Customer Care Projects and Operations Coordinator

Job Description ABOUT VICTAULIC Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries. Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures. An Industry Leader With a Heart as Big as Its Ambition and Innovation At Victaulic, we're committed to constructing a better world for and with our people. Let's Build a Better World Together. Our commitment to our people is built on four pillars: We build from within. We stand behind our people. We foster an environment for constant learning. We engineer change for a more stable and sustainable world. YOUR IMPACT STARTS HERE We're looking for a highly organized and customer-focused professional to join our Customer Care team as a Customer Care Projects and Operations Coordinator. In this role, you will serve as the central point of coordination for project-based quotes, fulfillment opportunities, and operational support activities. Your work will ensure seamless communication between Sales, Customer Care, Supply Chain, and Project Coordination teams while helping drive process improvements, service excellence, and customer satisfaction. Success in this role requires strong analytical skills, attention to detail, the ability to manage multiple priorities, and a passion for delivering outstanding customer experiences while supporting Victaulic's global mission. WHAT YOU'LL BUILD & OWN Serve as the centralized point of intake for project-based quotes, ensuring submissions are accurately logged and contain all information required for processing. Perform lead time and risk analysis utilizing AI technology. Maintain a centralized quote log to track submission status, completeness, and processing progress. Communicate quote changes, status updates, lead time findings, and risk exposures to internal stakeholders. Ensure all related project information is successfully transferred to the Project Coordinator team. Conduct proactive follow-up with Sales to monitor project schedule changes and ensure dates remain current. Identify and pursue reallocation opportunities for orders available to ship, optimizing fulfillment and minimizing customer impact. Review and act on order lines flagged as non-allocatable, coordinating with internal teams to drive resolution. Provide feedback on Customer Care procedures and identify opportunities for process improvement. Respond to, analyze, and resolve customer requests, inquiries, and concerns utilizing established procedures in a timely manner. Uphold a positive attitude and customer-focused approach while providing the highest level of service. Ensure customer satisfaction and company profitability through consistent adherence to department and company policies and procedures. Partner with all Customer Care disciplines to support team objectives and Victaulic's global mission. Collaborate cross-functionally with Sales, Supply Chain, Manufacturing, and other departments to deliver superior customer service. Support additional tasks, projects, and responsibilities as assigned by Customer Care Management. WHAT YOU BRING Minimum of two years of customer service experience and/or Victaulic product knowledge. Strong understandin…

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