Project Manager (Customer Service)

Kawneer•Harrisonburg, VA

10d•Onsite

About The Position

Arconic is currently in search of a Project Manager – Customer Service to join our Kawneer team based in Harrisonburg, VA. At Arconic, we take pride in our work and our innovative products and technologies that advance sustainable solutions for a better world. We strive to create a safe, inclusive, and collaborative workplace with competitive benefits, development opportunities and a culture that values and rewards employees on all levels of the organization. As a Project Manager – Customer Service (PM) at Kawneer, you will be a driving force behind the exceptional customer service experience and seamless project execution. Under the general direction of the Project Management Team Lead, the primary responsibility of the Project Manager – Customer Service is to provide exceptional customer service for our customers needs for large fabricated and/or stock length projects as well as handling day-to-day activities within the customer service area. Your role will involve coordinating with customers and internal teams to manage project timelines, address inquiries, and resolve issues with agility and precision. You’ll play a key role in maintaining and fostering strong customer relationships and ensuring their satisfaction.

Requirements

Exceptional customer service skills.
Ability to manage project timelines.
Strong problem-solving skills.
Ability to foster strong customer relationships.
Proficiency in order management processes.
Experience with processing LOI's, purchase orders, sales tax credits, feedback and claims management.
Ability to transfer orders to other locations.
Proactive order management skills.
Effective communication skills for interacting with customers and internal teams.
Ability to understand market needs and competitive information.
Understanding of job margins and opportunity identification.
Professionalism and integrity in representing the company.

Nice To Haves

Experience with large fabricated and/or stock length projects.

Responsibilities

Managing a backlog of identified customers in geographic locations in North America.
Timeliness of responses to customers via email and phone call is key.
Order management process flow throughout the front-end and manufacturing process (estimating, drafting, engineering, order entry, and takeoff) by partnering with individuals from the various areas (estimating, drafting, etc.), problem solving, and best practice sharing to support customer needs.
Within order management, responsibilities also include but are not limited to processing LOI’s, purchase orders, sales tax credits, feedback and claims management, and transferring orders to other locations.
Proactive management of orders, including reviewing backlog, that may not meet original deadline, notifying customers of status if something has changed, and working with plant personnel around scheduling.
Direct communication and interaction with customers, sales team, estimators, drafting/engineering, takeoff, order processing team members, and manufacturing personnel.
Actively resolve customer concerns and field issues as needed, ensuring a high level of customer satisfaction and trust.
Coordinates and advances project status, from Order Entry through Manufacturing.
Understand market needs (customer needs, competitive information).
Obtain profitable orders (understanding of job margins and determining any opportunities).
Develop and maintain positive working relationships with customers, internal teams, and stakeholders, representing Kawneer with professionalism and integrity.
Act as a liaison between the customers and Kawneer, facilitating clear and effective communication to ensure project success.