Customer Service Project Coordinator

About LockNet

At LockNet, we are all about doors and locks. We are passionate about keeping people safe and secure by simplifying and providing door and lock solutions.

LockNet is a single-source provider of doors, door hardware, locking systems, keying systems, safe systems, and other related security and locksmithing services. LockNet provides customized programs to fit client's needs, with a single point of contact for New Construction, Facilities Maintenance, Loss Prevention, and Electromechanical Solutions. On the service side, LockNet provides locksmith services to retail, restaurant, healthcare, and banking chains nationwide. With access to well over 8,500 skilled technicians across North America, LockNet can provide service to any location quickly. On the supply side, LockNet offers doors, frames, and hardware to chain accounts. LockNet will work with the corporate office and general contractors to ensure competitive pricing on quality products designed for high-traffic location.

What Sets LockNet Apart as an Employer?

• LockNet has been deemed a winner in Kentucky's Best Places to Work for the past two years in a row! We appreciate our people and put intentional focus on maintaining a great culture as we grow.
• Great benefits and perks (options for 100% paid health, vision and life insurance for employee, dental, and other supplemental options, annual profit sharing, paid EAP for whole family, competitive PTO, 401K with employer match, etc.)
• Autonomy and ability to impact
• Industry leader and trendsetter
• High-growth with vision
• Adaptive to change
• Nimble and fast-paced
• Technology driven
• Open to new ideas and everyone has a voice
• Open and transparent culture
• Family values, and family oriented
• Great people with close relationships
• Low turnover rate
• Family-oriented business

Service Project Coordinator Qualifications

LockNet is seeking a high-energy Project Coordinator in our dynamic Service Department. As a Project Coordinator, you would impact the company by managing customer accounts that have a project focus including quoting, reporting, monitoring, ordering, and scheduling the install of parts, and resolving technical and billing issues.

Essential Duties and Responsibilities

• Providing detailed instructions to technicians to survey customer locations.
• Organizing survey information into data sets to provide quotes to customers.
• Quoting detailed and specific hardware and installations to the end customer when applicable.
• Researching hardware needs for customers and customer orders.
• Inputting and processing customer orders for products and installation via phone and email.
• Analyzing customer inquiries to determine appropriate scheduling for production and shipping.
• Resolving production scheduling, shipping, or invoicing problems.
• Organizing orders to enable projects to be completed in an efficient and timely manner by technicians at the customer locations.
• Reviewing and editing orders received for pricing, shipping dates, anticipated delays, and any additional information requested by the customer.
• Following up on orders to ensure delivery by specified dates.
• Following up with technicians to ensure that all installed material is correct and documented through detailed pictures.
• Strategically and tactically working with onsite technicians to ensure most appropriate solutions given customer needs, applicable regulations and scope of work.
• Successfully designing, managing, and completing projects to customer and company dictated cost and time constraints.
• Receiving, understanding, and addressing customer concerns, consulting with production, shipping, warehouse departments or freight carriers to expedite or trace missing or delayed shipments.
• Compiling statistics and preparing various reports for management.
• Resolving technical matters internally and externally via phone or email.
• Performing other duties as assigned.

Standards of Performance

• Effectively and efficiently resolve customer concerns and technical matters.
• Demonstrating strong organizational skills through prioritizing and taking care of multiple priorities.
• Consistently tracking the progress of all projects using internal task tracking software.
• Continuously providing updated project status reports to key internal and customer constituents.
• Using good judgment and making decisions independently.
• Demonstrating strong interpersonal, oral, and written skills to effectively communicate both internally and externally.
• Exhibiting discretion and trust with confidential material.

Minimum Qualifications (Knowledge, Skills, and Abilities)

The minimum qualifications required:

• Strong computer knowledge with the ability to navigate multiple software programs.
• Working knowledge of Microsoft Excel, Word, PowerPoint, and Outlook.
• Strong Project Management and coordination skills.
• Technical experience reading and understanding blueprints preferred but not required.
• Ability to research, understand and apply regulatory codes.
• Excellent communication skills with the ability to speak professionally, clearly, and concisely.
• Bachelor's Degree preferred but not required.
• 1-3 years of customer service experience with a background in scheduling; locks and hardware, or construction preferred but not required.