Customer Care Support Coordinator Job at Victaulic (Easton)

Job Responsibility

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

Requirements

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

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Customer Care Support Coordinator

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