Client Success Coordinator

Tectonics is based in Auburn Hills, MI, and operates production facilities in Auburn Hills and Las Vegas. We have three business units that all exemplify excellence in digital print technology: print-on-demand (B2B); exhibit and retail (B2B); direct to consumer (DTC).

• Print-on-demand: our partners sell DTC across a variety of personalized apparel, home décor and packaging websites. We perform the entire operations value chain from order ingestion to consumer fulfillment for print-cut-sew and other products. We specialize in mass personalization of manufacture-to-fulfillment products – with zero inventory – and also provide product development & fashion design capabilities in-house.
• Exhibit and retail: we design and manufacture visual communication experiences for tradeshows, brick-and-mortar stores and a variety of other venues requiring visual signage, graphics and display structures. We employ digital manufacturing methods across aluminum extrusion profiles; tubing; dye sublimation; and 3D printed parts. Products are typically custom designs, along with a family of parametric structures.
• Direct to consumer: we operate our own DTC eCommerce brands and online storefronts. our production model is low- to no-inventory and is manufacture-to-fulfillment. Products span a variety of consumer and home décor categories. Additional stealth home décor brand scheduled to launch in FY21.

We are a fast-growing, high-technology and innovative company that is entrepreneurial in nature. We are looking for motivated, hard-working, and reliable individuals who are eager to learn and create quality products for our customers.

Position Overview

The Client Success Coordinator (CSC) will work directly with Tectonics internal departments in the support and growth of our customer base. Reporting to the Vice-President of Corporate Sales, the CSC will coordinate with the sales team to interpret and input client quote requests into the Tectonics order entry system in a consistent and organized manner.

Essential Job Functions

· Provide high level of internal support to Account Management and Business Development teams enabling them to effectively service the Tectonics customer base and grow sales.

· Willingness to learn Tectonics product, process and client expectations while at the same time helping to improve processes and procedures within the department.

· Utilize strong communication skills and attention to detail to efficiently and consistently input quotes and orders with 100% accuracy.

· Coordinate with Account Management, Engineering, Prepress and Estimating teams to ensure operational efficiencies and service levels meet and exceed customer expectations.

· Stays current with Tectonics capabilities and self-educates when needed.

• Communicates client’s needs, trends in industry and other competitive advantage information to Tectonics.

· Preform other duties, as requested.

How Client Success Coordinators Are Evaluated

· Ability to meet the responsibilities, essential job functions and qualification of the position.

· Ability to meet the needs of their assigned customer(s).

· Quality of their work and knowledge of our business.

· Customer satisfaction and retention.

· Consistently acting with integrity and in the best interests of Tectonics at all times.

· This is an “up or out” position. You will be expected to learn the business, work with increasing independence and demonstrate the ability for promotion within two years.

Qualifications

· Strong written and oral communication skills.

· Ability to understand and interpret technical & construction drawings.

· Strong organizational and time management skills.

· Ability to multi-task various projects with high level of detail in a fast-paced environment.

· Critical thinking and problem-solving skills.

· Strong problem-solving skills and the ability to work with internal and external personnel to meet client requirements.

· Be accountable and dependable to internal and external personnel.

· Proficiency using Microsoft Office Suite: Word, Excel, PowerPoint, Outlook.

Education and Experience

· 1+ years Customer Service experience.

· Experience with large format digital printing, custom manufacturing of displays or other visual products, and/or related manufacturing or client experience.

· Bachelor’s Degree or equivalent experience, preferred.

Work Conditions

· Ability to work irregular hours may be required to meet project deadlines.

· Office setting, business casual dress code