Customer Care Support Coordinator

Victaulic Company; United States; On-site; USD 52,000 - 68,000; Full time

Job summary

Victaulic Company in the United States seeks a Customer Care professional to manage dispute resolution, credits, RMAs and warranty claims, while ensuring accurate order processing and strong customer satisfaction. The role emphasizes root-cause analysis, timely communications, and adherence to standard procedures to support profitability.

Senior responsibilities include directing daily operations of the Customer Care team, testing system enhancements, internal audits, and monthly reporting, all

Qualifications

• Minimum High School Diploma; Associates Degree preferred.
• Senior Qualification: 5 Years of customer service experience or Victaulic product knowledge.

Responsibilities

• Identify, communicate root causes in daily processes to prevent or resolve billing disputes.
• Perform order processing and service-related activities to ensure accurate, timely handling of customer requirements.
• Assist in mentoring and training Activity for Customer Care team members.
• Analyze and resolve customer requests using established procedures; report issues to supervisors and sales management.
• Adhere to all company policies, procedures, and best practices for order cycle activities; maintain documentation as required.

Job description

Job Description Responsibilities

Resolution follow through and measurement of dispute process. Responsible to identify and communicate root causes in daily processes, prevent and /or resolve any billing disputes ensuring improved efficiencies. Completion and follow-up on customer post ship corrections requiring a return material authorization or credit. Responsible for the issuance of credits, including disputes, return material authorizations and warranty claims. Responsible for the processing, determination of value, and notification of negotiated returns utilizing established procedures. Conduct mentoring and training activities for Customer Care team members in a professional fashion and as requested by Customer Care Supervisors and / or Managers. Performs order processing and service-related activities to ensure the accurate, timely and effective handling of customer requirements. Identify, analyze and resolve customer requests, inquiries and problems by utilizing established procedures. Responsible to analyze and resolve customer requests, inquiries or problems by utilizing established procedures. Identify and report all instances of customer problems, potential sales leads and system deficiencies that are not immediately resolved to Supervisor and Sales Representative and / or Sales Management. Adhere to all company policies, procedures, and best practices of all order cycle activities. Maintain current documentation and files as per established policies and procedures. Responsible to ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by Customer Care and the organization. Assist in various tasks, projects and responsibilities as assigned by a Customer Care Supervisor or Manager. Utilizes the Quality Improvement Process to fulfill the responsibilities of the position and improve work processes.

Senior Responsibilities

Responsible for assisting the Customer Care Support Supervisor in directing and facilitating the daily operations of the Customer Care Support team such that the departmental and organizational objectives are successfully achieved. Responsible for VDC, M3 billings / credits and management of the bi-annual / annual account material purges (including Ferguson DCs). Responsible for testing Customer Support specific system enhancements (BPCS, M3, Pega). Responsible for organizing and fulfilling Internal Audit Document requests. Responsible for running monthly reports including, but not limited to Negotiated RMA Shipment Report. Adhere to and demonstrate evidence of practicing the Victaulic Principles of Leadership to promote areas such as team building, employee empowerment, motivation and process enhancement.

Qualifications

(Education, Experience, Personal Attributes) Minimum High School Diploma, Associates Degree preferred Must possess proficient software skills such as Microsoft Office – Word and Excel. Minimum one year of customer service and / or Victaulic product knowledge. (Senior Qualification: 5 Years) Must display leadership and collaboration skills and be an effective advocate of process improvement. Must possess excellent communication skills and be patient, professional and courteous when faced with an adverse situation. Must be goal oriented, reliable, self-motivated, and able to multi-task effectively. Willing to be flexible in schedule and work occasional overtime. Willing to make infrequent overnight travel. 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).

Victaulic is a leader in pipe joining solutions, with over 5,500 employees involved in some of the most prestigious construction projects worldwide. From the Hoover Dam to Bird’s Nest National Olympic Stadium in Beijing, Victaulic is there—increasing stability and sustainability wherever we go. While working for a fast-growing global leader is attractive, most Victaulic employees feel our best attributes are what we do for our people. This means doing things like building from within, sticking to our word, taking care of each other, and doing the right thing even when no one is watching. This blend of extraordinary opportunity and genuine caring is why so many people choose to build their lives and careers with us.