The Customer Project Coordinator (CPC) is the primary point-person, and serves as the liaison between, internal departments (sales, planning, estimating, production) and customers to ensure delivery of print projects on time, within budget, and according to job specifications. To achieve these important goals, the CPC coordinates project requirements, acquires project resources and monitors the project team’s progress until the project has been successfully delivered. Efficient delivery of project deliverables, effective quality control, clear communication of expectations to stakeholders, and upward reporting to senior management are critical tasks that must be performed throughout each projects lifecycle.
Friesens offers a Comprehensive Benefit Package, Employee Ownership and Profit Sharing.
• Post-secondary education in Business Administration and/or Project Management or a Certificate in Management (CIM).
• A minimum of 2 years of direct work experience in a customer facing administration position and/or project management;
• Demonstrated success in project delivery and execution of project management methods.
• Intuitive grasp of organizational structure in order to manage cross-departmental resource allocation.
• Highly effective negotiation, diplomatic, and conflict resolutions skills.
• Able to communicate professionally in a culturally diverse fast paced work environment.
• Effective verbal and written communication in the English language.
• Familiar with databases and CRM systems.
• Strong problem identification and problem resolution skills.
• Able to build and maintain lasting relationships with business units, corporate departments, key managers, and other stakeholders.
• Flexibility to adjust to shifting priorities and deadlines.
• Persuasive and motivating.
• Strong organizational skills with attention to detail.
• Ability to work independently and with minimum supervision.
• Ability to multitask.
• Above average math skills.
• Above average conceptual abilities: ability to visualize implications of production procedures.
• Computer skills, including word processing, spreadsheets, and database software
• Strong work ethic and positive team attitude.
• Some knowledge of Book Manufacturing would be an asset.
Job Duties & Responsibilities:
• Manage the entire lifecycle of each assigned book project portfolio, ranging from strategic planning initiatives to tactical activities.
• Manage project activities throughout lifecycle, including the allocation of adequate resources, scheduling, documentation, budget, and other factors necessary for success.
• Monitor territory activity and job status to keep projects moving smoothly from customer to final production.
• Pro-actively work with customers and sales personnel to navigate through issues (i.e., files on-hold, proofs outstanding, and submission dates not met).
• Plan project timelines, milestones, deliverables, and micro-deliverables using the appropriate software tools and/or methods. Enter order specifications, shipping instructions and enter/update customer profiles.
• Monitor and, when needed, guide the work team (account manager, planner, estimator, production scheduler and production) throughout their efforts to produce deliverables according to specification.
• Establish and deliver mechanisms for tracking project progress and reporting to stakeholders via a formal communications plan (e-mail, telephone, or in person communication depending on the situation). This includes, but is not limited to:
o Interpreting customer instructions;
o Ensuring customer information is accurate and viable;
o Communicating closely with the planners to ensure accurate information is used to produce an order;
o Keeping the Customer Services Manager informed of any potential problem areas, ensuring work flows into and in production are on schedule;
o Answering questions from production, customers and sales personnel as required regarding deliveries, deadlines, or technical information required related to the book project.
• Identify and resolve any resource allocation discrepancies.
• Adhere to established methodologies for project management.
• Report on project progress as needed (formal and informal).
• Track all project costs to ensure completion within budget.
• Identify and resolve conflicts with customers and within the project team; creating contingency plans to mitigate risk.
• Record quality concerns on appropriate reports and forwarding the same to production for follow-through. Ensure sales personnel and customers are informed of the response.
• Manage project dependencies.
• Conduct project post mortems in order to identify areas for improvement; make recommendations based on findings.
• Conduct tours for customers or potential customers as required;
• Take ownership of customer work when it enters the plant. Ensure the book project runs smoothly and according to schedule;
• Provide exceptional, courteous and reliable customer service to customers and internal staff.
• General office duties as required.
• Overtime as required.
• Able to attend and conduct presentations/meetings.
• Some lifting and moving of books required (cartons weighing up to 50 pounds).
• Some exposure to elements such as noise, dust, inks and glues.
• Manual dexterity required to use desktop computer and peripherals;
• Travel to pick up customers from either the Winnipeg or Grand Forks airports required;
• Some travel to meet with customers/sales personnel is required.
Deadline for submission of resumes/cover letters is October 9, 2018. Incomplete resumes/cover letters will be disqualified.
Job type: Full-time