Customer Care Account Representative

Customer Care Account Representative/Senior

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 Customer Care team as a Customer Care Account Representative/Senior. In this role, you'll respond to internal and external customer inquiries, process quotes and orders, resolve customer requests, and build strong relationships while promoting Victaulic's value-added products. You'll collaborate across the organization to provide superior service, support customer satisfaction, and identify opportunities for continuous improvement.

At the senior level, you'll also serve as a subject matter expert, coordinate product delivery requirements, and mentor less experienced team members.

• Provide professional and appropriate responses to inquiries from internal and external customers.

• Process quotes and orders, and handle telephone, email, and chat inquiries accurately, effectively, and on time.

• Respond to, analyze, and resolve customer requests, inquiries, or problems using established procedures in a timely manner.

• Build relationships with customers and understand their product lines and markets to promote the value-added products Victaulic offers.

• Assist customers with product selection and identify potential sales leads.

• Identify and report customer problems or system deficiencies that are not immediately resolved to the Supervisor, Sales Representative, and/or Management.

• 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 to provide customers with the highest level of service.

• Ensure 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.

• Complete additional tasks, projects, and responsibilities assigned by the Customer Care Management team.

• Serve as a subject matter expert for specialized products.

• Demonstrate expert knowledge of Customer Care procedures and applications used to achieve daily tasks and goals.

• Develop an expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support Customer Care team members with product delivery requirements.

• Coordinate project delivery requirements using project management and basic expediting skills.

• Identify and offer product substitutions to help meet project requirements.

• Recommend areas for improvement.

• Provide subject matter expertise and interpret procedures for less…