What are the responsibilities and job description for the Customer Support Project Manager position at Amerlux?
Amerlux, a pioneer in the lighting industry for over 35 years, is seeking a Customer Support Project Manager to join our Customer Support team in our Oakland, NJ office. This position is on-site at our office in Oakland, NJ five days per week.
As the Customer Support Project Manager you will be responsible for managing customer projects including Distributor, large direct customers and Rep Accounts to include gathering detailed information, being accuracy with an attention to detail, effectively communicating and providing timely follow up. Responsible for internal and customer facing tasks to keep projects on track. Must demonstrate the ability to work effectively, independently and as part of a team. In all Customer Support tasks, communicate effectively with internal teams and customers in an effort to reduce customer miscommunications, enhance the customer experience and focus on Amerlux’s goal of delivering excellence in service to all customers. Continuously develop customer loyalty by anticipating customer needs and professionally representing Amerlux in all customer contact.
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.
Minimum Skills and Experiences:
- 5 years of direct Customer Support and/or project experience.
- Excellent project management, organizational, verbal and written communication skills are required.
- Expert in Microsoft Office and with ERP (Oracle) including running reports, managing data and analysis and presentation of data.
- Exceptional mathematical and analytical acumen.
- Ability to communicate with vendors, customers, production teams and management in a professional manner.
- Experience in lighting, manufacturing, construction, architectural or design engineering with ability to read technical drawings preferred.
- Must be able to react quickly and adapt to changing business needs. Remain calm under pressure while juggling multiple priorities.
- Self-motivated, able to work independently, and willing to learn new tasks.
Amerlux provides a competitive starting salary, full benefits including health, dental, vision, prescription drug, 401k with match, life, AD&D, short term disability, vacation, sick and holidays.
Please submit your resume for consideration.
Amerlux is an Equal Opportunity Employer.
