Careers

Client Services Manager

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Position Overview:

The Customer Service Manager is an integral part of our business with primary responsibility for ensuring the delivery of excellent service in support of our customers. The Customer Service Manager is a leader and problem solver with direct oversight of the Customer Service (CS) team and who fosters a positive working relationship with colleagues, clients and external (vendor) partners. This individual must be well-organized, self-directed and serve as facilitator and mentor to develop and maintain a high-performance Customer Service function. The Customer Service Manager must be a strategic planner with solid analytical skills and a strong operational focus.

Key Responsibilities:
  • Manage the Customer Service workload to ensure on accurate order entry, on time delivery of product and concise communicate internally and externally with changes in delivery schedule
  • Recruit, train and mentor members of the Customer Service team
  • Lead improvement initiatives that help reduce waste in the process
  • Perform service functions as needed to ensure accurate and timely response times
  • Develop processes and procedures to improve efficiency and effectiveness
  • Building a solid rapport with colleagues, clients and vendors in support of Customer Service
  • Initiate research of issues and implement corrective action as needed
  • Develop hands-on understanding of our enterprise resource planning software (CORE) functionality
  • Actively participate in CORE updates and trainings to support future process enhancements
  • Maintain all records in complete confidentiality
  • Develop and manage Customer Service budget and performance goals
  • Other duties in support of Customer Service function as assigned

Knowledge, Skills and Abilities:

  • Minimum of five (10) years of hands-on customer service experience
  • Minimum of two (2) years of prior supervisory/management experience
  • Must have excellent listening and communication skills (verbal and written)
  • Proficiency in Microsoft Office (i.e., Word, PowerPoint, Excel and Outlook)
  • Must have ability to mentor members of the CS team
  • Self-motivated and individual with ability to work independently
  • Must be able to effectively manage multiple projects and priorities with a sense of urgency
  • Must have ability to think creatively along with high attention to detail
  • Prior experience in furniture industry is considered a plus
  • Prior experience with CORE is considered a plus but not a requirement

Minimum Education Requirements:

  • High school diploma or equivalent
  • Associates or college degree a plus but not a requirement

Customer Service Coordinator

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Position Overview:
The Customer Service Representative (CSC) is responsible for the entire sales order fulfillment process. The primary responsibility is to effectively manage customer orders from order entry to punch, proactively communicating with clients and vendors/partners as well as providing professional support to Sales, Design and Project Management personnel. This role requires an individual who is organized, detail-oriented and performs their assignments with a sense of urgency. The CSC is part of the Customer Service team and, as such, must be willing to assist others on the team as assignments dictate in order to meet deadlines and ensure consistent, high quality service for our internal customers and clients.

Key Responsibilities:

  • Communicate with Sales, Project Management and vendors/partners regarding order details
  • Assist Sales with the preparation of quotes from labor matrix
  • Input information into Team-Design and generate accurate purchase orders
  • Review orders to ensure information is accurate and complete
  • Meet regularly with assigned Sales representatives to review their backlog report
  • Provide status update to provide accurate and timely information in support of project success
  • Confirm and resolve any discrepancies between manufacturers’ acknowledgement and purchase orders (e.g., model numbers, pricing, quantity, descriptions and discounting)
  • Ensure that orders are processed in accordance with policies regarding sign-off/approval
  • Input orders for punch list and warranty work and follow-up as necessary
  • Initiate research of issues and implement corrective action as needed
  • Maintain files in an organized manner and consistent with the prescribed format
  • Actively participate in the initiative to upgrade or replace Team-Design
  • Other duties in support of Customer Service as assigned

Knowledge, Skills and Abilities:

  • Minimum of two (2) years of hands-on customer service experience
  • Must have excellent listening and communication skills (verbal and written)
  • Proficiency in Microsoft Office (i.e., Word, PowerPoint, Excel and Outlook)
  • Must take initiative to resolve problems and offer solutions in a professional manner
  • Must be a team player, able to work outside the core business hours when needed and willing to accept a variety of tasks associated with this position
  • Proven ability to effectively manage multiple projects and priorities with a sense of urgency
  • Must have ability to think creatively along with high attention to detail
  • Prior experience in furniture industry and/or with Team-Design is considered a plus

Minimum Education Requirements:

  • High school diploma or equivalent
  • Associates or college degree a plus but not a requirement

PreConstruction Project Manager – Architectural Solutions

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Position Overview:
Responsible for providing direction throughout the preconstruction phase of a project from inception through turnover to Operations. The Preconstruction Manager engages with both internal and external entities to ensure that commitments to clients are being satisfactorily met and consistently communicated. Oversees estimating, scheduling, integration and purchasing functions as they relate to preconstruction services and provides effective management of the integration process during design ensuring that prefabricated files are coordinated with contract design. The PPM is embedded as a leader in a company culture that is cooperative and collaborative, fast paced, and develops growth and innovation.

