Customer Success & Operations Liaison

Victaulic; Pennsylvania; On-site; USD 55,000 - 76,000; Full time

Benefits offered by this job

Performance incentives

Tuition reimbursement

Health, dental, vision

Job summary

Victaulic, headquartered in Easton, Pennsylvania, is seeking a Customer Satisfaction Coordinator to serve as the liaison between Customer Care, Manufacturing, and Supply Chain. You will analyze and resolve requests for compressed schedule material inquiries, monitor and expedite orders, and keep Customer Care updated on order disposition and changes to expedited or COM dates.

You will work with cross-functional teams to ensure on-time delivery, support training, and uphold policies that maximize

Qualifications

• Minimum three years of Customer Service and/or Victaulic product knowledge.
• Proficient in MS Office applications including Outlook, Word, Excel, and PowerPoint.
• Excellent oral and written communication skills.
• Extraordinary attention to detail with strong organizational skills.
• Proficient in QlikView/Qlik Cloud applications.
• Must display leadership and collaboration skills and be an effective advocate of process improvement.
• Patient, professional, and courteous when faced with an adverse situation.
• 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.

Responsibilities

• Act as the liaison between Customer Care, Manufacturing, and Supply Chain.
• Analyze and resolve customer requests for compressed schedule material inquiries, requirements, or problems by utilizing established procedures and interacting effectively across all cross-functional team members.
• Utilize QlikView reports and other system tools to meet the requirements of all quotes/orders passed on through Service Requests or as otherwise identified.
• Apply understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support Customer Care team members with product delivery requirements.
• Monitor and expedite orders by interfacing directly with Manufacturing and Supply Chain; maintain close communication with Customer Care regarding disposition of order requirements.
• Proactively manage dating, shipping warehouse, and product substitutions for customer orders or through Service Requests.
• Maintain communication with Customer Care team members and Management regarding any changes in expedited dates and/or COM dates.
• Conduct or support training activities for Customer Care in a professional fashion and/or as requested by Supervisor or Manager.
• Uphold a positive attitude and enthusiastic demeanor to provide the highest level of service.
• Ensure customer satisfaction and company profitability by consistently adhering to the policies and procedures established by the organization.
• Assist all other department disciplines in various areas as required by Material Operations 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 the Supervisor or Manager.

Skills

Customer service

Excellent communication

Attention to detail

Leadership

Multi-tasking

Problem solving

Travel readiness

Education

B.A./B.S. degree in related field

Tools

QlikView

Qlik Cloud

MS Office

Job description

Victaulic, headquartered in Easton, Pennsylvania, is seeking a Customer Satisfaction Coordinator to serve as the liaison between Customer Care, Manufacturing, and Supply Chain. You will analyze and resolve requests for compressed schedule material inquiries, monitor and expedite orders, and keep Customer Care updated on order disposition and changes to expedited or COM dates.

You will work with cross-functional teams to ensure on-time delivery, support training, and uphold policies that maximize