Customer Service Representative

6 days ago

Easton, Pennsylvania, United States Victaulic Full time
About Victaulic

Victaulic is a global leader in mechanical pipe joining innovations and is the world's leading producer of mechanical pipe joining solutions. The company has 13 manufacturing facilities and 28 branches worldwide with 4,400 employees who speak 43 languages across the globe. With over 2,000 global patents, Victaulic solutions are at work in more than 140 countries across diverse business lines including oil and gas, chemical, mining, power generation, water and wastewater treatment, military and marine, as well as commercial building and fire protection.

Responsibilities
  • Provide Professional Support: Respond to product and order-related inquiries for primary accounts and other account contacts as required.
  • Develop Customer Relationships: Develop and improve the focus of customer relationship management with both internal and external customers, as well as support the Victaulic Product Delivery System by maintaining a proactive and integrated communication flow with Sales, the Distribution Center Managers, and our customers regarding customer service issues.
  • Order Processing and Service: Perform all order processing and service-related activities to ensure the accurate, timely, and effective handling of customer requirements.
  • Product Selection and Sales Opportunities: Assist customers in selecting products that best suit their applications and identify potential sales opportunities, ensuring that sales leads are provided to the appropriate Sales Representative.
  • Quotation and Order Entry: Perform quotation and order entry, edit, and maintenance, handle all telephone, fax, or email inquiries relating to freight, product application, or billing issues for primary accounts and other accounts as required.
  • Customer Request Analysis and Resolution: Analyze and resolve customer requests, inquiries, or problems by utilizing established procedures.
  • Problem Identification and Reporting: Identify and report all instances of customer problems, potential sales leads, and system deficiencies that are not immediately resolved to the Supervisor and Sales Representative and/or Sales Management.
  • Billing Disputes and Efficiency: Prevent and/or resolve any billing disputes, ensuring improved efficiencies.
  • Company Policies and Procedures: Adhere to all company policies, procedures, and best practices of all order cycle activities.
  • Documentation and Files: Maintain current documentation and files as per established procedures and policies.
  • Customer Satisfaction and Profitability: Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by Customer Care and the organization.
  • Additional Responsibilities: Assist in various tasks, projects, and responsibilities as assigned by a Customer Care Supervisor or Manager.
  • Quality Improvement Process: Utilize the Quality Improvement Process to fulfill the responsibilities of the position and improve work processes.
Qualifications
  • Education: Bachelor's Degree a plus.
  • Experience: Possess proficient skills with Microsoft Office products, including Word, Excel, Access, and Project. Experience and understanding of Visual 3. Basic language a plus.
  • Customer Service Experience: Minimum three years of customer service experience.
  • Communication Skills: Must possess excellent communication skills and be patient, professional, and courteous when faced with an adverse situation.
  • Project Management Skills: Project management skills a plus.
  • Goal-Oriented and Reliable: Must be goal-oriented, reliable, self-motivated, and able to multi-task effectively.
  • Flexibility: Willing to be flexible in schedule and work occasional overtime.

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