Customer Project Coordinator

Position Purpose: The Customer Project Coordinators are primarily responsible for the timely and accurate fulfillment of all special order and installation projects from after the initial sale through project completion, ensuring complete customer satisfaction.

The Customer Project Coordinator proactively contacts customers to keep them informed of the status of the install, any preparation required for install, and any other information regarding the order (e.g., time of installation). The Customer Project Coordinator also reacts to customer calls when there are questions and concerns with installations. The Customer Project Coordinator initiates contact with vendors and service providers in order to ensure that confirmations, shipment and installation dates are provided, make inquiries about product availability, product receipts and place any re-orders and provide order updates. The Customer Project Coordinator will interact with vendors, installers, associates in the stores, trucking/shipping companies and the customers to ensure that excellent customer service is achieved

Key Responsibilities: 35% Respond to customer phone calls and inquiries quickly, accurately and professionally. Resolve customer complaints & issues and escalate as necessary. Inform customer of any changes or delays with their order. Prioritize work appropriately ensuring most urgent issues are worked first. 25% Respond to vendor/service provider calls, emails and esvs notes in a timely manner. Coordinate with stores to ensure product is pulled and staged for install-related will calls. Document all customer, vendor and service provider interaction/communication in detail. Coordinate installation inspections as needed. 20% Collaborate with supervisor to make markdown decisions, document order defects & selling opportunities. Process change orders/reworks, increases in scope, trip changes, and installer chargebacks. Process and monitor installation chargebacks. Facilitate balance due collection process for special order & installation projects. 10% Build positive relationships with stores, vendors and service providers by answering special order and install related questions Cooperate with associates, supervisors and managers and complete work activities as assigned 10% Follow all Safety Policies and Standards and immediately correct unsafe conditions or notify the Manager on Duty Follow all work policies, support guidelines outlined in the Code of Conduct, and adhere to work schedule. Maintain clean and organized workspace
Direct Manager/Direct Reports: This position reports to Customer Project Coordinator Supervisor. This position has 0 direct reports.
Travel Requirements: Typically requires overnight travel less than 10% of the time.
Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications: Must be eighteen years of age or older. Must be legally permitted to work in the United States.
Preferred Qualifications: No additional qualifications
Minimum Education: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education: No additional education
Minimum Years of Work Experience: 2
Preferred Years of Work Experience: No additional years of experience
Minimum Leadership Experience: None
Preferred Leadership Experience: None
Certifications: None
Competencies: Customer Service experience Retail, Specialty Retail, Outside Sales or Trade Experience