Customer Care Account Representative

Job Description
ABOUT VICTAULIC
Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries.
Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures.
An Industry Leader With a Heart as Big as Its Ambition and Innovation
At Victaulic, we're committed to constructing a better world for and with our people.
Let's Build a Better World Together.
Our commitment to our people is built on four pillars:
• We build from within.
• We stand behind our people.
• We foster an environment for constant learning.
• We engineer change for a more stable and sustainable world.
WHAT YOU'LL BUILD & OWN
• Provide professional and proper responses to all inquiries received from internal and external customers.
• Perform quote and order processing and handle telephone, email, and/or chat inquiries, ensuring accurate, timely, and effective handling of customer requirements.
• Respond to, analyze, and/or resolve customer requests, inquiries, or problems using established procedures in a timely manner.
• Build relationships with customers and understand their product lines and markets to promote the value-added products Victaulic offers.
• Assist customers in selecting products and identifying potential sales leads.
• Identify and report customer problems or system deficiencies that are not immediately resolved to the Supervisor, Sales Representative, and/or Management.
• Provide feedback on Customer Care procedures and identify process improvement opportunities.
• Maintain current documentation and files according to established procedures.
• Uphold a positive attitude and enthusiastic demeanor to provide customers with the highest level of service.
• Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the organization.
• Assist other department disciplines in various areas as required to support your team, Customer Care, and Victaulic’s global mission.
• Work closely with all facets of the organization to provide superior customer service.
• Assist with tasks, projects, and responsibilities as assigned by the Customer Care Management team.
SENIOR RESPONSIBILITIES
• Serve as a subject matter expert for more specialized products.
• Demonstrate expertise in Customer Care procedures and applications used to achieve daily tasks and goals.
• Develop an expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support Customer Care team members with product delivery requirements.
• Coordinate project delivery requirements using project management and basic expediting skills.
• Identify and offer product substitutions to help meet project requirements.
• Recommend areas for improvement.
• Provide subject matter expertise and interpretation of procedures to less experienced team members.
• Mentor new hires.
WHAT YOU BRING
• B.S. / B.A. degree preferred.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Minimum of three years of customer service experience and/or Victaulic product knowledge.
• Proficiency in QlikView/Qlik Sense applications.
• Extraordinary attention to detail with strong organizational skills.
• Excellent communication skills; patient, professional, and courteous when faced with an adverse situation.
• Goal-oriented, reliable, self-motivated, and able to problem-solve and multitask effectively in a fast-paced environment.
• Willingness to be flexible in schedule and work occasional overtime.
• Willingness to make infrequent overnight trips.
WHAT SETS YOU APART
• Project management and analytical skills.
WHAT WE OFFER
Build A Better Career
• Competitive compensation with performance-based incentives
• Career development programs and internal promotion pathways - we build from within
• Tuition reimbursement and continuous learning opportunities
Build A Better Future
• Comprehensive health, dental, and vision coverage
• Retirement savings plans with company match
• Life insurance and disability coverage
Build A Better You
• Paid time off, holidays, and flexible work arrangements where applicable
• Employee Assistance Programs (EAP) and wellness resources
• Inclusive, team-oriented culture where people look out for one another
Build A Better World
Join a company whose products contribute to a safer, more sustainable built environment every day.
IMMIGRATION SPONSORSHIP
Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.