Description

Basic Function

Manage customer relationship from project inception through closeout for multiple accounts. Responsible for RFP/Bid response, all project and daily work order activities, driving new business opportunities through cross-selling products and services, and full customer satisfaction. Directly accountable for retention and growth of customer accounts.

Specific Responsibilities and Duties

Customer/Account Servicing

• Is the single point-of-contact for coordinating all dealer activities, services, orders and personnel for each assigned account; is responsible for account team’s performance, including all marketing and operational decisions made by team members
• Provides timely response to customer’s requests for products, services and/or information
• Maintains comprehensive understanding of customer’s needs, corporate goals, business practices and satisfaction/performance criteria
• Is responsible for on-going relationships with client personnel and client third parties (contractors, A&D firms, etc.)
• Provides frequent and regular status reports to customer regarding project and work order status
• Attends project and account meetings as necessary

Sales Order Management

• Develop typicals, layouts, and product specifications in conjunction with internal project services and outside parties, including furniture manufacturers, sales reps, and A&D firms
• Provides presentation and explanation to customer of products and services
• Introducing new products and services to grow and expand business
• Maintains project budget and guarantees business profitability through accurate costs and sell amounts for all product and services based on contract pricing, gross margin guidelines, and established service pricing
• Produces timely, detailed, and accurate project quotes to customer
• Ensures documentation standards are maintained for all account activities; ensures dealership process and procedures are followed

Project & Work Order Management

• Oversees all customer projects and work orders, ensuring standards of performance are met
• Manages and coordinates dealer team for implementation of customer orders and service requests including designers, project managers, installation managers, customer representatives/project coordinators, installation crews, etc.
• Reviews work plans, schedules, and logistics established for customer’s projects
• Coordinates with client third parties
• Ensures timely invoicing and project closeout; assists with collecting account payables for completed projects

Requirements

Position Requirements (Required Knowledge and Skills)

• Personal Initiative and Teamwork
• Customer Focused
• Knowledge of budgeting and basic business financials
• High level of communication and interpersonal skills
• Design (A&D or Dealership) background preferred
• Leadership/project management experience
• Purchasing/negotiating skills
• Problem solving skills
• Microsoft Office: Outlook, Word, Excel, Powerpoint
• Ability to travel if needed
• Bachelor’s degree in business, design, or experience in relevant field
• Project Spec, Team Design preferred