Customer Care Project Coordinator

Job Description

ABOUT VICTAULIC

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 reconfigurable 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 Innovation 

At 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 HERE 

In this role, you will serve as a key liaison for internal and external customers, supporting project-based quotations, custom products, order requirements, and project delivery. You will work across the organization to provide responsive service, communicate project status, and help ensure customer satisfaction and company profitability. 

WHAT YOU'LL BUILD & OWN 

• Serve as the sales liaison to internal and external customers. 

• Serve as a subject matter expert for custom products and projects. 

• Prepare and issue project-based quotations for standard and custom products. 

• Support the priced-on-application process in accordance with margin and pricing guidelines. 

• Perform quote- and order-related tasks and service activities, ensuring the accurate, timely, and effective handling of customer requirements, documentation, and product delivery. 

• Coordinate project delivery requirements using project management and basic expediting skills, including product substitution or escalation to Customer Satisfaction when appropriate. 

• Review project management reports and communicate project status and jobsite coordination details to internal and external customers. 

• Provide feedback on Customer Care procedures and identify process improvement opportunities. 

• Respond to, analyze, and resolve customer requests, inquiries, and problems using established procedures in a timely manner. 

• Maintain a positive attitude and enthusiastic demeanor while providing customers with the highest level of service. 

• Support customer satisfaction and company profitability by consistently following policies and procedures established by the team, Customer Care, and the organization. 

• Assist other department disciplines as needed to support the team, Customer Care, and Victaulic’s global mission. 

• Work closely with all areas of the organization to provide superior customer service. 

• Complete additional tasks, projects, and responsibilities as assigned by the Customer Care Management team. 

SENIOR-LEVEL RESPONSIBILITIES 

• Serve as a subject matter expert for custom products and/or high-profile projects. 

• Demonstrate expert knowledge of Customer Care procedures and applications to achieve daily tasks and goals. 

• Apply an understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support Customer Care team members with product delivery requirements. 

• Partner with the Supervisor or Team Lead to implement process improvements. 

• Provide subject matter expertise and interpret procedures for less experienced team members. 

• Conduct qualitative and operational activities related to legislative and domestic product requirements, as applicable. 

• Mentor new hires. 

WHAT YOU BRING 

• Bachelor’s degree preferred. 

• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint. 

• A minimum of three years of customer service experience and/or Victaulic product knowledge. 

• Project management and analytical skills preferred. 

• Excellent verbal and written communication skills. 

• Exceptional attention to detail and strong organizational skills. 

• Proficiency in QlikView and Qlik Sense applications. 

• Leadership and collaboration skills, with the ability to advocate effectively for process improvement. 

• Patience, professionalism, and courtesy when faced with challenging situations. 

• A goal-oriented, reliable, and self-motivated approach, with the ability to solve problems and manage multiple priorities effectively in a fast-paced environment. 

• Flexibility to adjust work schedules and work occasional overtime. 

• Ability to travel overnight on an infrequent basis. 

WHAT SETS YOU APART 

• Experience supporting custom products, complex quotations, or high-profile customer projects. 

• Working knowledge of VKS, Supply Chain, Manufacturing, pricing guidelines, and product delivery requirements. 

• A demonstrated ability to mentor others and turn process improvement opportunities into practical solutions. 

WHAT WE OFFER 

Build A Better Career 

• Competitive compensation with performance-based incentives 

• Career development programs and internal promotion pathways—we build from within 

• Tuition reimbursement and continuous learning opportunities 

Build A Better Future 

• Comprehensive health, dental, and vision coverage 

• Retirement savings plans with company match 

• Life insurance and disability coverage 

Build A Better You 

• 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 

Build A Better World 

Join a company whose products contribute to a safer, more sustainable built environment every day. 

IMMIGRATION SPONSORSHIP 

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. 

EQUAL EMPLOYMENT OPPORTUNITY 

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 STAFFING PARTNER COMMUNICATION POLICY 

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 suspension of the partnership, cancellation of the current contract, and/or a mandatory probation period before future business can resume. Non-compliance may also lead to a permanent ban on future business. This policy supports a streamlined and compliant recruitment process. 

Let's Build a Better World Together. 

victaulic.com/careers 

Victaulic – confidential