Client Service Project Manager

MillerKnoll•Buffalo, NY

1d•$73,055 - $100,000

About The Position

The Client Services Project Manager serves as a primary liaison to dealers, design firms, and architectural partners while supporting a designated territorial region and key accounts. This role combines customer service excellence with project coordination responsibilities, ensuring accurate order processing, timely communication, adherence to project timelines, and successful delivery and installation of products. The PM works cross‑functionally with internal teams including Engineering, Design, Logistics, and Manufacturing to resolve issues, advocate for customer needs, and maintain high service standards.

Requirements

Bachelor’s degree in design or project management preferred, or equivalent experience.
3–5 years of experience in customer service, project management, sales, or a commercial customer‑facing role; manufacturing or service industry experience strongly preferred.
Ability to read and interpret blueprints, technical drawings, and engineering documentation.
Expert knowledge of products, processes, and technologies to support customer needs; Geiger/MK family of brands knowledge preferred.
Strong account management, workload planning, and time‑management skills; ability to work additional hours and travel as needed.
Demonstrated ability to work with manufacturing business systems, technology platforms, and new software tools.
Excellent communication skills including verbal, written, negotiation, listening, conflict resolution, and professional presentation.
Proven ability to create, negotiate, and implement solutions to customer or project challenges.
Ability to positively adapt to change and integrate new processes and procedures.
Demonstrated ability to maintain strong working relationships across cross‑functional teams.
Proficiency with office automation and communication tools used within the MK environment.
Must be able to perform all essential functions with or without reasonable accommodation.

Responsibilities

Provide comprehensive customer service assistance for all inquiries related to products, pricing discrepancies, lead times, service parts availability, order placement procedures, and sample/literature request
Determine causes and resolutions for warranty issues and serve as the point person for all future warranty needs.
Provide order status updates and support requests to expedite, delay, modify, or cancel orders.
Coordinate and fulfill Quick Ship orders in partnership with Logistics and Manufacturing.
Process service authorizations, invoices, and determine responsibility for internal charges.
Offer installation guidance and coordinate site deliveries.
Act as the central liaison between internal teams and external clients to define, communicate, and maintain project scope, timelines, and expectations.
Provide dealer/client with engineering shop drawings for accuracy and approval prior to fabrication.
Ensure all revisions or redline changes are properly captured, documented, and issued as change orders when applicable.
Assist in prioritizing Drafting and Engineering schedules.
Request and submit material samples as needed for customer approval.
Conduct regular project status reviews with internal teams and advise customers of any changes, risks, or required adjustments.
Confirm jobsite readiness and coordinate installation with dealers or contracted installation companies.
Coordinate shipping requirements with the shipping department
Address punch‑list items and support resolution to completion.
Serve as the customer advocate within the organization, escalating and tracking issues until resolved.
Notify internal stakeholders when production or schedule delays occur and maintain visibility of customer ship dates across all teams.
Maintain positive working relationships in a demanding environment with customers, co‑workers, and cross‑functional partners.
Perform additional duties as assigned to meet business objectives.