Axiom Project Coordinator Job

​Primary location: Lancaster, Pennsylvania
Relocation offered: No
Employment status: Full-Time
Travel: <10%
Non-compete: No
Pay grade: 5/6/7

Reporting to the Supervisor Customer & Sales Operations, the Axiom Project Coordinator will provide effective and timely sales support and customer services dedicated to our AXIOM product line. Customer services include consultation and resolution services that encompass a project from start to finish.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Reviews incoming orders checking for accuracy and completeness, ensuring they have corresponding quotations and valid pricing.
• Processes orders; manually creating material IDs and sales orders using the SAP system.
• Processes Quote-to-Order using the Salesforce system to process orders from quotes.
• Responds/ answers and handles Field Sales inquiries
• Understands customer needs and maintains positive interactions throughout the order lifecycle.
• Identifies issues and offers solutions to resolve problems.
• Responsible for entering customer orders, creating and clearing shipments and deliveries for Axiom/Grid.
• Includes reading/interpreting CAD drawing packages, Bills of Materials and customer PO’s for overall accuracy.
• Provides support as needed on sample submittals, with a high level of focus for custom projects.
• Responsible for pricing extensions, pricing exceptions and job pricing – this includes new and updates required for price increases.
• Collaborate with planner/plant personnel for effective order management. This includes internal and external order, mock up and sample requests.
• Collaborate with CAD team members to ensure accuracy of associated project documentation for accurate order entry and pricing.
• Collaborate to manage group and individual email folders while appropriately managing priority requests.
• Facilitates Ceiling, Grid and Wall claims, including research required for claims resolution. If necessary, appropriate escalation to management for approval
• Appropriately escalating customer concerns to quickly rule out root causes, and implement corrective action.
• Obtains information for problem resolution related to transportation, logistics and planning, to satisfy our customers.
• Each Axiom Project Coordinator is responsible for customers and Field Sales that have been assigned. Additionally, coordinators are responsible to provide back up.
• Exercises strong listening skills and problem-solving skills relative to customer inquiries
• Demonstrates ability to learn, understand, and transfer knowledge
• Responds, answers, and handles customer inquiries via 877 number
• Develops effective written responses
• Understands individual and team metrics
• Meets or exceeds call quality metrics
• Learn and follows Departmental Practices, Policies and Procedures
• Learn SAP and Navision systems and understand how to find and utilize information within systems
• Follows through on customer issues until there is complete resolution and customer satisfaction
• Utilize correct internal department resources to solve customer issues

Supervisory Responsibilities: None

Travel:

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.

• Possess proficiency in operating a PC with basic knowledge of Microsoft Outlook, Excel, Word, and PowerPoint. CES/SAP/Navision/Salesforce experience is helpful
• Demonstrates strong organizational skills with strong propensity to multi-task
• Demonstrates superior verbal and written communication/ customer service skills and a commitment to consistently exceed the customer's expectations

Physical and Mental Demands

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to: sit for prolonged periods; repetitive motion of hands/wrists/fingers; concentrate and repeat the same physical or mental activities over and over; think analytically and be exact or highly accurate; make decisions such as to identify complex problems, develop options and implement solutions; work in a team; ability to maintain regular, punctual attendance consistent with the ADAAA, FMLA and other federal, state and local standards; pay attention to and remember details; communicate effectively including active listening to understand points being made, and asking appropriate questions and not interrupting inappropriately; speak to convey information effectively; write to communicate effectively as appropriate for the needs of the audience; read to understand work related documents; move between different physical locations within and between buildings; and push, pull, carry and lift in the normal course of travel.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requires working indoors in environmentally controlled conditions with standard level of noise common to an office environment including office equipment and co-workers speaking to each other and on phones. Employees are required to wear personal protective equipment when entering the floor of manufacturing facilities based on the specific requirements of each location.

Education and/or Experience

• High School Diploma or equivalent.
• 2-3 years Customer Service experience
• Custom product order management.

AWI is an Equal Opportunity Employer, and all qualified applicants receive consideration for positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status