Customer Engagement Associate

2 weeks ago

Kalamazoo, Michigan, United States Landscape Forms Full time

Customer Service Specialist

at Landscape Forms

Company Philosophy

At Landscape Forms, we uphold the four Scanlon principles and the OnTrac criteria, which we believe are essential for both individual and organizational success.

Position Overview

This role entails overseeing various Lighting projects from the order stage to the shipping phase. The position requires close collaboration with the Business Development Team, Customer Service, Engineering, Scheduling, Supply Chain Management, and Manufacturing teams to establish and manage project timelines. Additionally, it involves communicating with customers, contractors, and end users regarding project updates. Building strong relationships is vital in this role, necessitating frequent interaction with both internal departments and diverse customer types. The ideal candidate will demonstrate creativity, whether independently or as part of a team, to address design requirements, project challenges, schedules, and technical issues.

Key Responsibilities

To excel in this position, the individual must effectively fulfill the following responsibilities:

  • Acquire a comprehensive understanding of Landscape Forms' business strategies and operational processes.
  • Exemplify leadership by consistently applying our Scanlon Principles.
  • Engage with the sales team to become involved in projects from the moment a purchase order is received.
  • Input orders into the system accurately.
  • Ensure that submittal drawings are precise and submitted in a timely manner.
  • Collaborate with engineering, purchasing, and manufacturing to establish project timelines and ensure compliance with set milestones.
  • Facilitate regular meetings, both internally and externally, to review project progress.
  • Provide updates to the sales team and clients regarding project status.
  • Assist in preparing submittal change proposals for projects.
  • Coordinate post-bid follow-ups with electrical channel bidders alongside RSR and BDR teams.
  • Manage multiple projects simultaneously across various timelines.
  • Deliver exceptional customer service to Lighting clients, ensuring a proactive and engaging experience.
  • Develop and uphold standard practices and procedures for the project management process.
  • Participate in initiatives aimed at improving Lighting processes.
  • Collaborate actively with BDR/RSR/Agency teams to ensure accurate commissions, rebates, and splits.

Qualifications for Success

To thrive in this role, candidates should possess:

  • A bachelor's degree in business, project management, or a technical field, along with 3-5 years of customer service experience.
  • Familiarity with Salesforce and other relevant software applications, as well as project management experience.
  • A proven track record of initiative and self-direction.
  • A commitment to continuous learning in a competitive sales environment.
  • The ability to collect and analyze data, solve complex problems, and apply practical judgment.
  • Strong verbal and written communication skills, capable of conveying technical information to both technical and non-technical audiences.

Work Environment and Physical Requirements

This position primarily involves office work, though there may be occasions requiring work in noisy or hot environments and around moving machinery. Candidates should be able to lift up to 50 pounds and remain standing, sitting, or walking for extended periods. Some travel and attendance at dinner meetings may be necessary. Reasonable accommodations will be provided for individuals with disabilities to perform essential job functions.

Additional Information

All employment-related disputes will be governed by the laws of the State of Michigan. Candidates must certify their eligibility to work as required by the Immigration Reform and Control Act of 1986. If accommodations are needed due to a physical or mental disability, candidates must notify Landscape Forms in writing within a specified timeframe. Drug testing may be required, and candidates must agree to provide necessary specimens. All company property, including workspaces and data, may be subject to inspection.

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