Basic FunctionManage 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