Customer Care Center of Excellence Coordinator

Victaulic•Easton, PA

6d•Onsite

About The Position

POSITION: Customer Care Center of Excellence Coordinator LOCATION: Customer Care, Commerce Park REPORTS TO: Customer Care Business Process and Technology Supervisor Responsibilities: 1. In collaboration with the Customer Care management team, ensure policies, processes, and systems are tested, and delivered to ensure organizational success. 2. Partner with the CC Systems Coordinator to create test scenarios, prepare test data, execute testing, record defects and retest. 3. Assist with maintaining and supporting the administrative functions of Automated Order Entry, CRM, and ERP systems. 4. Provide first-level technical support for hardware and software issues, escalating complex problems to IT Support, as needed. 5. Create and maintain comprehensive instructional materials, such as "how-to" guides, video tutorials, and user manuals to assist users in effectively utilizing computer software. 6. Assist in the reporting of monthly team metrics to track performance and identify areas for improvement. 7. Maintain and report on project schedules to identify and track completion of tasks and key milestones. Ensure any changes to project scope are properly documented, communicated, and approved. 8. Identify areas for improvement by researching issues, complaints, and shortfalls related to processes. 9. Work with various departments to develop cross-functional processes. 10. Partner with global Customer Care leaders for best practices, standard workflow, and new process methodologies. 11. Uphold a positive attitude and enthusiastic demeanor to provide internal and external customers with the highest level of service. 12. Assist in various tasks, projects, and responsibilities as assigned by the Customer Care management team. 13. Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the organization. 14. Assist all other department disciplines in various areas as required to maintain your team, Customer Care and Victaulic’s Global mission. Qualifications: (Education, Experience, Personal Attributes) 1. B.S. / B.A. Degree preferred. 2. Experience with instructional design and development preferred. 3. Proficient software skills in Microsoft Office 365, CRM and web-based systems required. 4. Minimum three years of Victaulic customer service, systems, and product knowledge. 5. Must display leadership and collaboration skills while being an advocate for process improvement. 6. Excellent oral and written communication skills. 7. Is patient, professional, and courteous when faced with an adverse situation. 8. Must have strong organizational and project management skills, as well as extraordinary attention to detail. 9. Must possess analytical thinking and business acumen. 10. Goal oriented, reliable, self-motivated, and able to problem solve and multi-task effectively in a fast-paced environment. 11. Willing to be flexible in schedule and work occasional overtime to cover off hour testing. 12. Willing to make infrequent overnight travel. Victaulic is a leader in pipe joining solutions, with over 5,500 employees involved in some of the most prestigious construction projects worldwide. From the Hoover Dam to Bird’s Nest National Olympic Stadium in Beijing, Victaulic is there—increasing stability and sustainability wherever we go. While working for a fast-growing global leader is attractive, most Victaulic employees feel our best attributes are what we do for our people. Our private ownership allows us to provide a more personal, family-like atmosphere. This means doing things like building from within, sticking to our word, taking care of each other, and doing the right thing even when no one is watching. This blend of extraordinary opportunity and genuine caring is why so many people choose to build their lives and careers with us.

Requirements

Proficient software skills in Microsoft Office 365, CRM and web-based systems required.
Minimum three years of Victaulic customer service, systems, and product knowledge.
Must display leadership and collaboration skills while being an advocate for process improvement.
Excellent oral and written communication skills.
Is patient, professional, and courteous when faced with an adverse situation.
Must have strong organizational and project management skills, as well as extraordinary attention to detail.
Must possess analytical thinking and business acumen.
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 to cover off hour testing.
Willing to make infrequent overnight travel.

Nice To Haves

B.S. / B.A. Degree preferred.
Experience with instructional design and development preferred.

Responsibilities

In collaboration with the Customer Care management team, ensure policies, processes, and systems are tested, and delivered to ensure organizational success.
Partner with the CC Systems Coordinator to create test scenarios, prepare test data, execute testing, record defects and retest.
Assist with maintaining and supporting the administrative functions of Automated Order Entry, CRM, and ERP systems.
Provide first-level technical support for hardware and software issues, escalating complex problems to IT Support, as needed.
Create and maintain comprehensive instructional materials, such as "how-to" guides, video tutorials, and user manuals to assist users in effectively utilizing computer software.
Assist in the reporting of monthly team metrics to track performance and identify areas for improvement.
Maintain and report on project schedules to identify and track completion of tasks and key milestones. Ensure any changes to project scope are properly documented, communicated, and approved.
Identify areas for improvement by researching issues, complaints, and shortfalls related to processes.
Work with various departments to develop cross-functional processes.
Partner with global Customer Care leaders for best practices, standard workflow, and new process methodologies.
Uphold a positive attitude and enthusiastic demeanor to provide internal and external customers with the highest level of service.
Assist in various tasks, projects, and responsibilities as assigned by the Customer Care management team.
Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the organization.
Assist all other department disciplines in various areas as required to maintain your team, Customer Care and Victaulic’s Global mission.