Client Success & Projects Manager

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

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability

401(k)

Paid Time Off

Holidays

Equity awards

Geographic premium

Job summary

MillerKnoll, Inc. is seeking a Client Services Project Manager to coordinate with dealers, design firms, and architectural partners within a defined territory. You will ensure accurate order processing, timely communication, and on-schedule delivery and installation of products.

The role blends customer service excellence with project coordination, collaborating with Engineering, Design, Logistics, and Manufacturing to resolve issues and uphold high service standards.

Qualifications

• 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.

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 requests.
• 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

Customer service

Project coordination

Read blueprints/technical drawings

Account management

Communication and negotiation

Time management

Travel ability

Education

Bachelor's degree preferred

Tools

MS Office

Manufacturing systems

Job description

MillerKnoll, Inc. is seeking a Client Services Project Manager to coordinate with dealers, design firms, and architectural partners within a defined territory. You will ensure accurate order processing, timely communication, and on-schedule delivery and installation of products.

The role blends customer service excellence with project coordination, collaborating with Engineering, Design, Logistics, and Manufacturing to resolve issues and uphold high service standards.