JOB PURPOSE:

Lead and coordinate customer projects from initiation through delivery, ensuring a high level of customer satisfaction. Serve as a strategic liaison between internal departments and external clients, managing timelines, resources, and communications.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Lead project planning, coordination, and execution across departments including engineering, production, and logistics to ensure on-time delivery of projects. 
• Communicate with customers regarding project status, changes, and delivery schedules. 
• Manage customer accounts, ensuring timely resolution of issues and efficient workflow. 
• Process orders, RMAs, credits, freight claims, and replacement orders. 
• Verify all raw materials are on schedule with purchasing.
• Coordinate shipment with customers based upon scheduling of project for raw material acquisitions, production capacity/status, and delivery requirements.
• Relay information from customers to engineering and production departments regarding order changes and/or clarifications.
• Respond to customer inquiries such as order status, freight rates, price list quotes, product information, and discrepancies.
• Collaborate with internal teams to resolve product issues and implement improvements. 
• Promote new products and assist in training team members. 
• Assist team members with their tasks as necessary based on workload.
• Work with Product Development and Engineering departments to correct any design or manufacturing errors.
• Basic understanding of installation practices with the ability to assemble educational furniture products.
• Proficient at using power tools.
• Some travel is required.
• Perform other duties as assigned.

SUPERVISORY/MANAGEMENT RESPONSIBILITIES:

• Communication: Articulate complex matters and effectively express ideas and information in a clear and organized manner, so it is understood by others, both orally and in writing. 

• Organization and task prioritization: Effectively prioritize tasks to allow for work with clear objectives and ensure that all efforts are directed and aligned with the company’s goals.

• Conflict Resolution: The ability to communicate clearly, empathetically, and patiently to handle conflict in a respectful and optimistic way which encourages growth and learning within the organization.
• Interpersonal skills: Interact and influence at all levels of the organization including executive leadership, cross-functional teams, and third parties.
• Teamwork and Cooperation: The ability to work cooperatively within diverse teams, work groups, and across the organization, to achieve group and organizational goals. 

MINIMUM REQUIRED QUALIFICATIONS:

Education: High School Diploma or GED equivalent

Experience and/or Training:

• 5 years of experience in Customer Service in a manufacturing environment.
• 1 year of experience working with an ERP or closely related system.

Licenses/Certificates: None

Technology/Equipment: Proficiency working in Microsoft Office Suite.

PREFERRED QUALIFICATIONS:

Education: Associate’s degree in administrative services

Experience and/or Training: None

Licenses/Certificates: None

Technology/Equipment: None

PHYSICAL AND MENTAL DEMANDS:

Sitting for long periods of time, 6-8 hours per day. Walking, speaking, hearing, and seeing. Listen and observe the environment for hazard prevention. Use hands for tools and typing. Semi-frequently lift up to 50 lbs. Some tasks may require employee to bend, stoop, twist, and turn.

WORKING ENVIRONMENT:

Indoor office working environment. Office is temperature-controlled all year round. Minimal hazards identified.