Customer Care Projects and Operations Coordinator
Victaulic Company
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Job summary
Victaulic, headquartered in Easton, PA, seeks a Customer Care Projects and Operations Coordinator to orchestrate project-based quotes, fulfillment opportunities, and operational support. You will bridge Sales, Customer Care, Supply Chain, and Project Coordination to drive improvements and customer satisfaction.
The role emphasizes analytics, meticulousness, and cross-functional collaboration, with opportunities for overtime and occasional travel.
Qualifications
- Minimum of two years of customer service experience and/or Victaulic product knowledge.
- Strong understanding of customer care operations, order management, fulfillment processes, and customer service best practices.
- Excellent analytical and project coordination skills with the ability to manage competing priorities.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Ability to travel overnight occasionally and willingness to work overtime when needed.
- Bachelor's degree preferred.
Responsibilities
- Serve as the centralized intake point for project-based quotes and ensure completeness for processing.
- Perform lead time and risk analysis using AI technology.
- Maintain a centralized quote log tracking submission status and progress.
- Communicate quote changes and risk exposures to internal stakeholders.
- Coordinate transfer of project information to the Project Coordinator team.
- Proactively follow up with Sales on project schedule changes.
- Identify reallocation opportunities for orders available to ship and optimize fulfillment.
- Collaborate with Sales, Supply Chain, Manufacturing and other departments to deliver excellent service.
- Provide feedback on Customer Care procedures and drive process improvements.
- Respond to inquiries promptly and maintain a customer-focused approach.
Skills
Education
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Job description
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.
- 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 highly organized and customer-focused professional to join our Customer Care team as a Customer Care Projects and Operations Coordinator. In this role, you will serve as the central point of coordination for project-based quotes, fulfillment opportunities, and operational support activities. Your work will ensure seamless communication between Sales, Customer Care, Supply Chain, and Project Coordination teams while helping drive process improvements, service excellence, and customer satisfaction. Success in this role requires strong analytical skills, attention to detail, the ability to manage multiple priorities, and a passion for delivering outstanding customer experiences while supporting Victaulic's global mission.
- Serve as the centralized point of intake for project-based quotes, ensuring submissions are accurately logged and contain all information required for processing.
- Perform lead time and risk analysis utilizing AI technology.
- Maintain a centralized quote log to track submission status, completeness, and processing progress.
- Communicate quote changes, status updates, lead time findings, and risk exposures to internal stakeholders.
- Ensure all related project information is successfully transferred to the Project Coordinator team.
- Conduct proactive follow-up with Sales to monitor project schedule changes and ensure dates remain current.
- Identify and pursue reallocation opportunities for orders available to ship, optimizing fulfillment and minimizing customer impact.
- Review and act on order lines flagged as non-allocatable, coordinating with internal teams to drive resolution.
- Provide feedback on Customer Care procedures and identify opportunities for process improvement.
- Respond to, analyze, and resolve customer requests, inquiries, and concerns utilizing established procedures in a timely manner.
- Uphold a positive attitude and customer-focused approach while providing the highest level of service.
- Ensure customer satisfaction and company profitability through consistent adherence to department and company policies and procedures.
- Partner with all Customer Care disciplines to support team objectives and Victaulic's global mission.
- Collaborate cross-functionally with Sales, Supply Chain, Manufacturing, and other departments to deliver superior customer service.
- Support additional tasks, projects, and responsibilities as assigned by Customer Care Management.
- Minimum of two years of customer service experience and/or Victaulic product knowledge.
- Strong understanding of customer care operations, order management, fulfillment processes, and customer service best practices.
- Excellent analytical and project coordination skills with the ability to manage competing priorities effectively.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Exceptional attention to detail and strong organizational skills.
- Ability to remain patient, professional, and solution-oriented when handling challenging situations.
- Ability to work occasional overtime as business needs require.
- Willingness to travel overnight on an infrequent basis.
- Bachelor's degree preferred.
- Experience utilizing AI-powered technologies for data analysis, process optimization, or business decision-making.
- Experience with QlikView or Qlik Sense applications.
- Experience working within ERP, order management, or supply chain systems.
- Familiarity with the Victaulic Kanban System, Supply Chain operations, logistics, fulfillment, and manufacturing concepts.
- Demonstrated ability to identify and drive process improvement initiatives.
- Collaborative approach with strong cross-functional partnership skills.
- Proven ability to work independently, meet commitments, and consistently deliver results in a fast-paced, high-volume environment.
- Leadership mindset with a focus on continuous improvement and operational excellence.
- Competitive compensation with performance-based incentives
- Career development programs and internal promotion pathways - we build from within
- Tuition reimbursement and continuous learning opportunities
- Comprehensive health, dental, and vision coverage
- Retirement savings plans with company match
- Life insurance and disability coverage
- 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
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
Victaulic - confidential
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