Customer Projects Specialist

This is an in-office role (not remote).   Are you ready for an incredible opportunity with an amazing company? Then this opportunity may have been woven just for you! Valley Forge Fabrics is on the lookout for a Customer Project Specialist (Textiles, renovations, constructions, hospitality projects) to join our first-class team.

Valley Forge Fabrics, maker of the world’s most innovative textiles and design solutions for the hospitality industry, just celebrated 43 years in business as the industry leader. Family values focus on technology, innovation, people, customers, community and environment are the foundation of the Company’s success. Our highly regarded reputation is known industry-wide by the world’s leading hospitality brands, designers, and purchasing agents.

The Company’s diverse workforce of Designers, Producers, Dreamers, and Fabric Professionals come from across the globe and around the corner all with the innate passion and spirited self-motivation which creates quite an extraordinary team. Every person at Valley Forge Fabrics is empowered to deliver on the dreams of the most discerning customers with the knowledge, speed, precision, and personal attention that is a fundamental part of the Company’s DNA. We are Headquartered in palm tree-lined Fort Lauderdale, but our reach into the design industry is global with a clear mission to “Impact the Happiness of Travelers.”

Job Summary

This position is primarily responsible for going above and beyond to delight Valley Forge’s customers and create Raving Fans. Monitor the entire order life cycle helping to ensure satisfaction and on-time delivery by performing the following duties. This is not a call center type of job, this job mixes Project Coordination and follow-up with excellent customer service on the phone, by email or using available technology to connect.

The day to day

• Builds confidence and trust with internal and external customers by proactively communicating information and facilitating customer requirements for on-time delivery resulting in repeat business.
• Builds strong and long-lasting relationships with internal and external customers.
• Takes on the role of being the first and main contact for your customer’s orders from beginning to end.
• Monitors the entire life cycle of the customer order to ensure on-time delivery.
• Establishes customer expectations and addresses any questions regarding technical specifications, pricing, shipping instructions, or legal documentation (tax forms or terms and conditions for example).
• Reviews orders for accuracy of technical content, tagging information, and shipping information.
• Sends consistent and proactive order status updates as per the customer requirement.
• Expedites orders at the customer’s request by working with our Expediting Team, Mills, Finishers, and Warehouses.
• Liaison between Project Management, Accounting, and expediting teams.
• Responds to all internal and external customer requests within team SLA.
• Provides order status, paperwork necessities, shipment discrepancies, cancellations, possible field issues, freight quotes as needed by customer.
• Develops solutions on how to approach the customer when there is a delay, shortage, or technical issue.
• Holds bi-weekly order review meetings with team to discuss late and urgent orders.
• Handles China to China shipments by corresponding with Valley Forge Fabrics China until shipment is delivered and subsequently processes billing.
• Answers customer calls as needed.  
• Operates a computer and other office productivity machinery.
• Works closely with Customer Care Manager to build upon Valley Forge Fabrics' legacy of providing consistently delightful customer experiences.
• Performs other related responsibilities as assigned

Qualifications

• Bachelor's degree (B.A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• 5+ years of customer service and project experience is required. This experience must include working with projects and customers, ensuring information and satisfaction during the project cycle.
• 2+ years of Logistics/Supply Chain experience is strongly preferred.
• Experience working with Syspro ERP or Microsoft Dynamics AX is strongly preferred.
• Position requires analytical, fast-paced, multi-tasking individual who can manage heavy email and phone correspondence for very important customers with large-scale textile project orders.
• Must be organized, efficient, and able to maneuver easily with new technologies.
• Must be able to exchange accurate information in all situations.

The culture at Valley Forge is all about our employees and our community. During our most recent annual Give Back Day we packaged over 100,000 meals for Feeding Children Everywhere, and we love to celebrate things like our annual Valley Forge Spirit Week (everyone loves pajama day!), and “Friendsgiving” each November. In our fabulous 80,000 square foot facility, complete with a gym, yoga studio, and slide! We are all about working hard and playing hard.

We are a fast-paced and energized group of people who share a purpose for creating a uniquely beautiful world. We invest our time and resources into each other, our local community, having fun, and getting things done. So go ahead and just click that apply button, we can’t wait to meet you!

AAP/EEO Statement:

Valley Forge is an Equal Opportunity Employer qualify applicants will receive consideration for employment without regard to race, creed, color, sex, gender identity, religion, alienage, national origin, ancestry, citizenship status, sexual orientation, genetic information, disability, or protected veteran status, arrest record, or any other characteristic protected by applicable federal, state or local laws.