Customer Satisfaction Coordinator
Victaulic•Easton, PA
•Onsite
About The Position
Victaulic is seeking a Customer Satisfaction Coordinator to act as the primary liaison between Customer Care, Manufacturing, and Supply Chain. This role involves analyzing and resolving customer requests for compressed schedule material inquiries, monitoring and expediting orders, and maintaining clear communication with Customer Care regarding order status and any changes to expedited or COM dates. The position requires a professional, service-oriented approach and strong collaboration across departments to ensure customer satisfaction and timely order fulfillment.
Requirements
- Minimum three years of Customer Service and/or Victaulic product knowledge.
- Proficient in MS Office applications including Outlook, Word, Excel, and PowerPoint.
- Excellent oral and written communication skills.
- Extraordinary attention to detail with strong organizational skills.
- Proficient in QlikView/Qlik Cloud applications.
- Must display leadership and collaboration skills and be an effective advocate of process improvement.
- 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.A./B.S. degree in a related field.
- Manufacturing or Operations experience.
- Project management and analytical skills.
Responsibilities
- Act 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.
- Apply understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support Customer Care team members with product delivery requirements.
- Monitor and expedite orders by interfacing directly with Manufacturing and Supply Chain; maintain close communication with Customer Care regarding disposition of order requirements.
- Proactively manage dating, shipping warehouse, and product substitutions for customer orders or through Service Requests.
- Maintain communication with 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.
Benefits
- Competitive compensation with performance-based incentives
- Career development programs and internal promotion pathways
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
