The position of Customer Service Project Manager is responsible for the leadership and project management of high value American SpiralWeld and ADIP projects and special projects such as AFC. The Project Manager will utilize project management concepts, processes, and methodologies in order to properly develop the project bill of material, deliver on-time, within budget and meet or exceed customer expectations. They will actively work with internal customers and external vendors, to budget, resource and schedule the projects. Develop detailed work plans and align resources to meet or exceed customer needs. The Project Manager will provide technical guidance and direction to team members.
Represents AMERICAN as the central and comprehensive point of contact between Sales Professionals, District Sales Managers, Customer Service Representatives (CSRs), Drafters, Customer Service Assistants (CSAs), customers, consulting engineers, and water authority representatives and other departments within and throughout AMERICAN.
Manages multiple concurrent American SpiralWeld and ADIP projects through the use of project management principles and methodologies. Makes critical decisions for these project teams and reports issues to management.
Provides technical support and guidance for the American SpiralWeld and Ductile Iron product lines. Anticipates, identifies and is resourceful in resolving all problems relating to the projects in which they are involved.
4.Responsible for analyzing customer specifications and ensuring they are effectively communicated to manufacturing during project execution.
Develops project manufacturing schedules, continuously analyzes manufacturing and customer progress, develops and coordinates logistics details and generates report data.
Keeps work area clean and orderly. Knows safety rules that apply to the safety of others and to personal safety. Reports malfunction of equipment to proper authority. Performs other work as instructed by supervision.
Ensures collaboration with CSR's, CSA's, Sales Engineers, and Customer Service management in the resolution of all customer scheduling, drawing, technical, quotation, and project management issues pertaining to all American SpiralWeld and Ductile Iron orders for which they are involved.
Makes accurate quotations of American SpiralWeld and ADIP material from engineering plans and specifications to provide District Sales offices, Division Management, and our customers with an accurate and complete proposal. Analyzes and interprets specifications as they pertain to American SpiralWeld and ADIP product line.
Ensures shop drawings, revisions, quotations, quotation supplements, in and under lists, submittals, lay schedules, customer lists, drawings and other drafting work meet the production standards of the department.
Must display a working knowledge of all applicable AWWA, ASTM, M11, and M41 Standards and Manuals relating to ductile iron and steel pipe.
Ensures value engineering opportunities are reviewed and implemented in the best interest of both AMERICAN and the customer.
Must handle stressful situations in a courteous, sensitive, and responsive manner, always maintaining professionalism.
Coordinates resolution of American SpiralWeld and ADIP customer-related issues by acting as Team Leader for all Virtual Teams created to assist other sales professionals in serving the customer. Communicates with all relevant groups, including (but not limited to) manufacturing, shipping, Sales Engineers, distributors, engineers, and contractors to gather, resolve and distribute necessary information to satisfy the customers' requests.
Develops expert-level understanding and familiarity with the customers' business and unique needs. Creates and builds partner-type relationships with customers. Proactively anticipates customer needs and address them before receiving customer inquiry.
Identifies project risks and is accountable for decisions made throughout the life of the project.
Ensures project documentation is maintained in conformance with SPFA and ISO guidelines.
Maintains outstanding levels of courtesy, sensitivity and responsiveness under high stress and other adverse situations.
Assists in creation and management of American SpiralWeld and ADIP continuous improvement programs and executes special projects and reports as requested by management.
Trains other project managers and team members on the use of project management principles and methodologies.
When required, work on projects from other divisions such as AFC.
Must exhibit a B.S. degree in Engineering from an accredited four-year college or university. Proof of transcript is required.
Must demonstrate outstanding customer service skills, pro-active decision making, problem solving and negotiation skills which create a "win-win" results for the customer and AMERICAN.
Must exhibit the ability to read and work with engineering drawings and layouts.
Must exhibit a positive customer service attitude and demeanor.
Must be able to use technical information to enhance our ability to sell, market, and service our steel and ductile product line.
Must exhibit ability to accurately work mathematical calculations, which typically relate to quotes, prices, and credit decisions.
Must exhibit outstanding oral and written communication skills including the ability to effectively respond in writing to the requests and claims of customers and vendors.
Must exhibit close attention to detail and excellent time management and organizational skills.
Must demonstrate the ability to be resourceful in response to a project's need concerning AMERICAN products and their applications.
Must exhibit the ability to comprehensively handle multiple projects simultaneously.
Must exhibit experience in scheduling, prioritizing, and leadership.
Must exhibit the ability to work under stress and maintain composure and professionalism.
Must exhibit a high degree of professional flexibility, especially in work hours as well as adaptability to the evolving Project Management functions.
Must exhibit the ability to cooperate well with others.
Must exhibit record of punctuality and good attendance.
Must exhibit an ability to learn. Weight will be given to grades, courses, and related work experience.
Must exhibit ability to work with confidential information and maintain confidentiality.
Must exhibit a working knowledge in the operation of common windows-based business computer software, including spread sheets, scheduling, and word processing programs.
Must be willing and able to travel on an extensive basis for project management meetings with customers and for other job related issues.
Must be physically able to perform the essential functions of the job, with or without reasonable accommodations.
Project Management Professional certification.
Prior experience or training with computer programming and software such as CAD.
Prior experience with steel and/or ductile iron pipe design, sales, and service including a technical environment.*
Prior field sales and customer service experience or related experience in the water or wastewater industry.
Knowledge of AMERICAN products and their application.
Demonstrated sales ability.
American Cast Iron Pipe Company