Client Relationship Manager

About the Company

Founded in 2006, Vode Lighting is a privately held, rapidly growing architectural lighting manufacturer of specification-grade linear LED products. Vode is a design leader in an industry that is undergoing extraordinary change. The convergence of energy initiatives, elevated awareness of design, and staggering technological innovation make working in the lighting and controls segment of the construction industry a very dynamic experience.

Our business is predicated on helping designers realize their vision for the built environment while being mindful of the Earth’s environment. From these considerations, we engineer lighting solutions that are at once beautiful and practical, elegant and efficient, enhancing public, commercial, and educational interior spaces.

For 19 years, Vode has been quietly building a world-class design and manufacturing organization based on innovation and service. We are customer-oriented. The market has responded. Business is good. We are having fun. And there is still a lot to do…

About the Role

The Client Relations Manager (CRM) is the primary customer contact and project manager for all revenue-generating activities and job-related activities. This is not a sales function - rather, the goal of this position is to maximize customer experience through the success of projects by gathering and disseminating all necessary information, managing customer expectations about what Vode can and cannot deliver (if we can’t deliver something, we need to provide alternative solutions). CRM's are able to demonstrate the ability to establish, build, and maintain positive business relationships, both internally and externally. Vode's CRM's are responsible for supporting clients with a high-level overview of the following, but are not limited to: order configuration, order processing and status updates, ensuring delivery requirements and deadlines are met, and self-sufficiently liaising to provide technical support as needed. CRM's handles orders of all sizes, each of them requiring attention to client requirements with a sense of urgency and a dedication to providing the industry's highest level of service. The CRM must be able to effectively communicate and liaise across multiple teams and departments, manage and track multiple ongoing projects, think critically, show creativity in solving problems and anticipating the market's needs, and represent Vode in exceeding customer expectations. You believe that accuracy and attention to detail are important. You can connect the dots and understand what the client is trying to convey when communicating details about potential and guaranteed projects. You will work with a diverse team in an environment that is not consistent or predictable as it relates to future activity. You are flexible to change and understand that every day will be a new challenge. You will know you're a match to this position if you have interpersonal and organizational skills, are a self-starter, results-driven, and can provide quick, accurate, comprehensive information and data to drive actions and resolution within Vode.

Responsibilities

Manage communication and remote relationships through phone and email correspondence.

Ensure timely and accurate communication with all project stakeholders.

Provide technical support to general contractors, electrical contractors, and Vode clients.

Support Agents in providing recommendations on options for product and installation solutions in partnership with the Regional Sales Manager.

Liaise and communicate across departments, in the best interest of Vode company performance, brand, relationships, and Agent needs.

Support in the documentation, communication, and negotiation of pricing and markup modifications.

Reconcile and verify data and information across all project and job documentation.

Resolve issues related to pending and held orders, as they relate to missing or incomplete information.

Provide internal communication and guidance to meet construction occupancy and product installation dates.

Assist with new agent onboarding, training, and support with the help of the Regional Sales Manager.

Partner with and support outside sales teams by communicating project and job status, responding to and escalating needs and inquiries in the market, following up on open and pending needs, and massaging relationships.

Participate in client conference calls, reviewing project status and action plans.

Collaborate with internal accounting, purchasing, sales, and warehouse teams.

Educate yourself about lighting on a continual basis, both collaboratively and independently.

Potential to visit jobsites, the Vode factory, and clients.

Other projects and tasks as assigned.

Qualifications

High school diploma or equivalent. An associate's degree or some continued education is desirable, but not required. Three (3) to five (5) years of experience in customer service, inside sales, or client relations required. Customer service experience within the lighting, electric, construction, or manufacturing environments is highly desirable, but not required. Training will be provided on internal Vode processes, systems, and product information as required for this position. Must be able to present well as a primary outward-facing resource and point of contact, including engaging over the phone and in-person with diverse and multi-dimensional groups. Must be detail-oriented and organized, with a strong sense of urgency as it relates to communication and problem resolution. Requires functional written and verbal communication skills with the ability to resonate over the phone and via email. Must be systems-savvy to work across multiple databases simultaneously and concurrently. Must have proficient operating skills related to phone and email systems, spreadsheets, calendars, and Microsoft/Google products. Must be flexible, willing, and able to operate in a fast-paced, dynamic, creative, and open environment. Must possess the ability to learn, read, and understand architectural drawings and technical documentation.

Required Skills

Ability to establish, build, and maintain positive business relationships.

Effective communication and liaison across multiple teams and departments.

Manage and track multiple ongoing projects.

Think critically and show creativity in problem-solving.

Represent the company in exceeding customer expectations.

Preferred Skills

Experience in customer service, inside sales, or client relations within the lighting, electric, construction, or manufacturing environments.

Proficient in operating phone and email systems, spreadsheets, calendars, and Microsoft/Google products.

Ability to learn, read, and understand architectural drawings and technical documentation.

Pay range and compensation package

Total rewards to include base salary, incentive plan, and employee benefit plan program (medical, dental, vision, life insurance, vacation time, sick time, 401K with employer matching).

Equal Opportunity Statement

Vode Lighting, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, genetic information, sexual orientation, or protected veteran status, and will not be discriminated against based on disability or any other characteristic protected by applicable federal, state, or local law.