Customer Care Account Representative

Victaulic; Pennsylvania; On-site; USD 50,000 - 70,000; Full time

Job summary

Victaulic is looking for a Customer Care Account Representative/Senior to provide exceptional service to customers and resolve their inquiries efficiently. The position requires strong customer service skills, a proficiency in MS Office applications, and a minimum of three years of related experience.

You'll build relationships with customers, assist in product selection, and handle a variety of inquiries. Ideal candidates will have a B.S./B.A. degree preference and familiarity with QlikView/Sense Applications.

Qualifications

• 3+ years of experience in customer service and/or with Victaulic products.
• Ability to handle inquiries professionally and effectively.
• Strong problem-solving and multitasking skills.

Responsibilities

• Provide professional responses to customer inquiries.
• Analyze and resolve customer requests in a timely manner.
• Assist in selecting product and identifying sales leads.
• Maintain documentation as per established procedures.

Skills

Customer service experience

MS Office proficiency

QlikView/Sense Applications

Project management skills

Communication skills

Organizational skills

Education

B.S. / B.A. degree

Job description

Job Description

Position: Customer Care Account Representative / Senior

Location: Customer Care, Commerce Park

Reports to: Customer Care Supervisor

Responsibilities

• Provide professional and proper response to all inquiries received from internal and external customers.
• Perform quote and order processing, handle all telephone, email, and/or chat inquiries ensuring accurate, timely and effective handling of the customer requirement.
• Respond, analyze and/or resolve customer requests, inquiries, or problems by utilizing established procedures in a timely manner.
• Build relationships with customers; understand their product lines and markets to promote the value added products that Victaulic offers.
• Assist customers in selecting product and identifying potential sales leads.
• Identify and report all instances of customer problems or system deficiencies that are not immediately resolved to Supervisor, Sales Representative and/or Management.
• Provide feedback on CC procedures and identify process improvement opportunities.
• Maintain current documentation and files as per established procedures.
• Uphold a positive attitude and enthusiastic demeanor to provide customers with the highest level of service.
• Ensure customer satisfaction and company profitability by consistently 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.

Senior Responsibilities

• Serve as subject matter expert for more specialized products.
• Be an expert in all CC procedures and applications to achieve daily tasks and goals.
• Develop expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.
• Coordinate project delivery requirements utilizing project management and basic expediting skills.
• Identify and offer product substitutions to help meet project requirements.
• Recommend improvement areas.
• Provide subject matter expertise and interpretation of procedures to less experienced team members.
• Mentor new hires.

Qualifications

• 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.
• Proficient in QlikView/Sense Applications.
• Extraordinary attention to detail with strong organizational skills.
• Excellent communication skills, patient, professional and courteous when faced with an adverse situation.
• Project management and analytical skills a plus.
• 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.