Customer Service Project Coordinator

Summary: Compiles project information pertinent to manufacture of door products and parts for customers by working closely with Sales, internal departments, Customers, Architects, General Contractors, and Subcontractors to ensure timely and accurate processing of a project from quote to installation. Responsible for management of installation, schedule installers and coordinates with customers as to job-site readiness.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Edit, analyze and interpret incoming orders covering a wide scope of Company products from Regional Sales Managers, customers and distributors to clarify terminology and supply missing or misstated information.

• Request product drawings from AutoCAD Technician.

• Book jobs and release into system and confirm the schedule with manufacturing. Order Entry.
• Send drawing transmittal / submittal package to customer. Copying Sales Manager.

• Calls customers to follow up on unreleased orders, needs and updates released order time frames, and order satisfaction.

• Assist with queue status of project and follow-up to facilitate release.

• Coordinate pricing of items and materials with estimates. Assist with product quotations as required.

• Corresponds with customer to inform of pricing and production progress, costs, quotations, product clarifications and any field general questions.

• Assist Regional Manager as required by conferring with engineering department to ascertain feasibility of designing special products using the Specials Process.

• Handle all customer inquiries after order release - communicate with sales, engineering, service etc., any issues needing attention.

• Check pricing and discounting, conditions of sales, customer's identity and location, freight charges, shipping instructions, etc.

• Send a copy of the order summary and final drawings to the appropriate Regional Manager upon request.

• Perform basic AutoCAD corrections.

• Send order acknowledgements, scope documents, confirm ship dates and e-mail to end-user, contractor, installer, distributor, regional manager (RM) etc.

• Process & coordinate request for change orders and change orders - all pricing changes must be coordinated with sales. This would include all changes occurring after shipment or during installation. RM's to work with Project Coordinator to get paperwork from customer.

• Notify all relevant parties of shipment changes - RM, service, installer, etc.

• Serve as point of contact for all scope change questions and concerns during actual installation period. Working with Sales, the customer and installer to resolve these concerns in the most efficient manner, and document all changes.

• Work with Customers, Contractors, and Shipping regarding any freight damage issues.

• Coordinate delivery dates and install dates between installer, end user and shipping.

• Draft installation agreements - send and assure we receive a signed copy. Also, send a copy to the RM for file only.

• Forward installation supervision or training requests to the Service department for scheduling.

• Send out required installation manuals, mounting details, electrical diagrams to all required parties.

• Document scope changes that occur during installation and provide appropriate response. If required, working with the Regional Manager, send a RFCO to cover changes to original quote.

• Identify and document job site conditions that are out of compliance with our installation requirements and /or signed approval drawings and require additional effort, time and cost on our installer's part. Ensure our installer obtains written authorization to proceed with additional time/scope changes required due to these circumstances.
• Responsible for installation final payment sign off sheets and scope of work sign offs.

• Post install follow up, and satisfaction

• Send "close-out", commission / validation, documentation upon completion of job if required, or upon request.

• Serve as Backup in answering main phone as necessary.

• Completes special projects or other duties as assigned.

Job Type: Full-time

Education:

• High school or equivalent (Required)