This job description is not intended to be all-inclusive. An employee may be required to perform other related duties to meet the ongoing needs of the organization.
*overview*: the fulfillment account manager directs the planning and execution of all work orders for all service accounts. The fulfillment account manager also handles all aspects of client relationships, including maintaining or improving customer satisfaction, identifying new business opportunities and ensuring collections are on schedule.
*specific responsibilities and duties*:
*customer service*
- serves as single point-of-contact for coordinating activities, services, orders, delivery and receiving tickets for each assigned service account.
- provides timely response to client requests for products and services, and timely responses to other departments within all modular (24hr min to 48hr max)
- maintains comprehensive understanding of client needs, processes, protocols, corporate goals, business practices and performance criteria.
- manages client relationships to deliver customer satisfaction and ensure strong ongoing business relationships.
- communicates order status, scheduling of orders for delivery/installation, and punch list resolution to customers.
- provides accurate and timely response to customer questions on all aspects of work orders, project planning, installation scheduling, pre-installation meetings, shipping & receiving and asset management.
*account management*
- oversees all customer projects and work orders that are $10,000 and under; directs implementation of customer orders and service requests.
- reviews work plans, schedules and logistics established for client projects.
- provides ongoing project status reports to clients. Attends installation meetings remotely as necessary. o must attend all pre-installation meetings.
- ensures allmodular and client standards of performance are met on all project work.
- maintains and communicates all project documentation to customers and within allmodular systems.
- manages team assignments to ensure workload is balanced and supported.
*field ops coordination*:
- initiates and oversees deliveries and installations; provides order management on all projects.
- analyzes order requirements, details scope of work, and communicates clearly to field ops, reviews all pricing and ensures that all labor po’s match the quote.
- schedules work with dispatcher for deliveries and small installations.
- attending all internal meetings and is prepared with the necessary documentation to convey all details clearly.
- communicates with customers on schedule of work, site requirements and project parameters for deliveries and small installations.
- plans all pre-install meetings to communicates with field staff regarding project details.
*work order management*:
- sends order information to appropriate internal and external personnel (account management staff, operations, customer, etc.). (pulls, asset management requests, touch-up, deliveries)
- reviews receiving information from warehouse and acknowledges the matching of order; assists with resolving discrepancies. (must review all documents from dealer or vendor and accountable to make sure all information is uploaded into iq.)
- prepares work order packet and delivers to dispatch by the designated time of day.
- provides schedule information to dispatcher.
- ensures all punch list work is done in a timely manner.
- follow up with lead on all fco submitted into smartsheet to make sure it is accurate and has been acknowledged by the client.
- preparation of billing for product delivered and work performed; verifies invoice amounts and balance.
- _* maintains all un-invoiced reports and has the information updated before meeting with finance. _
- _* uploads all labor po’s into iq _
- _* closes out projects in a timely manner. _
- manages customer sign-offs for all assigned work orders.
- manages invoices for all product and service work for assigned work orders. (if progress billing, all information to be given to finance by the 18th of each month)
- manages job registrations for union reporting.
*responsibility & accountability*:
- accepts accountability for project cost (goal hours), completion, schedule, punch-list, customer satisfaction and financial results.
- takes strong role in the accountability of the projects assigned and follows up through completion.
- assists in developing and maintaining relationships with clients, understanding operations procedures, work practices, standards of performance.
- responsible to work in a professional manner, and is courteous and respectful at all times with fellow employees.
- completes projects with attention to detail and mínimal to no punch work.
- attending all forecast, job review and pre-installation, and account management meetings.
*experience, education and skills required*:
- interpersonal and communication skills to interact effectively with a wide range of p