Job Summary:
Under minimal direction, a Customer Support Advocate acts as the primary customer contact orchestrating all interactions between the customer, our suppliers and Gosiger’s internal support teams. This individual’s efforts are dedicated to delivering projects on time, in scope and on budget. A successful Customer Support Advocate builds solid stakeholder relationships, maintains accurate schedules and Rolling Action Item Logs (RAILs), clearly communicates requirements to & from all stakeholders & escalates issues to appropriate levels of management when additional attention or resources are required. The incumbent is accountable for overseeing all project tasks from order entry to customer sign-off & is responsible for managing and delivering our products and services in accordance with customers’ expectations.
Essential Responsibilities and Accountabilities:
- Prepare machine & accessory purchase orders based on Purchase Order Commitment (P.O.C.) content
- Verify order accuracy & the existence of a clear project S.O.W.
- Coordinate & track all machine and accessory orders from initial placement through delivery & implementation
- Clearly convey project objectives to all team stakeholders (internal & external)
- Responsible for leading all project related communication between customer, suppliers & Gosiger internal teams
- Facilitate team collaboration & problem solving
- Coordinate shipping, receiving & logistics between vendors and the customer
- Gather & deliver all necessary pre-installation documentation & work instructions to the customer (ie power, foundation, oils, fluids, etc)
- Develop & maintain a clear, timely, accurate & well understood project schedule
- Track execution progress making sure all milestones are met on time, properly documented & shared with the team
- Continually check project’s progress relative to stated project objectives
- Track incoming deliverables; see that those in need of expediting are expedited
- Conduct regularly scheduled, customer & execution team meetings updating project progress
- Prepare meeting summaries to keep team members apprised of new issues & critical details
- Address the notification & clarification of ongoing task assignments & action items
- Continuous evaluation to determine the root cause of plan deviations along with corrective action
- Schedule & coordinate customer training
- Manage all variables required to meet customer acceptance criteria
- Assist division management in providing “project autopsy” reports at the conclusion of projects
- Be Gosiger’s customer liaison; set, control & maintain customers’ expectations throughout the order execution process
Essential Qualifications
- Bachelor’s Degree in business or technical field (or equivalent work experience); PMP Certification preferred
- 2 Years work experience in a project management or a project fulfillment role
- Strong initiative and self-starter
- Effective planning and organization skills
- Good judgment and decision-making
- Demonstrated teamwork
- Excellent written and verbal communication skills
- Good problem solving & analytical skills
- Able to work with minimum supervision
- Rapidly adapt and respond to changing environments and priorities
- Experience with project management tools (I.E. MS Project, MS Excel and MS Word)
- AutoCad or equivalent experience is a plus
Working Conditions:
- Extensive PC use, significant time at a computer workstation in front of a monitor
- CRT viewing and key entry
- Internal/external customer communications with vendor contact
- Extensive internal/external stakeholder communication (email, in-person, video, text, etc.)
- Frequently in a manufacturing environment, either at Gosiger or in customer facilities
- Office & manufacturing work environment which includes moving mechanical machine parts, potentially loud equipment with exposure to a variety of non-hazardous and hazardous chemicals and airborne particles
