Our solutions are a key part of most industries – electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.
Join us on our journey for a better tomorrow.
Customer Care Coordinator
Saugerties, NY
The Customer Care Coordinator is responsible to provide best in class support to US Customers while adhering to Edwards Semiconductor Solutions, LLC commercial best practices & further the organizations sales objectives. The Customer Care Coordinator is responsible for supporting the Field Sales, Semiconductor and Service teams and manages specified customers within the US geography to improve customer relations and lead to increased revenue. The Customer Care Coordinator will undertake a range of administration and transactional activities, and have regular contact, both proactively and reactive, with customers, suppliers, and senior management to ensure a high level of customer satisfaction. This will include reporting on specific accounts and using a variety of communication methods.
Main Responsibilites
- Responds 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.
- Prepares Open Order reports, providing status updates to customers and Account Teams.
- Manages and maintains shared Customer Care mailboxes.
- Researches and resolves invoice discrepancies from customers. Processes credits and rebills as required.
- Assesses (quickly) a customers need and prioritizes workload.
- Creates and codes new customer set up both domestic & export.
- Understands thoroughly Edwards systems and business processes.
- Coaches and mentors Customer Care Coordinators.
- Utilizes independent judgment and has a specialized skillset: Commercial Returns, Cash allocations, Sales Tax Dispute, Billing plans, Forecasting, invoicing, project cost analysis, financial client portals to meet high level client satisfaction.
- Performs spares and pump equipment inventory management and tracking.
- Schedules service engineers based off skillset, knowledge, availability and location.
- Resolves or coordinates, where relevant, any technical enquiries, specific application advice, price and availability quotations, non-standard product enquiries and contract bids effectively.
- Becomes the Customer Care Expert in all elements of Customer Service, Edwards Business Processes, SAP, Customer Specific process and other business tools relevant to the role.
- Identifies internal training needs within the department for specialized process.
- Works with product management and technical design teams to fulfil customer order requirements.
- Participates fully 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] and other duties as assigned.
Education level
- Minimum High School diploma or GED. A Bachelor’s degree is preferred.
Relevan Previous Expereince/Knowledge and Skills
- Minimum 3-year work experience in Customer Service (ideally within an international and highly automated environment).
- SAP preferred but not required.
- Microsoft Office products to include Outlook, PowerPoint, Word & Excel
- 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.
Salary Range: $75,400 – $85,500
Compensation may vary outside of this range depending on a number of factors, including a candidates qualifications, skills, competencies, experience, and location.
#UWX
What you can expect from us:
- Excellent working conditions and benefits
- Part of the Atlas Copco Group with a wide-reaching internal job market
- Work in a global diverse and dynamic environment
- You can grow with us: we always look for internal candidates before checking the market and have training and development programs
- We have a friendly, family-like atmosphere and that is not just a claim on the wall, its a true fact
- You can be creative and promote your own ideas
- Every day brings new challenges and new things to learn
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.
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 100 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
Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.