Customer Service Specialist - Kalamazoo, United States - Landscape Forms

Description

**Customer Service Specialist**

at Landscape Forms Kalamazoo, MI **Philosophy**

Each member of the Landscape Forms team is expected to actively support the four Scanlon principles and the OnTrac criteria. 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.

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

Bachelors 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.

Jurisdiction and Choice of Law: All disputes arising from my application for employment, and my employment, shall in all respects be governed by the laws of the State of Michigan, and any hearing concerning policies within the Guidebook shall be filed, heard, and decided in the Circuit Court for the County of Kalamazoo, Michigan. The parties agree that they will be subject to the personal jurisdiction and venue of that court regardless of where the team member or Landscape Forms may be located at the time that any dispute or action may occur.

Authorization to Work: I certify that I can produce applicable documentation that I am authorized to work as required by the Immigration Reform and Control Act of 1986.

Need For Accommodation: If I, due to a physical or mental disability, require an accommodation to perform the job for which I may be selected, I understand that I must give Landscape Forms Inc. written notice of that need within 182 days after I know or reasonably should have known that an accommodation is needed. Failure to do so may bar me from alleging that Landscape Forms Inc. has not accommodated me as required by Michigan law.

Drug Testing: I agree to provide Landscape Forms Inc. with appropriate specimens to test for the presence of drugs or other controlled substances. I authorize the release of any and all information relating to this test, including but not limited to medical reports, laboratory reports, test or evaluation. I understand that decisions concerning my employment will be made as a result of these tests.

Disclosures: I agree that the contents of any offices, work spaces, desks, computer and computer generated data, any Landscape Forms Inc. property I may be using, as well as my person, and any of my own property I bring onto Landscape Forms Inc. premises, may be inspected by Landscape Forms Inc. at any time, and I waive and promise not to make any claims against Landscape Forms Inc. (or its employees or agents) relating to such inspection. I agree that, except as directed otherwise in writing by Landscape Forms Inc., I will not disclose to anyone, use for my own purposes, or access for any purpose other than LFIs business interests, any of confidential or proprietary information, either during or after my employment. I understand and agree that client names and information, financial data, computer information and processes are confidential and proprietary information and I will not make written or other copies or notes regarding these matters except as necessary to perform my job. I agree that if my employment ends, I will deliver to Landscape Forms Inc. all material of any kind that I have relating to its business, including any such copies or notes. I agree that if any of the above commitments by me is ever found to be legally unenforceable as written, the particular agreement concerned shall be limited to allow its enforcement as far as legally possible.

Consideration for Employment: I agree to the above terms of employment if I am employed by Landscape Forms Inc.. Should I be employed, I understand and agree that these provisions of my employment can be revised only by a signed contract authorized by a written resolution of Landscape Forms Inc., and that no person in Landscape Forms Inc. has any authority to offer employment other than on an at-will basis as described above. I understand and agree that, except as provided above, all compensation, benefits, programs, rules, and policies of Landscape Forms Inc. are subject to exception or change at any time as decided by Landscape Forms Inc. in its sole discretion.

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Landscape Formss Equal Employment Opportunity policy, we do not discrimin