Client Engagement Specialist

Client Engagement Specialist

At Cincinnati Stair & Handrail we strive to model our values. Our two most essential values are:

"Client Focused" - We do our work for the benefit of others

"Collaboration" - Excellent work requires teamwork

If striving to model these values in your work sounds exciting to you, consider taking the next steps in joining our team.

REPORTS TO: Client Engagement Manager

FLSA STATUS: Non-Exempt

SUMMARY: Conducts sales with new and existing B2B and B2C clients. The individual promotes a positive experience for clients by maintaining seamless communication, creating rapport, and providing continuous service for each client’s needs.

DUTIES AND RESPONSIBILITIES:

· Establishes, develops, and maintains positive B2B and B2C relationships.

· Prepares, presents, and sends out the final quotes to customers, clients, and prospects.

· Verifies that all information and signatures have been collected for all projects (i.e., project address, finishing colors, signed contracts etc..).

· Sets appropriate client expectations for project scope and lead time. Communicates all pertinent information to the production team.

· Tracks project timelines to know when to release projects for field measure.

· Provides ongoing support to clients by tracking progress of their jobs and following-up on current status of projects and estimates via phone call and email.

· Greets guests and clients entering Cincinnati Stair, walks guests and clients to appropriate meeting location, and completes walk-in appointments.

· Answers or responds to phone calls and emails for the Company, determines clients’ needs, completes research to fulfill clients’ needs, and directs calls and emails as needed.

· Schedules appointments with clients for the Project Managers and Field Rep.

· Invites clients to the office for Design Consultation to make material selections and review project.

· Educates clients of the terms, products, and services that can financially benefit clients/businesses.

· Resolves client complaints regarding sales and service.

· Handles client negotiations, quoted prices, and contract terms for Estimators to ensure the agreement is favorable for each party.

· Prepares for project hand-offs by reviewing the full scope of project information and making client selections.

· Provides consistent, concise, accurate, and timely weekly/monthly sales lead generation activity reports, profitability analysis reports, and other business plans with the direct supervisor of the company.

· Captures and records customer, client, and prospect information into the CRM system.

· Maintains knowledge and monitors market, industry, building codes, trends, new products, and competitors.

· Acts as the main point of contact for clients and completes all estimates.

· Creates estimates in QuickBooks, saves all information to company software system(s), to present to clients.

· Documents and saves estimates in accounting software once a Request for Quote (RFQ) is received.

· Maintains files of estimates created.

· Ensures estimates for clients are maintaining profitability for the Company.

· Collaborates with clients, Sales Staff, Engineers, Architects, and Technical Managers to ensure technical details are noted and the estimate aligns with design goals.

· Communicates with suppliers, vendors, Production Manager, and/or subcontractors regarding availability and costs of materials and services related to projects.

· Retrieves labor costs from the Production Manager and Shop Managers according to project details.

· Reads, comprehends, and reviews scope of work and blueprints through the use of company software system(s).

· Tracks progress of jobs through project management software.

· Works with Production Manager and Shop Managers to make sure that labor pricing is up to date.

· Organizes and manages job costing details, maintains company dictated margin.

· Tracks current trends of costs in labor and materials for Cincinnati Stair. Ensures estimates for clients are maintaining profitability for the company.

· Records project takeoff details, including a note clarifying the source of pricing information.

· Manages all aspects of assigned categories and cost codes in the pricing books.

· Analyzes blueprints, photos, and other project documentation to prepare vendor takeoffs, vendor bid packages, materials, and labor estimates.

· Assists with the estimating of custom change requests.

· Follows up with customers for payment information after 15 past due and forwards the details to the accounting department for processing.

· Creates estimates for standard projects within 3-5 business days and custom projects 5-10 business days from receipt of a Request for Quote, or of receipt of project takeoffs.

· Performs all other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Education and/or Experience –High School Diploma (or GED or High School Equivalence Certificate) required; two or more years of sales or estimating experience preferred; or equivalent combination of education and experience required.

· Language Skills –Ability to read, analyze, and interpret common internal and external documents. High level of ability to respond to emails, written publications, and marketing specific verbiage. Superb ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.

· Mathematical Skills –Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

· Computer Skills –To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. This role requires an intermediate level knowledge of Microsoft Office (Access, Excel, Outlook, PowerPoint), Google Docs, Data Processing, and CRM systems.

· Other Qualifications – Valid driver’s license required.

Job Type: Full-time

Pay: $24.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Employee discount
• Flexible schedule
• Paid time off
• Paid training
• Professional development assistance
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• sales: 2 years (Required)
• Construction estimating: 2 years (Preferred)

Ability to Commute:

• Cincinnati, OH 45215 (Required)

Ability to Relocate:

• Cincinnati, OH 45215: Relocate before starting work (Required)

Work Location: In person

Salary : $24 - $26