Customer Care Coordinator

Customer Service Edwards US – United States Chandler AZ, Haverhill MA, Sanborn N

Your mission as the
Customer Care Coordinator is to provide best in class support to US customers while adhering to Edwards Vacuum LLC commercial best practices and further the organizations sales and service objectives. The Customer Care Coordinator is responsible for supporting the Edwards North America Customer Center and managing specified customers within the US geography and globally to improve customer relations and lead to increased revenue

• Take ownership of customer issues and interface with sales and service teams, technical support, logistics, supply chain, product managers, service centre and finance teams to generate solutions in a timely manner.
• Handle both internal and external communication on professional level and promptly respond to all enquiries.
• Manage and maintain multiple email boxes
• Provide information on price, availability and other product related details based on available resources (SAP/Oracle)
• Create and maintain customer details and record customer interaction according to defined set of rules.
• Prepare, track, file and maintain quotations to customers in cooperation with sales teams and in line with internal policies and within agreed service levels.
• Be responsible for order management: book customers' purchase orders in line with internal compliance and Prokura, manage and monitor all types of orders, follow up on delivery dates and holds with other internal departments.
• Proactively manage request dates in line with customer expectations as well as related installation plans and project timeline changes and elevate where appropriate.
• Pro-actively provide open order book status updates to internal and external customers as defined by the CC Leads.
• Manage and maintain Key Account Customer Portals.
• Manage customer consignment stocks, including stock replenishment follow up and billing to customer in accordance with internal processes and contracts.
• Manage all activities to drive to achieve financial objectives.
• Manage and ensure correct invoicing for all orders according to agreed terms and internal and external requirements.
• Research and resolve invoice disputes from customers within the set Service Levels. Process credits and rebills as required.
• Work closely with Credit Control and Cash Collection teams to resolve financial issues (billing, credit holds, credit risks, overdue invoices, payment terms, etc.).
• Pro-actively strive for continuous process improvement and personal development (such as product and industry knowledge, services and processes, etc.).
• Pro-actively support other team members. Be a team player.
• Strive to achieve set of individual goals as defined in the yearly performance and development plan.
• Follow instructions given by superior (CC TL, TL and Manager).
• Maintains punctual, regular and predictable attendance; works collaboratively in a team environment with a spirit of cooperation.
• Opportunity to participate in the weekly On Call Program (24 x 7 phone support).
• Participates in assigned training programs.
• Demonstrated ability to work effectively in a deadline driven environment.

• Minimum High School diploma or GED
• Minimum 1-year work experience in Customer Service (ideally within an international and highly automated environment).

Knowledge areas/Skills

• SAP preferred but not required
• Microsoft Office products to include:
  Outlook, PowerPoint, Word & Excel

Other requirements

• Good interpersonal and communication skills, both over the telephone and in writing to customers and colleagues.
• Enthusiasm, diplomacy, accuracy and attention to detail.
• Customer focused and driven by customer satisfaction with high level customer service.
• Ability to work in a team environment yet be a self-starter and able to manage own tasks with minimum management.
• Resourceful and able to take the initiative to resolve issues and share that initiative with others.
• Effectively manage multiple tasks simultaneously in a high workload environment with proven ability to deliver results.
• Demonstrated ability to work effectively in a deadline driven environment.

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