Customer Care Support Coordinator

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. 

YOUR IMPACT STARTS HERE 

We're seeking a detail-oriented Customer Care Support Representative or Senior Customer Care Support Representative to help manage billing disputes, post-shipment corrections, credits, returns, and warranty claims. In this role, you'll investigate issues, identify root causes, complete customer account adjustments, and support accurate order processing. You'll also work closely with Customer Care team members and leaders to strengthen processes, improve efficiency, and help ensure customer satisfaction and company profitability. 

WHAT YOU'LL BUILD & OWN 

• Manage the resolution, follow-through, and measurement of the dispute process. 

• Identify and communicate root causes within daily processes, and prevent or resolve billing disputes to improve efficiency. 

• Complete and follow up on customer post-shipment corrections requiring a return material authorization or credit. 

• Issue credits related to disputes, return material authorizations, and warranty claims. 

• Process negotiated returns, determine their value, and communicate outcomes using established procedures. 

• Conduct mentoring and training activities for Customer Care team members professionally and as requested by Customer Care Supervisors or Managers. 

• Perform order-processing and service-related activities to ensure customer requirements are handled accurately, promptly, and effectively. 

• Identify, analyze, and resolve customer requests, inquiries, and problems using established procedures. 

• Report unresolved customer problems, potential sales leads, and system deficiencies to the Supervisor, Sales Representative, and/or Sales Management. 

• Follow company policies, procedures, and best practices throughout all order-cycle activities. 

• Maintain current documentation and files in accordance with established policies and procedures. 

• Support customer satisfaction and company profitability by consistently following Customer Care and organizational policies and procedures. 

• Complete additional tasks, projects, and responsibilities assigned by a Customer Care Supervisor or Manager. 

• Use the Quality Improvement Process to fulfill position responsibilities and improve work processes. 

SENIOR-LEVEL IMPACT 

• Assist the Customer Care Support Supervisor in directing and facilitating daily team operations to support departmental and organizational objectives. 

• Manage VDC and M3 billings and credits, as well as biannual and annual account material purges, including Ferguson distribution centers. 

• Test Customer Care Support system enhancements in BPCS, M3, and Pega. 

• Organize and fulfill Internal Audit document requests. 

• Prepare monthly reports, including the Negotiated RMA Shipment Report. 

• Apply the Victaulic Principles of Leadership to promote team building, employee empowerment, motivation, and process improvement. 

WHAT YOU BRING 

• High school diploma or equivalent. 

• Minimum of one year of customer service experience and/or Victaulic product knowledge; five years for the senior level. 

• Proficiency with Microsoft Office applications, including Word and Excel. 

• Leadership and collaboration skills, with the ability to advocate effectively for process improvement. 

• Excellent communication skills. 

• Patient, professional, and courteous approach when handling challenging situations. 

• Goal-oriented, reliable, and self-motivated work style. 

• Ability to manage multiple priorities effectively. 

• Flexibility to adjust work schedules and work occasional overtime. 

• Ability to travel overnight on an infrequent basis. 

WHAT SETS YOU APART 

• Associate degree. 

• Experience with billing disputes, credits, return material authorizations, or warranty claims. 

• Experience with BPCS, M3, Pega, VDC, reporting, or internal audit support. 

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. 

EQUAL EMPLOYMENT OPPORTUNITY 

Victaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status. (Background checks may be as part of our pre-employment process). 

VICTAULIC STAFFING PARTNER COMMUNICATION POLICY 

All staffing agencies are strictly forbidden from directly contacting any Victaulic employees, except those within the Human Resources/Talent Acquisition team. All communications, inquiries and candidate submissions must be routed through Victaulic's Human Resources/Talent Acquisition team. Non-compliance with this policy may result in the suspension of partnership, cancellation of the current contract, and/or the imposition of a mandatory probation period before any future business can resume. Additionally, non-compliance may lead to a permanent ban on future business. This policy ensures a streamlined and compliant recruitment process. 

Let's Build a Better World Together. 

victaulic.com/careers 

Victaulic - confidential