Customer Care Coordinator, Cryogenics

To provide best in class support to US customers while adhering to Edwards Vacuum LLC commercial best practices & further the organizations sales & service objectives. The Customer Care Coordinator, Cryogenics is responsible for supporting the Customer Base and managing specified customers within the US geography & globally to improve customer relations and lead to increased revenue. This position is hybrid and the person will be required to come in to our office in Sanborn, NY 3 days a week.

Main Responsibilities

• Responds promply to telephone, e-mail, fax, and mail inquiries.
• Maintains a working knowledge of Edwards products and services.
• Enters, expedites, monitors, and tracks customer orders & opportunities received via telephone, electronic communication and web portals. Processes order amendments as required.
• Prepares, tracks, files and maintains written quotations.
• Communicates activity to responsible Account Teams.
• Works closely with Credit Management to resolve commercial issues (billing, pricing, tax status, freight terms, etc.)
• Takes ownership of customer issues and interfaces with technical support, logistics, product managers, and field sales teams to generate solutions in a timely fashion. This includes the opportunity to participate in the weekly On Call Program (24 x 7 phone support).
• Prepares Open Order reports, providing status updates to customers and Account Teams.
• Manages and maintains shared Customer Care mailboxes
• Manages daily invoice processing and distribution
• Completes Supplier Information Requests and routes to appropriate internal personnel for approval prior to submission to the customer
• Researches and resolves invoice discrepancies from customers. Processes credits and rebills as required.
• Assesses customer’s needs quickly and prioritizes workload.
• Creates and codes new customer set up both domestic & export.
• Understands throughly Edwards systems and business processes.
• Resolves or coordinates where relevant any technical inquiries, specific application advice, price and availability quotations, non-standard product enquiries and contract bids effectively.
• Participates in assigned training programs. Performs only those tasks for which proper training has been received.
• Maintains punctual, regular and predictable attendance; works collaboratively in a team environment with a spirit of cooperation.
• Respectfully takes direction from supervisor/ manager; other duties as assigned.
• Effectively manage multiple tasks simultaneously in a high workload environment with proven ability to deliver results.
• Demonstrated ability to work effectively in a deadline driven environment.

Education level
o Minimum High School diploma or GED

Relevant Previous experience
o Minimum 1-year work experience in Customer Service (ideally within an international and highly automated environment).

Knowledge areas/Skills
o SAP preferred but not required
o Microsoft Office products to include: Outlook, PowerPoint, Word & Excel

Other requirements
o Good interpersonal and communication skills, both over the telephone and in writing to customers and colleagues.
o Enthusiasm, diplomacy, accuracy and attention to detail.
o Customer focused and driven by customer satisfaction with high level customer service.
o Ability to work in a team environment yet be a self-starter and able to manage own tasks with minimum management.
o Resourceful and able to take the initiative to resolve issues and share that initiative with others.
o Effectively manage multiple tasks simultaneously in a high workload environment with proven ability to deliver results.
o Demonstrated ability to work effectively in a deadline driven environment.

o Must be authorized to work in the U.S.

Edwards Vacuum/Atlas Copco considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws.

About Edwards

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 9,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.