Project Coordinator, Customer Service

Alfred Williams & Company•San Antonio, TX

15d•Onsite

About The Position

Responsible for supporting the sales effort through coordination of all shipments and installation services provided by the dealership. Work closely with sales, design, customer service, and installation resources. Establish and maintain the primary communication link between the customer and the dealership. Handle all questions, adjustments, or problems regarding customer accounts. Coordinate and verify that all installation and servicing have been completed according to customer requirements. Be knowledgeable of accounting principles and take responsibility for proper record keeping, WIP control, understanding audit requirements and the interaction with the fiscal business calendar.

Requirements

High school diploma
3-5 years of customer service experience
Excellent interpersonal skills
Demonstrated communication skills, both verbal and written
Demonstrated organizational skills.
Ability to manage multiple projects in a fast-paced and changing environment
Working knowledge of product and services
Ability to work in team environment
Working competence in software programs, such as Microsoft Office Suite (Word, Excel, etc.)
Basic knowledge of accounting
Ability to communicate clearly in written and verbal form.
Integrity—the individual possesses high ethical standards and expects the same from all others in the organization.
Ability to perform all essential functions with or without accommodation.

Responsibilities

Create Quotes for Customers
Assemble Sales Contract Package; ensure terms and conditions are included and correct
Order Entry
Set up customer numbers for new customer.
Advise appropriate personnel of tax status to ensure proper billing.
Credit application and amount of credit desired must be verified before any orders are placed.
Verify and/or obtain appropriate information for each customer order for complete shipment and accurate invoicing.
Receipt of purchase order verification and follow-up if necessary.
Ship-to-address, noting any special shipping or tagging instructions.
Knowledge of all contracts and terms and conditions to maximize accurate billing and collection.
Verify accuracy of all acknowledgements, revisions, and invoices against both customer purchase order and product specification for both HMI and non-HMI product.
Process all returned goods requests (RGRs), order revisions, and order cancellations, pricing adjustments, and freight claims for the customer.
Track product shipping dates and schedules trucks to deliver product to customer site.
Monitor project costs on service, no-charge orders, and non-HMI products
Maintain accurate records of all order and project files
Installation Coordination
Coordinate and monitor product installation with customers, construction trades installation subcontractor, and Sales and Design.
Prepare and distribute all installation packages.
Ensure all information required for installation is provided to installation subcontractor.
Follow project installation through to customer sign-off.
Resolve all punch list requirements to ensure customer satisfaction.
Resolve all service complaints on products and installation.
Handle all inquiries from contract installers regarding products required to complete installations.
Inform customer of any delays in shipping or installation due to quality or supplier problems
Partner with Sales on installation jobs as appropriate and make any necessary adjustments to installation dates as requested by the customer.
Meet with installation group to review installation requirements, including project file for installation, all associated work orders, and type of product to be installed.
Determine reasons and action steps needed to complete job if customer installation is incomplete, including ordering the parts, scheduling installation, etc.
Maintain relationships with external and internal groups, including corporate customer service personnel.
Coordinate inter-market requests, including but not limited to, job quotes, inter-market agreements, and installation requirements, meeting with the customer and following up on punch lists.
Service our customers as it relates to warranty, repair, and service work and the coordination thereof.