Project Manager (Customer Service)

About the role

As a Project Manager – Customer Service (PM) at Kawneer, you will be a driving force behind exceptional customer service and seamless project execution. Under the general direction of the Project Management Team Lead, you will provide outstanding service for large fabricated and/or stock length projects, handling day-to-day activities within the customer service area. Your role involves coordinating with customers and internal teams to manage project timelines, address inquiries, and resolve issues with agility and precision. You’ll maintain and foster strong customer relationships, ensuring their satisfaction.

Responsibilities

• Manage a backlog of identified customers in geographic locations across North America, ensuring timely responses via email and phone.
• Oversee the order management process flow throughout the front-end and manufacturing process (estimating, drafting, engineering, order entry, and takeoff) by collaborating with various teams, problem-solving, and sharing best practices.
• Process LOIs, purchase orders, sales tax credits, feedback, claims management, and transfer orders to other locations.
• Proactively manage orders, including reviewing backlog, notifying customers of status changes, and working with plant personnel on scheduling.
• Act as the primary point of contact for customers, sales teams, estimators, drafting/engineering, takeoff, order processing, and manufacturing personnel.
• Resolve customer concerns and field issues to ensure high satisfaction and trust.
• Coordinate and advance project status from Order Entry through Manufacturing.
• Understand market needs, including customer needs and competitive information, to obtain profitable orders and identify opportunities.
• Develop and maintain positive working relationships with customers, internal teams, and stakeholders, representing Kawneer with professionalism and integrity.
• Act as a liaison between customers and Kawneer, facilitating clear and effective communication to ensure project success.

Skills

• Competent computer capabilities in Microsoft Office (Excel, Access, Outlook).
• Strong customer service skills, including prompt response time and documentation.
• Excellent time management and organization with attention to detail.
• Ability to work in a team environment in a professional office setting.
• Exceptional communication skills (verbal and written), including the ability to follow written and verbal instructions.
• People-oriented, self-starter who can multitask and excel in a fast-paced environment with deadlines, working independently or with others.
• Proven ability to manage and resolve conflicts while fostering a positive and collaborative work environment.
• Demonstrated ability to anticipate challenges and proactively develop solutions.
• Proven ability to manage multiple projects simultaneously under tight deadlines.

Note: This role has a 0% travel requirement.

Qualifications

Required:

• High School Diploma or GED from an accredited institution.
• Minimum 2 years of experience in a complex customer service environment (high call volume or high customer contact).
• Experience with Microsoft Word and Excel.
• Must be legally authorized to work in the United States; verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Preferred:

• Bachelor's Degree from an accredited institution.
• 2+ years of experience in a manufacturing or construction industry.
• Minimum 1 year of experience reading and interpreting architectural plans and installation instructions.
• Experience with Estimating Software, JD Edwards, and Microsoft Office.

Work Setting & Location

This is an in-person position in a professional office environment located in Harrisonburg, VA.

Schedule

Monday – Friday (Full-time, Exempt).

Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) with company match.
• Generous paid time off and flexible work schedules.
• Referral Program.
• Employee Assistance Program.
• Opportunities for continuous learning and career advancement.

About Us

Arconic Corporation is a leading provider of aluminum sheet, plate, and extrusions, as well as innovative architectural products, advancing the automotive, aerospace, commercial transportation, industrial, and building and construction markets. Building on over a century of innovation, Arconic helps transform the way we fly, drive, and build. We live our core values and commit to delivering sustainable value to our customers, employees, communities, and stakeholders.

At Arconic, we:

• Act With Integrity: Lead with respect, honesty, transparency, and accountability.
• Safeguard our Future: Protect and improve the health and safety of our employees, communities, and environment.
• Grow Stronger Together: Cultivate an inclusive and diverse culture that advocates for equity.
• Earn Customer Loyalty: Build customer partnerships through best-in-class products and service.
• Drive Operational Excellence: Pursue continuous improvement through innovation, agility, people development, and collaboration.
• Create Value: Achieve success by generating and growing value for our stakeholders.

About The Team

Harrisonburg is an independent city in the heart of the Shenandoah Valley region of Virginia, centrally located within two hours of Richmond, Virginia, and Washington, D.C. The city blends small-town hospitality with vibrant culinary and recreational options. Outdoor enthusiasts enjoy George Washington and Jefferson National Forests, Shenandoah National Park, and numerous parks and trails. Home to James Madison University and Eastern Mennonite University, Harrisonburg is a tourist destination offering world-class entertainment and unique attractions.