Customer Care Account Representative

Customer Service Representative

Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries.

Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures.

We're seeking a customer-focused professional to join our team as a Customer Service Representative in a temporary-to-permanent role. In this position, you'll support primary accounts and other customer contacts by responding to product and order inquiries, processing quotations and orders, resolving service issues, and maintaining proactive communication with Sales, Distribution Center Managers, and customers. This is an opportunity to build strong customer relationships while supporting accurate order fulfillment, identifying potential sales opportunities, and contributing to continuous improvement.

What You'll Build & Own

• Provide professional and appropriate responses to product- and order-related inquiries for primary accounts and other account contacts, as required.
• Build and strengthen relationships with internal and external customers while supporting the Victaulic Product Delivery System.
• Maintain proactive, integrated communication with Sales, Distribution Center Managers, and customers regarding customer service matters.
• Perform order processing and service-related activities to ensure customer requirements are handled accurately, promptly, and effectively.
• Help customers select products that best suit their applications, identify potential sales opportunities, and route sales leads to the appropriate Sales Representative.
• Prepare and enter quotations and orders, and complete required edits and maintenance.
• Respond to telephone, fax, and email inquiries related to freight, product applications, or billing for primary accounts and other accounts, as required.
• Analyze and resolve customer requests, inquiries, and problems using established procedures.
• Identify and report unresolved customer problems, potential sales leads, and system deficiencies to the Supervisor, Sales Representative, and/or Sales Management.
• Prevent and resolve billing disputes while identifying opportunities to improve efficiency.
• Follow company policies, procedures, and best practices throughout all order-cycle activities.
• Maintain current documentation and files in accordance with established procedures and policies.
• Support customer satisfaction and company profitability by consistently following Customer Service and organizational policies and procedures.
• Complete additional tasks, projects, and responsibilities assigned by a Customer Service Supervisor or Manager.
• Use the Quality Improvement Process to fulfill position responsibilities and improve work processes.

What You Bring

• Minimum of three years of customer service experience.
• Proficiency with Microsoft Office products, including Word, Excel, Access, and Project.
• Excellent verbal and written communication skills.
• Patient, professional, and courteous approach when handling challenging situations.
• Goal-oriented, reliable, and self-motivated work style.
• Ability to manage multiple priorities effectively.
• Flexibility to adjust work schedules and work occasional overtime.

What Sets You Apart

• Bachelor's degree.
• Experience with or understanding of Visual Basic.
• Project management skills.

What We Offer

Build A Better Career

• Competitive compensation with performance-based incentives
• Career development programs and internal promotion pathways - we build from within
• Tuition reimbursement and continuous learning opportunities

Build A Better Future

• Comprehensive health, dental, and vision coverage
• Retirement savings plans with company match
• Life insurance and disability coverage

Build A Better You

• Paid time off, holidays, and flexible work arrangements…