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The role serves as primary project coordinator for large customer projects - specifically, acting as a process owner and liaison to customers, vendors, and sales with respect to large kitchen remodels/buildouts. This includes ensuring transparency when it comes to status of credit application, deposit process, shipping information and installation timeline. It is expected that the coordinator will oversee 10 to 20 projects at any one time (up to about $100,000 per project).

This position is virtual/remote which means the work can be completed from anywhere is the United States except Hawaii or United States Territories.

RESPONSIBILITIES  

• Manage relationships with all customer channels through these communication vehicles: calls, emails, chats, and faxes and assist all customers in a professional, courteous, reliable, and response manner. Proactively communicate with customers, vendors, and internal stakeholders with appropriate sense of urgency, providing superior customer service and ensuring alignment on project status and timeline across all.

• Answer questions and help shepherd through the credit and deposit process

• Responsible overseeing alignment, scheduling, and communication with respect to multiple customer project streams – driving alignment and focusing on transparency of communication with regard to project status and timelines relevant to the project.

• Coordinator implementation for highly visible, time sensitive new location openings and complete remodels of existing locations for custom, large equipment, furniture, and large installations for large customer projects. Work with manufacturer on production schedules.

• Maintain accurate and complete history of customer concerns within SOUS (SalesForce), AS400, and Project SharePoint when necessary.

• Manage large customer projects from beginning to end. Align shipping and staging of equipment with customer’s construction timeline.

• Manager vendor alerts on pricing, delivery, product spec and lead time. Keep division partners/customers abreast of all changes.

• Other duties as assigned by manager.

SUPERVISION:

• None

RELATIONSHIPS

• Internal: Operations Team, Direct Merchandising Team, Onboarding, Compliance Working Group, EDI Support Team

• External: Works closely with vendors, suppliers, contractors and 3rd party consultants

MINIMUM QUALIFICATIONS

• Minimum 5 years of customer service or project management experience required

• Demonstrated experience managing highly complex, high-volume, high-profile transactions and product sourcing initiatives. A proven track record of supporting customers and team members with exceptional service and leadership.  Foodservice/distribution experience preferred

• Strong verbal and written communication skills

• At least 5 years of previous sales support or customer service experience maintaining customer relations. A proven track record of supporting customers and team members with exceptional service and leadership.  Foodservice/distribution experience preferred.  Experience working virtually (i.e. from home)

• Demonstrated Project management experience required

• High level of detail orientation, problem solving, and decision making.

• Ability to verbally and in writing communicate to all levels of the organization

• Ability to calculate basic math equations including pricing, discounts, mark ups. Ability to deviate bids and problem solving to balance profitability and customer experience across the organization.

• Above average personal computer skills and proficiency using Microsoft Office software to Excel, Word, and Email and the ability to use Intranet and Internet applications.

EDUCATION

• High School diploma or equivalent required, Business focus ideal; comparable experience in vendor management or customer service is considered

CERTIFICATIONS/TRAINING

• NA

LICENSES

• NA

PREFERRED QUALIFICATIONS

• NA

PHYSICAL QUALIFICATIONS

• Standard required physical activities including length of time performing each activity.