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 Field Sales, Semiconductor and Service teams and managing specified customers within the US geography & globally to improve customer relations and lead to increased revenue.

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 dsitribution
• 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.
• Other duties as assigned
• Must be a US resident

Education level

• Minimum High School diploma or GED

Relevant Previous experience

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

Knowledge areas/Skills

• SAP preferred but not required
• Microsoft Office products to include: Outlook, PowerPoint, Word & Excel

Other requirements

• Good interpersonal and communication skills, both over the telephone and in writing to customers and colleagues.
• Enthusiasm, diplomacy, accuracy and attention to detail.
• Customer focused and driven by customer satisfaction with high level customer service.
• Ability to work in a team environment yet be a self-starter and able to manage own tasks with minimum management.
• Resourceful and able to take the initiative to resolve issues and share that initiative with others.
• 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.

Physical Demands and Work Environment

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use stairways to climb to multiple floors within office building, and talk or hear. The employee is occasionally required to use hands and fingers to type or dial, climb or balance, stoop, kneel, crouch or crawl, and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. This position requires frequent computer use. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

This position requires occasional travel, less than 10% of the time; often overnight or multiple days.

Scope of the job

• Geographical scope of the role: Global
• Interaction skills required for the role: written, speaking & limited internal presentations
• Internal and external factors which would impact this role
• Pattern of work cycle daily planning, priority setting & coordinating
• Money Measures – an annual team revenue which identified annually and set by divisional management
• Non-Money Measures – 24-hour SLA (Service Level Agreement) response time to internal and external inquiries, order accuracy and follow escalation path when applicable
• People: The Customer Care Coordinator is responsible for supporting the Field Sales, Semiconductor and Service teams and managing specified customers within the US geography & globally to improve customer relations and lead to increased revenue. There are no direct reports

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