Amerlux, a leader in architectural lighting, designs and manufacturing of innovative interior and exterior lighting solutions for commercial, retail and supermarket sectors isseeking aCustomer Support Project Managerto join our Customer Support team. Ideal candidates would be within commuting distance of our Oakland, New Jersey headquarters. Must have experience working for a manufacturing organization that sells durable goods.
TheCustomer Support Project Managerwill have worked in a company that manufactures products, and be responsible for processing customer orders by gathering detailed information, entering orders into the Oracle system with accuracy and effectively communicating through email timely follow up to both internal and customer to keep projects on track. Must demonstrate the ability to work effectively, independently and as part of a team.
job Responsibilities Include:
- In conjunction with Customer Support guidelines and established processes, manage customer portfolio and projects as assigned, within the scope of corporate and departmental procedures. Provide timely responses and updates on all matters inclusive of order processing, shipping information and customer requests.
- Clarify customer requirements and deliverables in terms of product and date requirements. Clearly outline customer information and detail needed for accurate processing while keeping project pace to complete projects in committed lead times.
- Maintain exceptional details in tracking on projects of customer information, timelines, dates, risk etc.
- Methodical and timely updates and communication on projects particularly where risk of project timeline exists.
- Manage customer expectations through clear, concise communication and information provided at each step of project. Communicate internally and to customers when projects and dates are at risk always being sure that Amerlux is protected in terms of dates and tasks for job requirements.
- Develop customer loyalty and confidence through customer relationships and proactive and consistent follow up and updates. Learn customer specific requirements and processes to anticipate customer needs.
- Exemplify Amerlux’s commitment to excellence in service with effective communication internally and to our customers. Communicate and collaborate internally and cross functionally on all information related to customer orders and lead times for overall success in supporting Amerlux customers.
- Utilizing exceptional organizational and documentation skills, provide timely responses to all inquiries from internal and external customers. Maintain a comprehensive trail of all project Tasks. Perform all Customer Support tasks with a focus on exceeding customer expectations and reducing customer effort.
- Support training and mentoring of Project Managers on the Customer Service team.
- Other duties as assigned by Management and the Company.
This is an individual contributor role, reporting to a Customer Support Lead Person.