Client Services Coordinator
Description
Job Title: Client Services Coordinator
Salary Range: $50,000/yr - $55,000/yr
Department: Client Service
Reports to: Director, Sr. Client Service Manager
Additional info: Salaried/Exempt, Full time
JOB SUMMARY:
Footprint Solutions performs a variety of projects in retail, office and various other locations utilizing their installation service centers and merchandising employees. A Client Service Coordinator reports to a Sr. Client Service Manager and provides support related to the set-up, roll out and completion of a project. A Client Service Coordinator will interact with customers and vendors as well as other departments within Footprint to ensure a project is completed per the Customer’s timeframe & requirements. In addition, this position may perform program operating functions on a solo basis for smaller projects.
Footprint Solutions performs a variety of projects in retail, office and various other locations utilizing their installation service centers and merchandising employees. A Client Service Coordinator reports to a Sr. Client Service Manager and provides support related to the set-up, roll out and completion of a project. A Client Service Coordinator will interact with customers and vendors as well as other departments within Footprint to ensure a project is completed per the Customer’s timeframe & requirements. In addition, this position may perform program operating functions on a solo basis for smaller projects.
GENERAL JOB DESCRIPTION
- Develop project startup requirements as directed by the Sr. Client Service Manager. These functions include but are not limited to the following:
a. Coordinate information received from the customer to ascertain scope, understand store locations
and timeframe, reporting requirements and other account-specific details of the project.
b. Participate in the test store process and provide support to Sr. Client Service Manager and field as needed.
c. Create project start up training materials for internal and external team members.
d. Compile necessary project startup data for internal teams including logistics data, store lists, schedule dates, and training materials.
e. Distribution of project materials and training plan to internal and/or external resources. - Manage daily requirements of the project during project launch and implementation including but not limited to:
a. Monitoring /management of daily summary reports that verify work order status including freight receipt, schedule dates and order completion.
b. Follow up as required with network to obtain work order status information to ensure project data is up to date daily.
c. Collaborate with Service Center Representatives to provide timely resolution to escalate project issues.
d. Provide daily/weekly program summary recaps to the Sr. Client Service Manager or Customers.
e. Communicate promptly and timely with customers and customer-related parties to ensure customer inquiries are immediately acknowledged and addressed and to ensure customer expectations are met. - Review potential program challenges with Sr. Client Service Manager to develop detailed issue resolution solutions for internal and external resources.
a. Coordinate and assist in the resolution of freight or transportation issues with network and logistics.
b. As needed, manage specific work list cases to provide timely and accurate resolution to
customer or network.
c. Provide training and ongoing instruction to Service Center Representatives regarding specific project objectives and guidelines.
4. As directed by the Sr. Client Service Manager, participate in the following areas to ensure project success:
a. Work with the accounting department to resolve billing discrepancies related to the project resulting in timely and accurate customer invoices for all services under contract.
b. Provide support to Sr. Client Service Manager both internally and externally in their absence.
c. Participate in the end of project / closeout functions to bring project to successful completion.
d. Gather necessary feedback both internal and external regarding the program to develop final program summary reports.
e. Develop project summary reports for customers as directed by the Sr. Client Service Manager for all aspects of the project including on time completions, fail rates, logistics overview, inventory status, claims status etc.
F. Present project summary information to management or customers as directed by Sr. Client Service Manager.
g. Monitor closeout of all open cases related to project and assist Sr. Client Service Manager or CSRs with resolution.
g. Monitor closeout of all open cases related to project and assist Sr. Client Service Manager or CSRs with resolution.
KNOWLEDGE AND PRACTICAL EXPERIENCE REQUIRED:
- The level of knowledge customarily acquired through the completion of four years college or equivalent; preferably in business administration or related field
- Minimum three years of functional experience in client or customer service or project management
- Exceptional interpersonal, written and verbal communication skills to manage and deal professionally with customers, internal & external contacts.
- High level of attention to detail and thoroughness.
- High level of organizational skills to coordinate projects containing a significant amount of complexity.
- Proficiency with computers to include knowledge of Microsoft products: Outlook, Word, Excel, PowerPoint
PHYSICAL REQUIREMENTS:
- Consistently sit or stand as needed to utilize a laptop, keyboard, mouse, monitor(s), etc.
- Consistent ability to communicate information and ideas so others will understand. Ability to observe details at close range (within a few feet of the observer.
- Occasionally move about inside the Lisle Corporate Office.
- On a very infrequent basis (up to 5%), carry and lift objects weighing up to 25 pounds while performing maintenance or reset visits to customers’ retail stores to perform merchandising activities.
- Must be able to travel as required (up to 5%). Typically occurs on a quarterly basis locally but could travel to other areas of the US. May include overnight travel.
WORKING CONDITIONS:
- Office environment – hybrid, currently at one day per week in Lisle Corporate Office, rest of week
remote (i.e. home.) ( Open to outside Lisle areas) - As in all salary and exempt positions, working an excess of 40 hours per week may be necessary to effectively perform the duties and responsibilities of the job
What We Offer
- Competitive salary (range commensurate with experience $50,000/yr - $55,000/yr
- Mentorship culture, collaboration, innovation-driven environment
- Full time (40 plus hours per week)
- Benefits: Medical, Dental, Vision, Life/AD&D, short and long term disability insurance, FSA (qualified health and dependent care) effective first of the month after 30 days of employment
- Employee Assistance Program – free and confidential
- 401k – for new employees, eligible after 12 months of employment, must be at least 21 years of age, employer match 100% on first three percent of employee contributions and additional 50% up to next two percent of employee contributions
- Vacation: for new employees to accrue ten (10) hours of time per months
- Floating Holidays (i.e. personal days) – sixteen (16) hours of time per calendar year (prorated for this year)
- Illinois Paid Leave for All Workers paid time off (48 hours per calendar year) – only available to those working in the state of Illinois. Working outside of IL: eligible for up to 48 hours of paid sick time per calendar year (prorated for this year.)
- Eight (8) Company paid holidays per calendar year