Project Coordinator I
Position Summary
The Project Coordinator I is the primary point of contact for all client requests related to on-site services, focusing on furniture and inventory management. This role is essential for maintaining client satisfaction by managing all stages of the service lifecycle, including initial ticket intake, furniture selection, order fulfillment, and inventory maintenance for both on-site and warehouse assets.
Key Responsibilities
Client Management & Ticketing: Serve as the first point of contact, intake, and manage all customer furniture requests using the client's ticketing systems. Communicate professionally and promptly via ticketing, email, phone, and Google Chat, documenting all scheduling milestones to meet team Key Performance Indicators (KPIs).
Logistics & Scheduling: Assign and schedule internal and external teams for execution, coordinating the installation and removal of furniture. This often requires scheduling work outside of the client's standard operating times.
Inventory & Asset Management: Maintain accurate on-site and warehouse furniture inventories. Conduct site surveys and report detailed furniture audit data. Support inventory furniture specification to meet outlined client requirements.
Issue Resolution & Escalation: Proactively identify and resolve a range of requests, providing resources and solutions amidst ambiguity to ensure customer satisfaction. Professionally identify and expedite high-level or escalated requests with a strong sense of urgency.
Documentation & Reporting: Gather, document, and report details to reflect furniture modifications and status changes within the client's asset management and as-built drawing catalog.
Team Collaboration: Work collaboratively with internal Design and Project Management teams, as well as external stakeholders, to ensure the successful and daily completion of all project tasks.
Special Projects: Complete client requests involving specialty items or tasks that fall outside of the normal scope of work as needed.
Qualifications
Education and Experience: Associates Degree or higher from an accredited college or university is preferred; equivalent prior professional experience will be considered in lieu of a degree. Two to five years of customer service experience, preferably within an office environment or account management setting. Prior experience working with client ticketing systems and inventory management systems is a significant plus.
Aptitude for Learning: Capable of quickly learning furniture system parts, assembly procedures, and the ability to read and understand furniture floor plans.
Communication: Strong verbal and written communication skills for professional customer and stakeholder interactions.
Organizational Prowess: Must be extremely organized with excellent time management skills and a strong attention to detail.
Problem-Solving: Proven ability to analyze situations, problem-solve, and make decisions with minimal guidance.
Technical Proficiency: Proficient in office productivity applications, including Google Workspace (formerly Google Suite Apps) and other relevant tools like Microsoft Office and Smartsheets.
Adaptability: Must be agile, comfortable with ambiguity, and possess a strong sense of urgency to address client needs.
Customer Focus: Ability to provide excellent customer service and foster strong internal and external relationships on a daily basis.
Work Ethic: Ability to be proactive, work both independently and in a collaborative team environment.
Physical Requirements
Ability to move distances within the office and warehouse environments. Requires basic math, complex reading, and writing skills, along with seeing, hearing, color perception, and clear speech.