Customer Care Coordinator

Your role

As a Customer Care Coordinator, your mission is 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 is responsible for supporting the Edwards North America Customer Center and managing specified customers within the US geography & globally to improve customer relations and lead to increased revenue.  

You will

• 
  •    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.
  •    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.

To succeed, you will need

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.

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

 Hybrid
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our Customer Center in Glenwillow, Ohio.

We are an Equal Opportunity Employer!

Edwards Company 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.
 
No person shall be denied the equal protection of the laws of this state or any subdivision thereof. No person shall, because of race, color, ethnicity, national origin, age, disability, creed [or], religion, or sex, including sexual orientation, gender identity, gender expression, pregnancy, pregnancy outcomes, and reproductive healthcare and autonomy, be subjected to any discrimination in [his or her] their civil rights by any other person or by any firm, corporation, or institution, or by the state or any agency or subdivision of the state, pursuant to law.
 
Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 150 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research. 
 
At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer. 
  
For more information about Edwards visit our website: www.edwardsvacuum.com
A division of Atlas Copco