Technical Project Coordinator & Customer Service Representative

PNW Lighting & Traffic Solutions

Seattle Metro

Company Overview:

PNW Lighting & Traffic Solutions is a dynamic and innovative outdoor lighting and traffic products representative firm committed to delivering exceptional lighting and pole solutions to our clients. We partner with leading manufacturers to provide a comprehensive range of high-quality outdoor lighting and pole products for roadway, utility, transit and municipal applications. We are seeking a motivated individual to join us as a Small Projects Coordinator and Customer Service Representative.

Job Summary:

As a Customer Service Representative at PNW Lighting & Traffic Solutions, you will play a crucial role in ensuring a positive and seamless experience for our clients. You will be a primary point of contact for customer inquiries, order processing, and issue resolution. The successful candidate will have excellent communication skills, a strong attention to detail, proven record of following work processes consistently and a passion for delivering outstanding customer service.

Key Responsibilities:

Customer Support:

• Provide exceptional customer support by promptly responding to inquiries via phone and email.
• Review orders and resolve any discrepancies with quotations by working with internal team, manufacturers and the customer as necessary.
• Address and resolve customer concerns, ensuring satisfaction and maintaining positive relationships.

Order Processing:

• Process customer orders accurately and efficiently, ensuring timely delivery. Track open questions and proactively follow-up in order to ensure orders on hold for RFIs are resolved quickly.
• Coordinate with internal teams and external suppliers to manage order fulfillment.
• Keep customers informed about the status of their orders and any potential delays.

Product Knowledge:

• Develop a working understanding of the various manufactures work process and products to assist in customer service and small project management.
• Develop enough understanding to pull manufactures specification sheets and have context to understand small project management.

Problem Resolution:

• Investigate and resolve customer issues, including product defects, shipping discrepancies, and billing concerns.
• Collaborate with the sales team and other departments to address complex customer needs.

Documentation and Reporting:

• Maintain accurate and organized customer records.
• Follow tracking processes and documentation precisely and consistently to work cohesively with other remote team members.
• Generate reports on customer interactions and trends to help improve overall service.

Qualifications:

• Familiarity with lighting products and industry trends is a plus.
• Previous experience in customer service or a related field.
• Excellent communication skills, both verbal and written.
• Proficient at computer skills and office software including Outlook, Web Browser, Word, Powerpoint and Bluebeam.
• Strong problem-solving abilities and attention to detail.
• Proven self-starter and a history of successfully working remote is a strong plus.

Work Location:

The position is primarily remote, however will periodically require travel to the Issaquah, WA area for training and or company meetings, therefore, you MUST live in WA near Issaquah. Candidate must have a quiet professional work remote environment from which to work on a regular basis. The position is a full time position requiring full attention of employee during working hours. 

Benefits and Compensation

• Strong base annual bonuses
• Opportunities for growth and promotion into project management or inside sales roles
• 401K 3% employer contribution
• PTO and 8 holidays per year