Customer Satisfaction Coordinator

Victaulic•Easton, PA

About The Position

POSITION: Customer Satisfaction Coordinator LOCATION: Materials Operations, Commerce Park REPORTS TO: Customer Satisfaction Supervisor Responsibilities : The Customer Satisfaction Coordinator acts as the liaison between Customer Care, Manufacturing and Supply Chain. Analyze and resolve customer requests for compressed schedule material inquiries, requirements, or problems by utilizing established procedures and interacting effectively across all cross-functional team members. Utilize QlikView reports and other system tools to meet the requirements of all quotes/orders passed on through Service Requests or as otherwise identified. Understanding of Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements. Monitor and expedite orders by interfacing directly with Manufacturing and Supply Chain. Maintain close communications with Customer Care regarding disposition of order requirements. Proactively manage dating, shipping warehouse, and product substitutions for customer orders or through Service Requests. Responsible for maintaining communication to Customer Care team members and Management regarding any changes in expedited dates and or COM dates. Conduct or support training activities for Customer Care in a professional fashion and/or as requested by Supervisor or Manager. Uphold a positive attitude and enthusiastic demeanor to provide the highest level of service. Ensure customer satisfaction and company profitability by consistently adhering to the policies and procedures established by the organization. Assist all other department disciplines in various areas as required by Material Operations and Victaulic’s Global mission. Work closely with all facets of the organization to provide superior customer service. Assist in various tasks, projects and responsibilities as assigned by the Supervisor or Manager.

Requirements

B.A. / B.S. Degree in related field, preferred or equivalent experience.
Minimum three years of Customer Service and / or Victaulic product knowledge.
Proficient in MS Office applications including Outlook, Word, Excel, and Power Point.
Excellent oral and written communication skills.
Extraordinary attention to detail with strong organizational skills.
Proficient in Qlik View/ Qlik Cloud Applications.
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

Manufacturing or Operations experience a plus.
Project management and analytical skills preferred.

Responsibilities

Acts as the liaison between Customer Care, Manufacturing and Supply Chain.
Analyze and resolve customer requests for compressed schedule material inquiries, requirements, or problems by utilizing established procedures and interacting effectively across all cross-functional team members.
Utilize QlikView reports and other system tools to meet the requirements of all quotes/orders passed on through Service Requests or as otherwise identified.
Understanding of Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.
Monitor and expedite orders by interfacing directly with Manufacturing and Supply Chain.
Maintain close communications with Customer Care regarding disposition of order requirements.
Proactively manage dating, shipping warehouse, and product substitutions for customer orders or through Service Requests.
Responsible for maintaining communication to Customer Care team members and Management regarding any changes in expedited dates and or COM dates.
Conduct or support training activities for Customer Care in a professional fashion and/or as requested by Supervisor or Manager.
Uphold a positive attitude and enthusiastic demeanor to provide the highest level of service.
Ensure customer satisfaction and company profitability by consistently adhering to the policies and procedures established by the organization.
Assist all other department disciplines in various areas as required by Material Operations and Victaulic’s Global mission.
Work closely with all facets of the organization to provide superior customer service.
Assist in various tasks, projects and responsibilities as assigned by the Supervisor or Manager.