Customer Satisfaction Coordinator

Job Description

VICTAULIC

Customer Satisfaction Coordinator

Commerce Park

Full-Time

Materials Operations

Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.

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.

At Victaulic, we're committed to constructing a better world for and with our people.

Let's Build a Better World Together.

Our commitment to our people is built on four pillars:

• We build from within.
• We stand behind our people.
• We foster an environment for constant learning.
• We engineer change for a more stable and sustainable world.

We're looking for a Customer Satisfaction Coordinator to serve as the liaison between Customer Care, Manufacturing, and Supply Chain. You'll analyze and resolve customer requests for compressed schedule material inquiries, monitor and expedite orders, and maintain close communication with Customer Care regarding order disposition and any changes to expedited or COM dates. This role calls for a professional, service-oriented approach and close collaboration across the organization to keep customers satisfied and orders on track.

• 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.

• 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.

• B.A./B.S. degree in a related field.
• Manufacturing or Operations experience.
• Project management and analytical skills.

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 where applicable
• Employee Assistance Programs (EAP) and wellness resources
• Inclusive, team-oriented culture where people look out for one another

Build A Better World

Join a company whose products contribute to a safer, more sustainable built environment every day.

Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.

Victaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status. (Background checks may be required as part of our pre-employment process).

All staffing agencies are strictly forbidden from directly contacting any Victaulic employees, except those within the Human Resources/Talent Acquisition team. All communications, inquiries and candidate submissions must be routed through Victaulic's Human Resources/Talent Acquisition team. Non-compliance with this policy may result in the suspension of partnership, cancellation of the current contract, and/or the imposition of a mandatory probation period before any future business can resume. Additionally, non-compliance may lead to a permanent ban on future business. This policy ensures a streamlined and compliant recruitment process.

Let's Build a Better World Together.

victaulic.com/careers

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