closely with all areas of the organization to provide superior customer service.
Assist with additional tasks, projects, and responsibilities assigned by the Customer Care Management team.
Serve as the team technical subject matter expert for special products, specifications, and applications.
Demonstrate expertise in Customer Care procedures and applications used to achieve daily tasks and goals.
Provide subject matter expertise and interpret procedures for less experienced team members.
Perform full project management responsibilities while serving as a single point of contact for internal and external customers.
Develop an expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support Customer Care team members with product delivery requirements.
Identify opportunities to transition special products to standard products and implement approved changes.
Support new product development as a liaison between Engineering and cross-functional teams to complete commercialization activities.
Mentor new hires.