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SalaryInsidesource DEI Statement
By nurturing a culture where everyone experiences a deep sense of belonging and equity of opportunity, we will uphold our vision to “unleash human and business potential." We commit to being an anti-ism workplace and embedding diversity, equity, and inclusion throughout our business.
Job Summary
Manage accounts and project teams in support of all project and daily work activities from scope development through task/project completion. With a highly consultative approach, deliver full client satisfaction throughout the entire order life cycle and build strong, sustainable customer relationships.
Essential Duties and Responsibilities Including but not limited to:
- CUSTOMER / ACCOUNT SERVICING
- Build and nurture customer relationships in support of building trust, aligning business requirements, increasing revenue opportunities and profitability.
- Act as single point of contact for coordinating IS activities, presentations, services, orders and personnel for each customer.
- Responsible for the IS account team performance, including operational decisions made by team members.
- Provide timely response to customer requests for products, services, and information.
- Maintain comprehensive understanding of customer needs, company goals, business practices and satisfaction/performance criteria.
- Responsible for all relations and on-going relationships with customer personnel and client 3rd parties (contractors, A&D and PM firms, etc.).
- Enter and maintain sales forecast in CRM.
- Produce plans, develop product specifications, generate detailed and accurate quotes in conjunction with IS team and present to customer in timely manner.
- Develop and execute service contracts and service level agreements.
- Deliver responsible close of sale by obtaining signed proposals, terms and conditions, customer purchase orders and deposits.
- Ensure obstacles and/or changes in scope are identified and resolved and that both the customer and IS are satisfied throughout entire project life cycle.
- Oversee and direct IS implementation of all customer projects, work orders service requests.
- Review and/or establish work plans, schedules, and logistics.
- Oversee work of all team members, including designers, project managers, account coordinators, delivery, and installation crews.
- Perform project management responsibilities as required on specific projects, to include site visits during installations.
- Provide (and prepare, if required) project and work order status reports.
- Attend project and construction meetings as required.
- Provide exceptional leadership and communication to customer and internal teams.
- Partner with New Business Development/Account Executives to respond to requests for information, pricing and/or services.
- Work collaboratively with customer and 3rd party firms.
- Manage internal and external team interfaces, including interface with subcontractors and manufacturers.
- Manage team and lead assignments to ensure workload activities are appropriately balanced and supported internally.
- Travel may be required.
- Required participation in company, department and team meetings.
SALES, PROJECT & WORK ORDER MANAGEMENT
ORGANIZATIONAL AND OPERATIONAL INTERFACES
OTHER REQUIREMENTS
Skills, Knowledge, Experience Required
- Excellent and effective at oral and written communication.
- Strong critical thinking, organizational and administrative skills.
- Adept at managing multiple projects simultaneously in a fast –paced work environment.
- Demonstrated commitment to professionalism, integrity, and sound judgment in business transactions and to providing the highest level of customer satisfaction.
- Strong understanding of the complexities and sophistication required to succeed in the furniture industry dealer environment.
- In-depth knowledge of all aspects of contract furniture products and dealer activities with an emphasis on account management, design, project management and customer service
- Understanding of construction project process.
- Ability to read and understand architectural floor plans.
- Ability to create work plans for projects and manage and drive execution to completion.
- Fluid interpersonal skills to interact effectively with a wide range of customers, personnel, and departments.
- Process-minded with an ability to see and integrate into the big picture to maximize both work quality and efficiency internally and externally.
- Experience with Dealership business systems.
- Furniture product specification knowledge.
- Background in customer service.
- Interior design background, a plus.
