Customer Care Coordinator

About the role

Your mission is to provide best‑in‑class support to US customers while adhering to Edwards Vacuum LLC commercial best practices and furthering the organization’s sales and service objectives. You will support the Edwards North America Customer Center and manage specified customers within the US geography and globally to improve customer relations and drive increased revenue.

Responsibilities

• Maintain a working knowledge of Edwards products and services.
• Enter, expedite, monitor, and track customer orders and opportunities received via telephone, electronic communication, and web portals.
• Process order amendments as required.
• Prepare, track, file, and maintain written quotations.
• Communicate activity to responsible Account Teams.
• Work closely with Credit Management to resolve commercial issues (billing, pricing, tax status, freight terms, etc.).
• Take ownership of customer issues and interface with technical support, logistics, product managers, and field sales teams to generate solutions in a timely fashion, including participation in the weekly On‑Call Program (24 × 7 phone support).
• Prepare Open Order reports, providing status updates to customers and Account Teams.
• Manage and maintain shared Customer Care mailboxes.
• Manage daily invoice processing and distribution.
• Complete Supplier Information Requests and route to appropriate internal personnel for approval prior to submission to the customer.
• Research and resolve invoice discrepancies from customers.
• Process credits and rebills as required.
• Assess customer needs quickly and prioritize workload.
• Create and code new customer set‑up both domestic and export.
• Understand Edwards systems and business processes thoroughly.
• Resolve or coordinate technical inquiries, specific application advice, price and availability quotations, non‑standard product enquiries, and contract bids.
• Participate in assigned training programs and perform only those tasks for which proper training has been received.
• Effectively manage multiple tasks simultaneously in a high‑workload environment with proven ability to deliver results.
• Demonstrate ability to work effectively in a deadline‑driven environment.

Requirements

• Minimum High School diploma or GED.
• At least 1 year of work experience in Customer Service (ideally within an international and highly automated environment).

We encourage you to apply even if you don't meet every single requirement; we value diverse experiences and perspectives.

Knowledge and Skills

• SAP preferred but not required.
• Proficiency with Microsoft Office products: Outlook, PowerPoint, Word, and Excel.
• Good interpersonal and communication skills, both over the telephone and in writing, with customers and colleagues.
• Enthusiasm, diplomacy, accuracy, and attention to detail.
• Customer‑focused and driven by customer satisfaction with a high level of service.