Customer Care Projects and Operations Coordinator

Victaulic; Easton (Northampton County); Presencial; USD 65.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, vision

Retirement plan with match

Paid time off

Tuition reimbursement

Descripción de la vacante

Victaulic, headquartered in Easton, PA, is seeking a Customer Care Projects and Operations Coordinator to serve as the central intake for project quotes and fulfillment activities. You will manage quotes, analyze lead times with AI, and coordinate with Sales, Customer Care, Supply Chain and Project Coordination teams to drive improvements and timely delivery.

In this role you will monitor quote status, push updates to stakeholders, and seek opportunities to optimize fulfillment while maintaining

Formación

• Minimum of two years of customer service experience.
• Strong understanding of customer care operations, order management and fulfillment.
• Excellent analytical and project coordination skills.
• Strong verbal and written communication.
• Bachelor's degree preferred.

Responsabilidades

• Act as the centralized intake for project-based quotes and ensure complete information.
• Perform lead time and risk analysis using AI tools.
• Maintain a centralized quote log and track status.
• Communicate quote changes and status updates to internal stakeholders.
• Ensure project data transfers to the Project Coordinator team.
• Proactively follow up with Sales on schedule changes.
• Identify reallocation opportunities to optimize fulfillment.
• Address non-allocatable order lines with cross-functional teams.
• Provide feedback to improve Customer Care procedures.
• Respond to customer requests and inquiries promptly.
• Collaborate across Sales, Supply Chain, Manufacturing to deliver service.

Descripción del empleo

Job DescriptionABOUT VICTAULICVictaulic, 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 InnovationAt 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 HEREWe'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.WHAT YOU'LL BUILD & OWNServe 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.WHAT YOU BRINGMinimum 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.WHAT SETS YOU APARTExperience 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.WHAT WE OFFERBuild A Better CareerCompetitive compensation with performance-based incentivesCareer development programs and internal promotion pathways - we build from withinTuition reimbursement and continuous learning opportunitiesBuild A Better FutureComprehensive health, dental, and vision coverageRetirement savings plans with company matchLife insurance and disability coverageBuild A Better YouPaid time off, holidays, and flexible work arrangements where applicableEmployee Assistance Programs (EAP) and wellness resourcesInclusive, team-oriented culture where people look out for one anotherBuild A Better WorldJoin a company whose products contribute to a safer, more sustainable built environment every day.IMMIGRATION SPONSORSHIPVictaulic 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.EQUAL EMPLOYMENT OPPORTUNITYVictaulic 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).VICTAULIC STAFFING PARTNER COMMUNICATION POLICYAll 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/careersVictaulic - confidential