Customer Care Project Coordinator

# Job Description

Position: Project Coordinator/Senior Location: Customer Care, Commerce Park Reports To: Customer Care Supervisor

## Responsibilities

1. Sales liaison to our internal and external customers.
2. Serve as subject matter expert for custom products & projects.
3. Prepare and issue project based quotations for standard and custom products.
4. Support priced on application process conforming to margin & pricing guidelines.
5. Perform all quote & order related tasks and service-related activities ensuring accurate, timely and effective handling of customer requirements including documentation and product delivery.
6. Coordination of project delivery requirements utilizing project management and basic expediting skills through product substitution or escalation to Customer Satisfaction.
7. Review of project management reports. Communication of project status and jobsite coordination with internal and external customers.
8. Provide feedback on CC procedures and identify process improvement opportunities.
9. Respond, analyze and/or resolve customer requests, inquiries, or problems by utilizing established procedures in a timely manner.
10. Uphold a positive attitude and enthusiastic demeanor to provide customers with the highest level of service.
11. Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the organization.
12. Assist all other department disciplines in various areas as required to maintain your team, Customer Care and Victaulics Global mission.
13. Work closely with all facets of the organization to provide superior customer service.
14. Assist in various tasks, projects and responsibilities as assigned by CC Management team.

### Senior Responsibilities

1. Serve as subject matter expert for custom products and / or high profile projects.
2. Expert in all CC procedures and applications to achieve daily tasks and goals.
3. Understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.
4. Work with Supervisor/Team Lead to implement process improvements.
5. Provide subject matter expertise and interpretation of procedures to less experienced team members.
6. Conduct qualitative and operational activities for legislative and domestic product requirements, as applicable.
7. Mentor new hires.

## Qualifications (Education, Experience, Personal Attributes)

1. B.S. / B.A. Degree preferred.
2. Proficient in MS Office applications including Outlook, Word, Excel, and Power Point.
3. Minimum three years of customer service and/or Victaulic product knowledge.
4. Project management and analytical skills preferred.
5. Excellent oral and written communication skills.
6. Extraordinary attention to detail with strong organizational skills.
7. Proficient in Qlik View/Sense Applications.
8. Must display leadership and collaboration skills and be an effective advocate of process improvement.
9. Is patient, professional, and courteous when faced with an adverse situation.
10. Goal oriented, reliable, self-motivated, and able to problem solve and multi-task effectively in a fast-paced environment.
11. Willing to be flexible in schedule and work occasional overtime.
12. Willing to make infrequent overnight travel.