Customer Satisfaction Coordinator

About the role

The Customer Satisfaction Coordinator serves as the liaison between Customer Care, Manufacturing, and Supply Chain. The role involves analyzing and resolving customer requests, monitoring and expediting orders, and maintaining communication with Customer Care.

Responsibilities

• Analyze and resolve customer requests for compressed schedule material inquiries, requirements, or problems using established procedures and interacting effectively across all cross-functional team members.
• Utilize QlikView reports and other system tools to meet the requirements of all quotes/orders passed on through Service Requests or as otherwise identified.
• Apply understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support Customer Care team members with product delivery requirements.
• Maintain close communication with Customer Care regarding disposition of order requirements and any changes in expedited dates and/or COM dates.
• Proactively manage dating, shipping warehouse, and product substitutions for customer orders or through Service Requests.
• Conduct or support training activities for Customer Care in a professional fashion and/or as requested by Supervisor or Manager.
• Ensure customer satisfaction and company profitability by consistently adhering to the policies and procedures established by the organization.
• Assist all other department disciplines in various areas as required by Material Operations 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 the Supervisor or Manager.

Requirements

• Minimum three years of Customer Service and/or Victaulic product knowledge.
• Proficient in MS Office applications including Outlook, Word, Excel, and PowerPoint.
• Excellent oral and written communication skills.
• Extraordinary attention to detail with strong organizational skills.
• Proficient in QlikView/Qlik Cloud applications.
• Must display leadership and collaboration skills and be an effective advocate of process improvement.
• Patient, professional, and courteous when faced with an adverse situation.
• 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.

Qualifications

• B.A./B.S. degree in a related field.
• Manufacturing or Operations experience.
• Project management and analytical skills.

Skills

• Customer Service and Product Knowledge.
• MS Office Applications.
• QlikView/Qlik Cloud Applications.
• Leadership and Collaboration Skills.
• Attention to Detail and Organizational Skills.
• Problem-Solving and Multi-Tasking Abilities.

Benefits

Comprehensive health, dental, and vision coverage.

Retirement savings plans with company match.

Life insurance and disability coverage.

Paid time off, holidays, and flexible work arrangements.

Employee Assistance Programs (EAP) and wellness resources.

Inclusive, team-oriented culture where people look out for one another.

Pay

Competitive compensation with performance-based incentives.

Schedule

Full-time position.