Client Service Coordinator

Client Service Coordinator

footprint Solutions

Job Title:              Client Service Coordinator/ Full time, Exempt

Department:       Client Service

Manager:            Sr. Client Service Manager

JOB SUMMARY:
Footprint Retail Services perform a variety of projects in the retail environment, utilizing their installation contractors and merchandising employees. A Client Service Coordinator reports to a Sr. Client Service Manager and provides support related to the set-up, roll out and completion of a project. A Client Service Coordinator will interact with customers and vendors as well as other departments within Footprint to ensure a project is completed per the Customer’s timeframe & requirements. In addition, this position may perform program operating functions on a solo basis for smaller projects.

GENERAL JOB DESCRIPTION:
1. Develop project startup requirements as directed by the Sr. Client Service Manager. These functions
include but are not limited to the following:
a. Coordinate information received from the customer to ascertain scope, understand store locations and
timeframe, reporting requirements and other account-specific details of the project.
b. Participate in test store process and provide support to Sr. Client Service Manager and field as needed.
c. Create project start up training materials for internal and external team members.
d. Compile necessary project startup data for internal teams including logistics data, store lists, schedule
dates, and training materials.
e. Distribution of project materials and training plan to internal and or external resources.

2. Manage daily requirements of the project during project launch and implementation including but not
limited to:
a. Monitoring /management of daily summary reports that verify work order status including freight
receipt, schedule dates and order completion.
b. Follow up as required with network to obtain work order status information to ensure project data is up
to date on a daily basis.
c. Collaborate with Service Center Representatives to provide timely resolution to escalated project
issues.
d. Provide daily/weekly program summary recaps to the Sr. Client Service Manager or Customers.

3. Review potential program challenges with Sr. Client Service Manager to develop detailed issue resolution
solutions for internal and external resources.
a. Coordinate and assist in the resolution of freight or transportation issues with network and logistics.
b. As needed, manage specific work list cases to provide timely and accurate resolution to customer or
network.
c. Provide training and ongoing instruction to Service Center Representatives with regard to specific
project objectives and guidelines.
4. As directed by the Sr. Client Service Manager, participate in the following areas to insure project
success:
a. Work with accounting department to resolve billing discrepancies related to the project resulting in
timely and accurate customer invoices for all services under contract.
b. Provide support to Sr. Client Service Manager both internally and externally in their absence.
c. Participate in end of project / closeout functions to bring project to successful completion.
d. Gather necessary feedback both internal and external in regards to the program to develop final
program summary reports.
e. Develop project summary reports for customer as directed by the Sr. Client Service Manager for any
and all aspects of the project including on time completions, fail rates, logistics overview, inventory
status, claims status etc.
f. Present project summary information to management or customers as directed by Sr. Client Service
Manager.
g. Monitor closeout of all open cases related to project and assist Sr. Client Service Manager or CSRs
with resolution.

KNOWLEDGE AND PRACTICAL EXPERIENCE REQUIRED:
1. The level of knowledge normally acquired through the completion of four years college or equivalent; preferably
in the area of business administration or related field.
2. Minimum three years of functional experience in client or customer service or project management
3. Superior interpersonal, written and verbal communication skills to manage and deal professionally with
customers, internal & external contacts.
4. High attention to detail and thoroughness.
5. Excellent organizational skills to coordinate projects with a significant amount of complexity.
6. Proficiency with computers to include knowledge of Microsoft products: Outlook, Word, Excel, PowerPoint.

COMPENSATION:
1. Base salary commensurate with experience.
2. Annual bonus opportunity commensurate with position level.

PHYSICAL REQUIREMENTS:
1. Some physical effort required. Must be able to tolerate extended periods of standing, frequent use of a
keyboard, and have the ability to communicate and hear effectively. The employee is occasionally required to
walk; reach with hands and arms and lift or carry objects weighing up to 10-25 pounds.
2. Must be able to travel as required. Travel typically occurs on a quarterly basis local or to other Markets
3. Flow of work and character of duties involves normal visual and mental attention.

WORKING CONDITIONS:
1. Office environment.
2. Overtime is expected to be experienced in this position

Footprint is an equal opportunity employer that is committed to a diverse and inclusive workplace. Step into a job that is right for you with Footprint Solutions.