Customer Care Account Representative

Victaulic Company; Easton, Northern (Northampton County, KY); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Competitive compensation

Tuition reimbursement

Health insurance

Retirement plan with company match

Paid time off

Job summary

Victaulic is seeking a Customer Care Account Representative/Senior to respond to customer inquiries, process quotes and orders, and build strong relationships across departments. The role emphasizes accurate handling of inquiries via phone, email, and chat, and requires deep product knowledge and a service-first mindset.

The Senior level adds subject-matter expertise, mentoring, and coordination of product delivery requirements.

Qualifications

• Bachelor's degree preferred.
• Minimum of three years of customer service experience and/or Victaulic product knowledge.
• Proficiency in QlikView and Qlik Sense applications.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Excellent communication, with patience, professionalism, and courtesy in adverse situations.

Responsibilities

• Respond to internal and external customer inquiries via telephone, email, and chat.
• Process quotes and orders accurately and on time.
• Resolve customer requests and problems using established procedures.
• Build relationships with customers and understand product lines and markets.
• Identify potential sales leads and report issues to supervision.

Skills

Customer service

Attention to detail

Communication

Time management

Problem solving

Education

Bachelor's degree preferred

Tools

QlikView

Qlik Sense

Microsoft Office

Job description

## Customer Care Account RepresentativeApply: Onsite: Easton, Pennsylvania: Full time: Posted Today: R0006268**Job Description****ABOUT VICTAULIC**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. **An Industry Leader With a Heart as Big as Its Ambition and Innovation** 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. **YOUR IMPACT STARTS HERE** 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. **WHAT YOU'LL BUILD & OWN** • 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. **SENIOR RESPONSIBILITIES** • 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 experienced team members. • Mentor new hires. **WHAT YOU BRING** • Bachelor of Science or Bachelor of Arts degree preferred. • Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint. • A minimum of three years of customer service experience and/or Victaulic product knowledge. • Proficiency in QlikView and Qlik Sense applications. • Exceptional attention to detail and strong organizational skills. • Excellent communication skills, with the patience, professionalism, and courtesy to handle adverse situations. • Goal-oriented, reliable, self-motivated, and able to solve problems and multitask effectively in a fast-paced environment. • Willingness to maintain a flexible schedule and work occasional overtime. • Willingness to travel overnight on an infrequent basis. **WHAT SETS YOU APART** • Project management and analytical skills. • Experience identifying process improvement opportunities. • Experience mentoring or providing procedural guidance to less experienced team members. **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 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. **IMMIGRATION SPONSORSHIP** 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.