Key Responsibilities:

  • Assists partners with business development in building relationships and providing conceptual estimates to potential clients.
  • Provide process discussion in collaboration with business development during the project acquisition stage.
  • Provides excellent analytical abilities in risk assessment and mitigation during inception to turnover to operations/construction team.
  • Leads interdisciplinary teams to deliver integrated prefabricated files.
  • Provides oversight in managing all necessary resources throughout preconstruction from inception through turnover and ensures that design expectations are coordinated within budget and schedule.
  • Takes leadership and owns quality assurance/quality control of integration during the full preconstruction project life cycle.
  • Drive revenue by chasing, qualifying, negotiating, and closing new strategic opportunities with leads provided by both the Business Development, sales personal, internal furniture reps and opportunities sourced individually.
  • Provides design assist proposals to architects and general contracts and negotiates terms while providing scope explanations.
  • Collaborates with the design team throughout the preconstruction phase
  • Leads Corporate Environments interdisciplinary teams through integration, ensuring fabrication is coordinated with design engineers.
  • Provides responsibility matrix to the remaining trades to ensure no gaps or overlaps in the project documents and budget.
  • Continuous budget development for defined scope of work as project progresses through the design.
  • Conducts all levels of estimating from conceptual to detailed final lump sum for sub-contracting bid.
  • Reconciles budgets throughout the Preconstruction phases, to ensure third party cost engineers comparison is correctly reflecting blended budgets and provides milestone budgetary updates as appropriate.
  • Manages development of all design deliverables (design progress prints, permit set, structural design, and specifications) to design team for design assist and design-build projects.
  • Reviews all project documents including drawings, specifications and technical documents from each trade/manufacture to ensure constructability and coordination.
  • Responsible for project schedule creation and coordination with the GC/Design Build Contractor to properly reflect a prefab approach.
  • Tracks critical path and project tasks to keep all team members and deliverable in line with the master project schedule.
  • Attends and participates in pull planning meetings to ensure dependencies are adequately identified and logic is linked accurately in master schedule.
  • Conveys any concerns regarding design, schedule, and budget to client as design progresses.
  • Reviews contract for preconstruction services and subcontract agreements.
  • Lead MEP validation process in order to mitigate risks.
  • Provides constructability review and identifies ideal locations for prefab construction.
  • Establishes and attends design coordination meetings with the design team to ensure proper collaboration between all team members.
  • Interfaces with vendors to request quotes used to supply accurate proposals to client.oResearches manufacturers and products and works closely with Design team to strategically plan and develop client specific solutions.
  • Responsible for research and recruitment of new sub-contractors and vendors as required for design build applications.
  • Manages Corporate Environments involvement in BIM coordination.Construction.
  • Reviews project requirements including scope, budget, and schedule with the construction project managers for quality control prior to project hand-off.
  • Reviews contract drawings for any cost and/or schedule impacts and notifies the GC within the allotted time frame per the contract.
  • Tracks any design changes in contract documents and ensures changes are properly captured prior to procurement. Manages permit revisions if necessary.
  • Oversees shop drawing generation and GC/AOR submittal process.
  • Submits pricing and all other information needed in order to supply final contract pricing to the client.oAssists in reviewing subcontract to assess

Knowledge, Skills and Abilities:

  • Education/Experience: Bachelors degree (B.A.) from a four-year college in construction management, engineering, or architectural design or relevant experience.
  • Minimum of 7-10 years related experience and/or training in Interior Architecture, or equivalent combination of education and experience
  • Revit, CAD, MS Project, and Procore experience required
  • LEED and Well Building certification preferred
  • Experience with Prefabrication/offsite and design build process is also desired
  • Knowledge/Skills/AbilitiesFull understanding of a design assist approach for full integration into the preconstruction process.
  • Ability to assess and manage risk.
  • Must have a good understanding of unit costing and square foot costs.
  • Ability to foster and leverage relationships. Comfortable interfacing with clients, architects, general contractors, subcontractors, vendors, and internal staff.
  • Must be extremely organized, with good time management skills and the ability to work independently with minimal guidance.
  • Must be able to analyze and problem solve, even with significant ambiguity.
  • Excellent verbal and written communication skills with ability to successfully present products and services.
  • Advanced knowledge of Microsoft Project and Procore desired.
  • Must be assertive and have strong sense of urgency and prioritization.
  • Proven sales ability and general understanding of business practice, pricing, and discounting.
  • Experience in take offs using Bluebeam or similar estimator software is preferred.

 

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