Client Experience Coordinator

Job Description

Job Description

Job Title: Client Experience Coordinator Location: Capitol Heights, MD or Baltimore, MD

The difference you’ll make:
We're looking for a highly organized, customer-focused Client Experience Coordinator to join the dancker team. In this dynamic and fast-paced role, you'll support the successful execution and tracking of client projects from quotation through completion. Partnering closely with Account Executives, Account Managers, Project Managers, Operations, Finance, manufacturers, and clients, you'll help ensure orders are processed accurately, projects remain on schedule, and clients receive exceptional service throughout every stage of the customer journey. If you're energized by coordinating details, solving problems, and creating positive client experiences, we'd love to hear from you.

How you’ll make an impact:

• Support Account Executives and Account Managers by preparing, maintaining, and tracking quotations, orders, and customer documentation throughout the sales and project lifecycle.
• Convert design files, customer purchase orders, and product specifications into accurate quotations and order documentation.
• Maintain customer product standards and project information within Hedberg and other business systems to ensure data accuracy and operational efficiency.
• Serve as a primary point of contact for client inquiries regarding products, lead times, order status, deliveries, and project-related questions.
• Proactively communicate project updates, potential issues, and critical information to clients and internal stakeholders to support timely decision-making and resolution.
• Coordinate deliveries, installation activities, manufacturer reservations, COM fabric reservations, and network dealer projects to help ensure successful project execution.
• Utilize dashboards, workflow tools, reports, and tracking systems to monitor project progress, identify potential issues, and support on-time delivery.
• Prepare installation packages, change orders, and supporting documentation to facilitate project execution and client satisfaction.
• Complete and maintain required business documentation, including customer setup forms, deposits, quote-to-order conversion packages, credit and debit requests, and certificates of insurance.
• Partner with Operations, Project Management, and Finance teams to support invoicing readiness, resolve project issues, and maintain customer satisfaction.
• Support Accounts Receivable processes through documentation assistance, credit and debit processing, and follow-up related to outstanding invoices.
• Respond to client requests promptly and professionally while maintaining a high level of service, accuracy, and accountability.
• Perform additional duties and assignments as needed to support team objectives, business priorities, and client success.

What you’ll bring to this role:

• High school diploma or GED equivalent required; associate or bachelor’s degree preferred.
• Minimum 3-5 years of experience in customer service, sales support, project coordination, order management, or a related business support role.
• Experience working with Hedberg or similar ERP/order management systems preferred.
• Contract furniture industry experience, including familiarity with Steelcase products and processes, is preferred but not required.
• Strong communication, organizational, and follow-through skills with exceptional attention to detail.
• Ability to manage multiple priorities simultaneously while maintaining accuracy in a fast-paced environment.
• Strong problem-solving abilities and aptitude for working with data, documentation, and business processes.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to build productive relationships and collaborate effectively with clients, sales teams, operations, project managers, manufacturers, and internal stakeholders.
• A customer-first mindset with a commitment to delivering outstanding service and supporting successful project outcomes.

Key Behaviors to succeed in the role
All Employees: Collaborates | Accountable | Innovative | Customer Focused | Self Development | Courage

About dancker

Founded in 1829, dancker partners with leading organizations to transform their spaces into high-performing destinations that build community, shape culture, and drive business results.

As a unified community of specialized brands—ForBuild (specialty construction), DBE Systems (integrated technology), Furniture by dancker (contract furniture), and d’ploy (logistics solutions)—dancker delivers seamless, holistic solutions for the built environment. Serving workplace, education, healthcare, lifestyle, and government clients nationwide from experience centers in Somerville, NJ, Baltimore, MD, Capitol Heights, MD, and Harrisburg, PA, dancker transforms the complex process of fitting out commercial interiors into an integrated partnership that drives measurable results.

As an employer, we are proud to foster an environment where our people can thrive both personally and professionally. We believe that talent can be developed, nurtured, and grown, and we are committed to maintaining a culture that celebrates the brilliant minds who bring innovative ideas to life.

Benefits
dancker offers a comprehensive benefits package that includes medical, dental, vision, life insurance, 401(k) matching, and corporate discount programs.

Salary Range: $60,000–$90,000, based on skills, capabilities, and experience.

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