Customer Service Project Coordinator

Summary: Responsible for processing all orders for Morin products and services. The Project Coordinator will plan, schedule, implement, and monitor production activities, ensuring contract requirements, product specifications, and deadlines are met. As a key part of the Regional Sales support function, this position requires close coordination with the Regional Sales Manager to ensure our customers receive the highest level of customer service and support that drives and maintains an excellent NPS Score of 50 or more.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Utilizing a proactive approach, work in tandem with the Regional Sales Managers to exceed customer expectations.
2. Reviews contract specifications, quotes, purchase orders, trims/profile drawings, and other project documents to understand customers’ project requirements.
3. Maintain a professional demeanor with a friendly and pleasant manner in all communications to create strong internal and external relationships.
4. Work closely with the Technical Department to ensure customers’ technical requirements are met.
5. Schedule project meetings with RSM and Technical team to kick-off any complex project.
6. Update Quotes and Create new Quotes as and when needed to support Regional Sales Manager.
7. Collaborates with Marketing, Finance, and other departments as necessary.
8. Enter order details in a timely manner and maintain all project information and documentation for all orders that are processed and tracked in both SAP and Salesforce Platforms.
9. Ensure all documents are accurate for production and prepare production paperwork when needed.
10. Identify and accurately provide information needed to Procurement as quickly as possible throughout the process, utilizing the Coil Release Form or requesting to be expedited when necessary.
11. Coordinate with all departments and customers throughout the lifecycle of the project and strive to meet or exceed Customer Expectations.
12. Record customer Complaints / Claims and work with management to improve the overall Customer Experience.
13. Identify requirements for packaging and shipping, including special shipping conditions.
14. Work closely with the RSM to maintain customer name and address database and confirm all contact information is updated and correct in SAP and Salesforce.
15. Monitor backlogs and keep ship dates and customer required dates accurate.
16. Enter Custom Sample Requests into SAP and follow up to ensure shipment occurs in a timely manner.
17. Follow the Group Code of Conduct and Group Compliance.
18. Follow Compliance requirements per GC IMS 012 Section 2 Roles and Responsibilities
19. All other duties assigned as required and appropriate.

Competencies

• Must have customer/client focus
• Must have strong oral and written communication skills
• Must have strong organizational and time management skills
• Must have high level of interpersonal skills
• Must have flexibility and a capacity for teamwork
• Will require technical acumen

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Individuals may need to sit or stand as needed. This position may require walking primarily on a level surface for periods of time as well as reaching above shoulder heights or below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques are required. This position may occasionally lift up to 25 pounds for files and computer printouts.

When in the warehouse, protective eyewear and steel toed boots are a mandatory requirement and are to be utilized where indicated by safety department.