Customer Service Specialist - Lighting

Currently seeking a Customer Service Specialist to join our Lighting team. This position is a hybrid opportunity that provides support to our customer, the sales team and internal support. Successful team members are highly adaptable and enjoy providing excellent customer service.

Benefits: Landscape Forms takes pride in offering a competitive benefits package including, but not limited to, insurance benefits (available your first day), 401(k), family and parenting leaves, tuition reimbursement, wellness programs, quarterly bonuses, and paid time off.

Philosophy

Each member of the Landscape Forms team is expected to actively support the four Scanlon principles; Equity, Participation, Identity and Competence. We believe these are crucial to the success of an individual and the overall success of the company.

Summary

This position has the responsibility to manage multiple Lighting projects from order through shipping process. Internal collaboration with Business Development Team, Customer Service, Engineering, Scheduling, Supply Chain Management and Manufacturing team to define & manage project schedules. External communication with customer, contractors, and end users about project status updates. Relationship building is a key strategy for this role as it will take a high level of interaction with internal departments as well as various customer types. This individual must be creative on their own, or as a member of a creative team, to resolve design criteria, project issues, project schedules and technical problems.

Principle Responsibilities

To perform this job successfully, an individual must be able to perform each responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Develop strong knowledge of Landscape Forms business strategy and operations process.
• Lead by example, visibly and consistently employing our Scanlon Principles.
• Learn and listen with sales team to engage in projects as early as purchase order is received.
  
  
  
  • Enter order into system
  • Ensure submittal drawings are accurate and timely
  • Collaborate with engineering, purchasing, and manufacturing to determine project schedules and maintain adherence to established milestones.
  • Lead regular internal/external meetings to discuss project status.
  • Update sales team and clients on project status.
  • Assist with submittal change proposals for projects.
  
  
  
  
• Work with RSR and BDR teams to coordinate project post-bid follow-up with electrical channel bidders (contractors, distributors, agencies)
• Simultaneously manage multiple projects along various timelines.
• Ensure Lighting clients always receive world class customer service ("white glove service", proactive customer engagement)
• Develop and maintain standard practices and procedures for the project management process.
• Participate in Lighting process improvement initiatives.
• Actively collaborates with BDR/RSR/Agency teams to ensure all commissions, rebates and splits are accurate.

Criteria for Success (OnTRAC; Organizational Success, Trust, Respect, Accountability, Competence)

Bachelor's degree in business, project management or a technical field, plus 3-5 years' experience in customer service is preferred. Experience in Salesforce, other computer applications, and project management is preferred. Proven history demonstrating initiative and self-direction. Open to continual learning to operate in a competitive selling environment.

Must be able to collect and analyze data, solve problems with many variables, and apply common sense. This person must possess a high level of communication both verbally and with detailed written reports for a variety of disciplines. Must have the ability to give clear instruction regarding technical data to both technical and non-technical audiences, for example, engineers, vendors, clients, contractors, sales representatives, management team and production personnel.

Work Environment and Physical Requirements

Mostly office but may be required to work in noisy or hot environment and around moving machinery. Must be able to lift up to 50 pounds. Must be able to stand, sit, or walk for up to 10 hours. Some dinner meetings and travel may be required. Reasonable accommodations may be made for individuals with disabilities to perform the principal accountabilities.