Customer Care Coordinator (AZ, NY)

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.

We at Edwards Vacuum believe that there is always a better way. This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best in class service to our customers around the globe.

That's where you come in - we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive wellness & benefits programs.

Customer Care Coordinator

The Role:

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

• Responds promptly 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 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.
• 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.

What We Expect of You?

Education/ Experience

• Minimum High School diploma or GED
• 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

• 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.

What you Can Expect of Us?

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

About Edwards

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.

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.