Description

• Provide professional and proper response to all inquiries received from internal and external customers.

• Perform quote and order processing, handle all telephone, email, and/or chat inquiries ensuring the accurate, timely and effective handling of the customer requirement.

• Responsible to respond, analyze and/or resolve customer requests, inquiries, or problems by utilizing established procedures in a timely manner.

• Builds relationships with customers; understand their product lines and markets to promote the value added products that Victaulic offers. 

• Assist customers in selecting product and identifying potential sales leads.

• Identify and report all instances of customer problems or system deficiencies that are not immediately resolved to Supervisor, Sales Representative and/or Management.

• Provide feedback on CC procedures and identify process improvement opportunities.

• Maintain current documentation and files as per established procedures.

• Uphold a positive attitude and enthusiastic demeanor to provide customers with the highest level of service.

• Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the organization.

• Assist all other department disciplines in various areas as required to maintain your team, Customer Care 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 CC Management team.

• Serve as subject matter expert for more specialized products. 

• Expert in all CC procedures and applications to achieve daily tasks and goals.

• Develop expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.

• Coordination of project delivery requirements utilizing project management and basic expediting skills.

• Identify and offer product substitutions to help meet project requirements.

• Recommend improvement areas.

• Provide subject matter expertise and interpretation of procedures to less experienced team members.

• Mentor new hires.

• B.S. / B.A. degree preferred.

• Proficient in MS Office applications including Outlook, Word, Excel, and Power Point.

• Minimum three years of customer service and/or Victaulic product knowledge.

• Proficient in Qlik View/Sense Applications.

• Extraordinary attention to detail with strong organizational skills.

• Excellent communication skills, patient, professional and courteous when faced with an adverse situation. 

• Project management and analytical skills a plus.

• 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.