Customer Care Coordinator

Edwards Vacuum LLC; Boston (MA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Culture of trust and accountability

Lifelong learning and career growth

Innovation powered by people

Comprehensive compensation andBenefits

Health and well-being

Job summary

Edwards Vacuum LLC is seeking a Customer Care Coordinator to support US customers as part of the Edwards North America Customer Center. The role interfaces with sales, service, logistics, product management and finance to drive customer satisfaction and revenue.

You will own customer issues, manage communications, quotations, orders, and open order book updates while ensuring adherence to internal policies and service levels.

Qualifications

• Minimum 1-year work experience in Customer Service (ideally within an international and highly automated environment).
• Strong communication skills, both written and spoken.
• Proactive and able to manage multiple tasks under deadlines.

Responsibilities

• Take ownership of customer issues and interface with sales, service and finance teams to resolve problems promptly.
• Handle internal and external communication professionally and respond to inquiries.
• Manage and maintain multiple email boxes and provide product availability information.
• Create and maintain customer records and record interactions per rules.
• Prepare, track and file quotations with sales input and internal policy.
• Manage order entries, delivery dates and status with internal departments.
• Provide open order book updates to customers as defined by CC Leads.
• Support Key Account portals and manage consignment stock and invoicing.

Skills

Microsoft Office

Customer service

Education

High School diploma or GED

Tools

SAP

Oracle

Job description

Your role

Your mission as the Customer Care Coordinator is to provide best in class support to US customers while adhering to Edwards Vacuum LLC commercial best practices and further the organizations sales and service objectives. The Customer Care Coordinator is responsible for supporting the Edwards North America Customer Center and managing specified customers within the US geography and globally to improve customer relations and lead to increased revenue

You will:

• Take ownership of customer issues and interface with sales and service teams, technical support, logistics, supply chain, product managers, service centre and finance teams to generate solutions in a timely manner.
• Handle both internal and external communication on professional level and promptly respond to all enquiries.
• Manage and maintain multiple email boxes
• Provide information on price, availability and other product related details based on available resources (SAP/Oracle)
• Create and maintain customer details and record customer interaction according to defined set of rules.
• Prepare, track, file and maintain quotations to customers in cooperation with sales teams and in line with internal policies and within agreed service levels.
• Be responsible for order management: book customers' purchase orders in line with internal compliance and Prokura, manage and monitor all types of orders, follow up on delivery dates and holds with other internal departments.
• Proactively manage request dates in line with customer expectations as well as related installation plans and project timeline changes and elevate where appropriate.
• Pro-actively provide open order book status updates to internal and external customers as defined by the CC Leads.
• Manage and maintain Key Account Customer Portals.
• Manage customer consignment stocks, including stock replenishment follow up and billing to customer in accordance with internal processes and contracts.
• Manage all activities to drive to achieve financial objectives.
• Manage and ensure correct invoicing for all orders according to agreed terms and internal and external requirements.
• Research and resolve invoice disputes from customers within the set Service Levels. Process credits and rebills as required.
• Work closely with Credit Control and Cash Collection teams to resolve financial issues (billing, credit holds, credit risks, overdue invoices, payment terms, etc.).
• Pro-actively strive for continuous process improvement and personal development (such as product and industry knowledge, services and processes, etc.).
• Pro-actively support other team members. Be a team player.
• Strive to achieve set of individual goals as defined in the yearly performance and development plan.
• Follow instructions given by superior (CC TL, TL and Manager).
• Maintains punctual, regular and predictable attendance; works collaboratively in a team environment with a spirit of cooperation.
• Opportunity to participate in the weekly On Call Program (24 x 7 phone support).
• Participates in assigned training programs.
• Demonstrated ability to work effectively in a deadline driven environment.

To succeed, you will need

Education level

• Minimum High School diploma or GED

Relevant Previous experience

• Minimum 1-year work experience in Customer Service (ideally within an international and highly automated environment).

Knowledge areas/Skills

• SAP preferred but not required
• Microsoft Office products to include: Outlook, PowerPoint, Word & Excel

Other requirements

• Good interpersonal and communication skills, both over the telephone and in writing to customers and colleagues.
• Enthusiasm, diplomacy, accuracy and attention to detail.
• Customer focused and driven by customer satisfaction with high level customer service.
• Ability to work in a team environment yet be a self-starter and able to manage own tasks with minimum management.
• Resourceful and able to take the initiative to resolve issues and share that initiative with others.
• Effectively manage multiple tasks simultaneously in a high workload environment with proven ability to deliver results.
• Demonstrated ability to work effectively in a deadline driven environment.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our Edwards facility. The selected candidate will be located in either Chandler, AZ; Haverhill, MA; Sanborn, NY; or Hillsboro, OR.

We Are An Equal Opportunity Employer!

Edwards Company considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. No person shall be denied the equal protection of the laws of this state or any subdivision thereof. No person shall, because of race, color, ethnicity, national origin, age, disability, creed [or], religion, or sex, including sexual orientation, gender identity, gender expression, pregnancy, pregnancy outcomes, and reproductive healthcare and autonomy, be subjected to any discrimination in [his or her] their civil rights by any other person or by any firm, corporation, or institution, or by the state or any agency or subdivision of the state, pursuant to law. Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 150 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research. At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer. For more information about Edwards visit our website: www.edwardsvacuum.com A division of Atlas Copco

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