Specials Co-ordinator (Contract)

• The incumbent will act as the primary point of contact for the Customer, Dealer, Sales Representative, and Manufacturing Facilities and Suppliers as it relates to all Specials requests and projects to ensure full visibility and ability to enhance the customer service experience.
• Enter faxed or e-mailed requests into Price It as received.
• Managing and ensure adherence to established Service Level Agreements (SLA’s).
• Prepare responses to the Dealers and/or Customer by establishing list price, lead time and packaging standard where applicable for minor specials and assign alternative minor specials to Extended Specials Team.
• Responsible for validating and confirming a specials request, processing, and expediting special product pricing to the customer within established guidelines using the Price-It software.
• Provide product information (pricing, product availability, delivery, etc.). To accomplish this, the incumbent must respond to internal and external customer needs in a knowledgeable and timely manner, as well as demonstrate solid knowledge of the Price and Product Guide offerings, and the order flow process.
• Respond to questions and resolve customer related problems based on policies and procedures, through interaction with internal and external customers.
• Co-ordinate efforts for major special projects with Extended Specials team, Sales Representative and Dealer and ensure a timely response is provided to the Dealer and/or Customer.
• Audit pricing for major and project specials.
• For price protected customers, the incumbent will be responsible for creating new price requests
• Review performance on SLA’s and provide monthly reports based on Dealer feedback and other agreed upon metrics. The incumbent will then be responsible for the communication and distribution of information to related parties and will the key point of contact to execute or follow up on action items.

• Post secondary education with a Technical or Project Management degree or diploma
• 3-5 years of Customer Service related experience in a manufacturing environment
• Excellent verbal and written communication skills with strong interpersonal skills
• Must be highly organized and detail oriented
• Ability to multi-task in a fast paced environment that is deadline oriented
• Ability to work independently and within a team environment
• Excellent computer skills, including Microsoft Word, Excel and Powerpoint with Autocad knowledge preferred
• Fundamental understanding of technical drawings is beneficial
• Knowledge of the office furniture or related industries is an asset

eQuest