Customer Care Process Coordinator

POSITION:                Customer Care Process Coordinator
LOCATION:              Customer Care, Commerce Park
REPORTS TO:           Business Process and Technology Supervisor

Responsibilities:

1. Ensure policies, procedures, and systems are developed, documented, implemented, tested, and effectively executed to ensure organizational success.
2. Create and update procedures for new and standard work processes.
3. Interpret, research, and analyze subject matter expert knowledge and convert it to standard work instructions and procedures in a clear and concise manner.
4. Identify areas for improvement by researching issues, complaints, and shortfalls related to processes.
5. Monitor Customer Care’s compliance to policy and provide additional training as necessary.
6. Collaborate with various departments to develop cross-functional processes for Customer Care.
7. Anticipate internal and external Customer needs ranging in complexity and implement effective solutions.
8. 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.
9. Identify, respond, and resolve team training needs including application and interpretation of policy, process flows, and systems.
10. Create and maintain the Customer Care SharePoint site, newsletter, and department communications.
11. Partner with global Customer Care leaders for best practices, standard workflow, and new process methodologies.
12. Assist in various tasks, projects, testing, and training 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: 

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 possess proven leadership and collaboration skills while being an advocate for process improvement.
6. Excellent interpersonal and communication skills.
7. Strong organization skills, analytical thinking, and an extraordinary attention to detail
8. Experience in project management requirements gathering, scope definition/management, analysis, specification, verification, and implementation.
9. Must be goal oriented, reliable, self-motivated, and able to multi-task effectively.
10. Willing to be flexible in schedule and travel as required.