Customer Care Project Coordinator

Job Description

POSITION:
Project Coordinator/Senior

LOCATION:

Customer Care, Commerce Park

REPORTS TO:

Customer Care Supervisor

• Sales liaison to internal and external customers
• Serve as subject matter expert for custom products and projects
• Prepare and issue project-based quotations for standard and custom products
• Support priced on application process conforming to margin and pricing guidelines
• Perform all quote and order related tasks and service-related activities ensuring accurate, timely and effective handling of customer requirements, including documentation and product delivery
• Coordinate project delivery requirements using project management and basic expediting skills through product substitution or escalation to Customer Satisfaction
• Review project management reports and communicate project status and jobsite coordination with internal and external customers
• Provide feedback on CC procedures and identify process improvement opportunities
• Respond, analyze and resolve customer requests, inquiries, or problems by utilizing established procedures in a timely manner
• Uphold a positive attitude and enthusiastic demeanor to provide customers with the highest level of service
• Ensure customer satisfaction and company profitability by adhering to policies and procedures established by your team, Customer Care, and the organization
• Assist all other department disciplines in various areas as required to maintain your team, Customer Care 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 CC Management team

• Serve as subject matter expert for custom products and/or high profile projects
• Expert in all CC procedures and applications to achieve daily tasks and goals
• Understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements
• Work with Supervisor/Team Lead to implement process improvements
• Provide subject matter expertise and interpretation of procedures to less experienced team members
• Conduct qualitative and operational activities for legislative and domestic product requirements, as applicable
• Mentor new hires

• B.S./B.A. Degree preferred
• Proficient in MS Office applications including Outlook, Word, Excel, and Power Point
• Minimum three years of customer service and/or Victaulic product knowledge
• Project Management and Analytical Skills Preferred
• Excellent oral and written communication skills
• Extraordinary attention to detail with strong organizational skills
• Proficient in Qlik View/Sense 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