Job
Description
Job Purpose: Responsible for the efficient planning, scheduling, coordinating and supervising of the installation and reconfiguration of Haworth products as well as executing project management works with minimal cost without compromising the quality of customer service in completing the projects for new clients. Key Roles and Responsibilities: Actively search and pursue opportunities to promote the Harmony Services and Haworth value proposition to customers in your region/sub-region by engaging directly with customers and partners. Service strategic accounts assigned, present Harmony Services, identify opportunities, update and submit regular reports on customer visits and services rendered to the management, and support strategic planning on account management. In Harmony projects that require cross-geographical support, he works closely with the strategic project leader, RCOM, sales/GAM, and his counterparts in other regions to deliver service consistency with highest level of service experience/standards in project management across the region and ensure the greatest customer satisfaction rating and ultimately, customer retention. Responsible for creating proposals, scheduling, coordinating, and supervising the installation and reconfiguration of Haworth products. Works closely with order fulfillment & logistics managers to ensure customers (internal & external) are kept informed of changes in shipment and installation dates. Responsible for ensuring that order, product, and installation problems are quickly and effectively resolved. Responsible for efficient planning, organizing, & executing project management works with minimal cost effect to the organization without compromising the quality of customer service in completing the projects. Works closely with sales to quote on projects, takes up communication with the Logistics Manager to drive the compilation of competitive quotes, and suggests methods to ensure the GP is safeguarded at all times. Promote Harmony Services and assignments are to increase the GP of a project through variation billing and through consolidation of logistics costs and service jobs to achieve an average GP of 30% wherever possible, support and maintain margins on key projects, retention of strategic accounts, and promote growth in new customer segments. With time, the implementation of a Haworth brand identity to that of a full-service provider. Works diligently in analytical and situational audits of project challenges, engage in intelligent problem solving and efficiently deploys of resources to complete projects in a timely manner. The success of these activities must be evidently scored through the Project-based Customer Satisfaction Surveys with high ratings, as perceived by the customers. Participate actively in Solutions Selling and adopt best practices in these processes Actively communicate and agree with local sales leaders and local customer operations teams on key customer strategies to maximize the value of each account through Harmony Services, including supporting with reports on service performances and any other requirements as deemed necessary by customers pertaining to KPIs. Also, co-ordinate with Sales Leaders/Sales and local Customer Operations teams whenever and wherever support is needed to ensure the strategic project is successfully executed. Job Requirements and Qualifications: A university or technical school degree in design, engineering, architecture, or a similar field of study A minimum of 7-10 years’ work experience in project management Project management experience in the contract office furniture industry/allied industry is preferred Ability to read and interpret blueprints in English. Ability to travel to customer sites within the region as required Demonstrated problem-solving skills Fluent in English High degree of professionalism, integrity, and customer-centric approach. About us Haworth is one of the world's largest manufacturers of office furniture, providing solutions for tomorrow's customers worldwide. At the center of our work is the human being: What does a person need to work, what pushes them, motivate them and what makes people feel comfortable at work? Only if we can answer that question, we are able to introduce designs to our customers that will make them achieve their goals. To stay one step ahead, we invest in our own research, have a worldwide network of interesting partners and are part of think tanks around the world who are trying to think ahead. The family-owned company, headquartered in Holland, Michigan/United States, employs more than 8,000 people and is represented in more than 150 countries in Asia, Europe and America with subsidiaries and partners.
