Client Services Project Manager

Knoll Inc.; Buffalo (NY); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Paid Time Off

Job summary

The Client Services Project Manager at MillerKnoll serves as the primary liaison to dealers, design firms, and architectural partners, supporting a designated territorial region and key accounts. You will ensure accurate order processing, timely communication, adherence to timelines, and successful delivery and installation of products.

You will work cross-functionally with Engineering, Design, Logistics, and Manufacturing to resolve issues, advocate for customers, and maintain high service

Qualifications

• Bachelor’s degree in design or project management preferred, or equivalent experience.
• 3–5 years in customer service, project management, sales, or related role; manufacturing or service industry preferred.
• Ability to read and interpret blueprints, technical drawings, and engineering documentation.
• Geiger/MK brand knowledge preferred.

Responsibilities

• Provide comprehensive customer service for product inquiries, pricing, lead times, service parts, order procedures, and samples.
• Determine causes and resolutions for warranty issues and serve as the point person for future warranty needs.
• Provide order status updates and support requests to expedite, delay, modify, or cancel orders.
• Coordinate and fulfill Quick Ship orders in partnership with Logistics and Manufacturing.
• Process service authorizations, invoices, and determine responsibility for internal charges.
• Offer installation guidance and coordinate site deliveries.
• Act as the central liaison between internal teams and external clients to define, communicate, and maintain project scope, timelines, and expectations.
• Provide dealer/client with engineering shop drawings for accuracy and approval prior to fabrication.
• Ensure all revisions or redline changes are captured, documented, and issued as change orders when applicable.
• Assist in prioritizing Drafting and Engineering schedules.
• Request and submit material samples as needed for customer approval.
• Conduct regular project status reviews with internal teams and advise customers of any changes, risks, or required adjustments.
• Confirm jobsite readiness and coordinate installation with dealers or contracted installation companies.
• Coordinate shipping requirements with the shipping department.
• Address punch‑list items and support resolution to completion.
• Serve as the customer advocate within the organization, escalating and tracking issues until resolved.
• Notify internal stakeholders when production or schedule delays occur and maintain visibility of customer ship dates across all teams.
• Maintain positive working relationships in a demanding environment with customers, co‑workers, and cross‑functional partners.
• Perform additional duties as assigned to meet business objectives.

Skills

Customer service

Project coordination

Communication skills

Time management

Education

Bachelor’s degree in design or project management

Tools

MS Office

ERP systems

Engineering software

Job description

Why join us?

Why join us? Knoll uses modern design to connect people to their work, their lives, and their world. Since 1938, we have been recognized internationally for creating workplace and residential furnishings that inspire, evolve, and endure. Our purpose is design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of Knoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Knoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

Position Summary

The Client Services Project Manager serves as a primary liaison to dealers, design firms, and architectural partners while supporting a designated territorial region and key accounts. This role combines customer service excellence with project coordination responsibilities, ensuring accurate order processing, timely communication, adherence to project timelines, and successful delivery and installation of products. The PM works cross‑functionally with internal teams including Engineering, Design, Logistics, and Manufacturing to resolve issues, advocate for customer needs, and maintain high service standards.

Essential Functions & Key Responsibilities

• Provide comprehensive customer service assistance for all inquiries related to products, pricing discrepancies, lead times, service parts availability, order placement procedures, and sample/literature request
• Determine causes and resolutions for warranty issues and serve as the point person for all future warranty needs.
• Provide order status updates and support requests to expedite, delay, modify, or cancel orders.
• Coordinate and fulfill Quick Ship orders in partnership with Logistics and Manufacturing.
• Process service authorizations, invoices, and determine responsibility for internal charges.
• Offer installation guidance and coordinate site deliveries.
• Act as the central liaison between internal teams and external clients to define, communicate, and maintain project scope, timelines, and expectations.
• Provide dealer/client with engineering shop drawings for accuracy and approval prior to fabrication.
• Ensure all revisions or redline changes are properly captured, documented, and issued as change orders when applicable.
• Assist in prioritizing Drafting and Engineering schedules.
• Request and submit material samples as needed for customer approval.
• Conduct regular project status reviews with internal teams and advise customers of any changes, risks, or required adjustments.
• Confirm jobsite readiness and coordinate installation with dealers or contracted installation companies.
• Coordinate shipping requirements with the shipping department.
• Address punch‑list items and support resolution to completion.
• Serve as the customer advocate within the organization, escalating and tracking issues until resolved.
• Notify internal stakeholders when production or schedule delays occur and maintain visibility of customer ship dates across all teams.
• Maintain positive working relationships in a demanding environment with customers, co‑workers, and cross‑functional partners.
• Perform additional duties as assigned to meet business objectives.

Skills and Abilities

Bachelor’s degree in design or project management preferred, or equivalent experience.

3–5 years of experience in customer service, project management, sales, or a commercial customer‑facing role; manufacturing or service industry experience strongly preferred.

Ability to read and interpret blueprints, technical drawings, and engineering documentation.

Expert knowledge of products, processes, and technologies to support customer needs; Geiger/MK family of brands knowledge preferred.

Strong account management, workload planning, and time‑management skills; ability to work additional hours and travel as needed.

Demonstrated ability to work with manufacturing business systems, technology platforms, and new software tools.

Excellent communication skills including verbal, written, negotiation, listening, conflict resolution, and professional presentation.

Proven ability to create, negotiate, and implement solutions to customer or project challenges.

Ability to positively adapt to change and integrate new processes and procedures.

Demonstrated ability to maintain strong working relationships across cross‑functional teams.

Proficiency with office automation and communication tools used within the MK environment.

Must be able to perform all essential functions with or without reasonable accommodation.

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities.

Knoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work.

We’re committed to equal opportunity employment, including veterans and people with disabilities.

Compensation range for this role is $70,000.00 - $75,000.00.

• Medical
• Prescription Drug
• Dental
• Vision
• Health Savings Account
• Dependent Day Care Savings Account
• Life Insurance
• Disability and Other Insurance Plans
• Paid Time Off (including Vacation and Parental Leave)
• Holidays
• 401(k)
• Short/Long Term Disability
• in addition to other special perks reserved for our associates.

This organization participates in E-Verify Employment Eligibility Verification.

In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities.

We frequently post new opportunities and encourage prospective candidates to check back often for new postings.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at [e-mail].

MillerKnoll is a collective of design brands coming together to remake modern for the 21st century.

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Want to be part of a team that’s making a positive impact? From creating spaces that help people live and work better to lifting our local and global communities, MillerKnoll is working hard to make a difference. Join us as we design a more equitable, sustainable, and beautiful future together.