Customer Care Coordinator

About the role

Your role as a Customer Care Coordinator is to provide top-notch support to US customers while adhering to Edwards Vacuum LLC's commercial best practices. You will manage 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 and service teams, technical support, logistics, supply chain, product managers, service centers, and finance teams to generate solutions promptly.
• Handle both internal and external communication on a professional level and promptly respond to all inquiries.
• Manage multiple email inboxes.
• Provide information on price, availability, and other product-related details based on available resources (SAP/Oracle).
• Create and maintain customer details and record customer interactions according to defined rules.
• Prepare, track, file, and maintain quotations to customers in cooperation with sales teams and in line with internal policies and agreed service levels.
• Be responsible for order management: book customers' purchase orders in line with internal compliance and Prokura, manage and monitor all types of orders, follow up on delivery dates and holds with other internal departments.
• Proactively manage request dates in line with customer expectations as well as related installation plans and project timeline changes and escalate where appropriate.
• Proactively provide open order book status updates to internal and external customers as defined by the CC Leads.
• Manage and maintain Key Account Customer Portals.
• Manage customer consignment stocks, including stock replenishment follow-up and billing to customers in accordance with internal processes and contracts.
• Manage and ensure correct invoicing for all orders according to agreed terms and internal and external requirements.
• Research and resolve invoice disputes from customers within the set Service Levels.
• Process credits and rebills as required.

Requirements

• Education: Minimum High School diploma or GED.
• Experience: Minimum 1-year work experience in Customer Service (ideally within an international and highly automated environment).
• Knowledge Areas/Skills: SAP preferred but not required. Microsoft Office products to include: Outlook, PowerPoint, Word & Excel.

Skills

• Good interpersonal and communication skills, both over the telephone and in writing to customers and colleagues.
• Enthusiasm, diplomacy, accuracy, and attention to detail.
• Customer-focused and driven by customer satisfaction with high-level customer service.
• Ability to work in a team environment yet be a self-starter and able to manage own tasks with minimum management.
• Resourceful and able to take the initiative to resolve issues and share that initiative with others.
• Effectively manage multiple tasks simultaneously in a high-workload environment with proven ability to deliver results.
• Demonstrated ability to work effectively in a deadline-driven environment.

Other Requirements

• Good interpersonal and communication skills, both over the telephone and in writing to customers and colleagues.
• Enthusiasm, diplomacy, accuracy, and attention to detail.
• Customer-focused and driven by customer satisfaction with high-level customer service.
• Ability to work in a team environment yet be a self-starter and able to manage own tasks with minimum management.
• Resourceful and able to take the initiative to resolve issues and share that initiative with others.
• Effectively manage multiple tasks simultaneously in a high-workload environment with proven ability to deliver results.
• Demonstrated ability to work effectively in a deadline-driven environment.

Benefits

We offer a culture of trust and accountability, lifelong learning and career growth, innovation powered by people, comprehensive compensation and benefits, health and well-being, and a hybrid working arrangement allowing you to split your time between working remotely and being on-site at our Edwards facility. The selected candidate will be located in either Chandler, AZ; Haverhill, MA; Sanborn, NY; or Hillsboro, OR.

Pay

The pay for this role is competitive and commensurate with experience.

Schedule

The schedule for this role is flexible and allows for a hybrid working arrangement, with the option to work remotely and be on-site at our Edwards facility.

Qualifications

Qualifications for this role include education level, relevant previous experience, knowledge areas/skills, and other requirements as outlined above.