POSITION:        Customer Satisfaction Coordinator

 LOCATION:      Materials Operations, Commerce Park REPORTS TO:   Customer Satisfaction Supervisor    Responsibilities: 

• The Customer Satisfaction Coordinator acts as the liaison between Customer Care, Manufacturing and Supply Chain.

 

• Analyze and resolve customer requests for compressed schedule material inquiries, requirements, or problems by utilizing 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.

 

• Understanding of Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.

 

• Monitor and expedite orders by interfacing directly with Manufacturing and Supply Chain. Maintain close communications with Customer Care regarding disposition of order requirements.

 

• Proactively manage dating, shipping warehouse, and product substitutions for customer orders or through Service Requests.

 

• Responsible for maintaining communication to Customer Care team members and Management regarding any changes in expedited dates and or COM dates.

 

• Conduct or support training activities for Customer Care in a professional fashion and/or as requested by Supervisor or Manager.  

 

• Uphold a positive attitude and enthusiastic demeanor to provide the highest level of service.

 

• 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.

    

 Qualifications: (Education, Experience, Personal Attributes) 

• B.A. / B.S. Degree in related field, preferred or equivalent experience.

 

• Minimum three years of Customer Service and / or Victaulic product knowledge. Manufacturing or Operations experience a plus.

 

• Proficient in MS Office applications including Outlook, Word, Excel, and Power Point.

 

• Project management and analytical skills preferred.

 

• Excellent oral and written communication skills.

 

• Extraordinary attention to detail with strong organizational skills.

 

• Proficient in Qlik View/ Qlik Cloud Applications.

 

• Must display leadership and collaboration skills and be an effective advocate of process improvement.

 

• Is 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.