Customer Care Coordinator

Your mission as the Customer Care Coordinator is to provide best-in-class support to US customers while adhering to Edwards Vacuum LLC commercial best practices and further the organization’s sales and service objectives. The role supports the Edwards North America Customer Center and manages specified customers within the US geography and globally to improve customer relations and drive increased revenue.

Responsibilities

• Take ownership of customer issues and interface with sales, service, technical support, logistics, supply chain, product managers, service center, and finance teams to generate timely solutions.
• Handle both internal and external communication professionally and respond promptly to all inquiries.
• Manage and maintain multiple email boxes.
• Provide information on price, availability, and other product-related details using available resources (SAP/Oracle).
• Create and maintain customer details and record customer interactions according to defined rules.
• Prepare, track, file, and maintain quotations for customers in cooperation with sales teams, adhering to internal policies and service levels.
• Manage order bookings, ensuring compliance with internal policies and Prokura; monitor all types of orders, follow up on delivery dates, and address holds with internal departments.
• Proactively manage request dates in line with customer expectations, installation plans, and project timeline changes; escalate as needed.
• Provide proactive open order book status updates to internal and external customers as defined by Customer Care Leads.
• Manage and maintain Key Account Customer Portals.
• Oversee customer consignment stocks, including stock replenishment follow-up and billing in accordance with internal processes and contracts.
• Drive activities to achieve financial objectives.
• Ensure correct invoicing for all orders according to agreed terms and internal/external requirements.
• Research and resolve invoice disputes from customers within set service levels.
• Process credits and rebills as required.
• Collaborate with Credit Control and Cash Collection teams to resolve financial issues (e.g., billing, credit holds, credit risks, overdue invoices, payment terms).
• Proactively pursue continuous process improvement and personal development (e.g., product and industry knowledge, services, and processes).
• Support other team members and act as a team player.
• Strive to achieve individual goals as defined in the yearly performance and development plan.
• Follow instructions from superiors (Customer Care Team Lead, Team Lead, and Manager).
• Participate in the weekly On-Call Program (24/7 phone support) as required.
• Maintain punctual, regular, and predictable attendance; work collaboratively in a team environment.

Requirements

• Minimum High School diploma or GED.
• Minimum 1 year of work experience in Customer Service, ideally within an international and highly automated environment.
• Proficiency in Microsoft Office products (Outlook, PowerPoint, Word, Excel).
• SAP experience preferred but not required.
• Strong interpersonal and communication skills, both over the telephone and in writing.
• Enthusiasm, diplomacy, accuracy, and attention to detail.
• Customer-focused with a drive for customer satisfaction and high-level service.
• Ability to work in a team environment while being a self-starter and managing tasks with minimal supervision.
• Resourcefulness and initiative in resolving issues and sharing solutions with others.
• Ability to manage multiple tasks simultaneously in a high-workload environment and deliver results.
• Proven ability to work effectively in a deadline-driven environment.

Benefits

• Culture of trust and accountability.
• Lifelong learning and career growth opportunities.
• Innovation powered by people.
• Comprehensive compensation and benefits.
• Focus on health and well-being.

Location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and on-site at our Edwards facility. The selected candidate will be located in one of the following locations: Chandler, AZ; Haverhill, MA; Sanborn, NY; or Hillsboro, OR.