Customer Service Support II

Job Description

Job Description

Customer Service
Harrisonburg, VA
Schedule: Monday – Friday
12-month Contract , with the potential for hire

This is a temporary position requiring a 12-month commitment, with the potential for hire upon successful completion.

Job Summary:
As a Project Manager – Customer Service , 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.

In this role, you will:
Responsible for 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.
Order management: 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.
Position is in direct communication and interacts 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.

Skills:
Essential Skills:
Competent computer capabilities in Microsoft Office (Excel, Access, Outlook).
Customer service skills including prompt response time and documentation.
Excellent time management and organization with attention to detail.
Ability to work in a team environment in a professional office setting
Exceptional communication skills (verbal and written) including ability to follow written and verbal instructions.
People oriented, self-starter that can multi-task, and excel, in a fast-paced environment with deadlines while working independently and/or with others.
Proven ability to manage and resolve conflicts while fostering a positive and collaborative work environment.
Demonstrated ability to anticipate challenges and proactively develop solutions, rather than reacting to issues as they arise.
Proven ability to manage multiple projects simultaneously under tight deadlines.
Also note:

Education:
You have: (required)

High School Diploma or GED from an accredited institution.
Minimum 2 years of experience in a complex customer service environment (high call volume or high customer contact).
Experience with Microsoft Word and Excel.
Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Exceptional Candidates also have: (preferred)

Bachelor's Degree from an accredited institution.
2 years of experience in a manufacturing or construction industry experience.
Minimum 1 year of experience of reading and interpreting architectural plans and installation instructions.
Experience with Estimating Software, JD Edwards, and Microsoft Office

#TB_OTH
#ZR

Why TalentBurst?
At TalentBurst, we deliver more than talent, we deliver outcomes. We partner with you to move quickly and connect you to opportunities aligned with your skills and long term growth.

Backed by precision, transparency, and results, we connect top talent with leading organizations through trusted partnerships.

We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.

TalentBurst is an equal opportunity employer committed to an inclusive and diverse workforce.

Company Description

Founded in 2002 by three former Monster.com executives; TalentBurst is an award-winning full-service Staffing Firm working directly with Fortune 500 companies in the US and Canada. We specialize in Contract and Contract to Permanent roles across many industries and have direct/contractual relationships with all our clients. Please visit our website or come meet us at our offices in Natick, MA, Miami, FL, Christiansburg, VA, Vineland, NJ, Houston, TX & downtown San Francisco, CA

Company Description

Founded in 2002 by three former Monster.com executives; TalentBurst is an award-winning full-service Staffing Firm working directly with Fortune 500 companies in the US and Canada. We specialize in Contract and Contract to Permanent roles across many industries and have direct/contractual relationships with all our clients. Please visit our website or come meet us at our offices in Natick, MA, Miami, FL, Christiansburg, VA, Vineland, NJ, Houston, TX & downtown San Francisco, CA