Now Hiring - HMI Glass - Project Specialist - Hospitality in Louisville, KY

Full description of the position

Job Summary: The Contract Project Specialist supports the full contract sales cycle--from initial contact to delivery coordination, ensuring accurate quotes, seamless order processing, and excellent customer service. This role serves as a key link between customers, outside sales, and internal teams including production and supply chain. Success in this role requires strong organization, proactive communication, and the ability to manage multiple projects while delivering high levels of customer satisfaction ESSENTIAL DUTIES AND RESPONSIBILITIES Customer Communication & Order Processing * Communicates scope, pricing, and lead times clearly. * Handles customer calls, quotes, and order entry with accuracy and timeliness. * Coordinates with sales, supply chain, production, and logistics to ensure on-time delivery. Customer Service & Issue Resolution * Provides responsive, professional support across sales, technical, and account issues. * Resolves escalated customer situations with diplomacy and sound judgment. * Respond promptly to calls and emails, ensuring customer satisfaction and retention. Cross-Department Collaboration & Reporting * Partners with other departments and manufacturing centers nationwide to meet customer needs. * Shares critical customer interactions (complaints, opportunities) with outside sales and logs in Salesforce. Sales Support, Outreach & Growth * Proactively follows up on pending quotes and open opportunities as needed, supporting Contract Division Project Coordinator. * Conducts proactive outreach to customers and prospects to strengthen relationships and generate new business. * Cross-sells related products (consumables, coatings, etc.) to improve profitability. * Works to achieve division goals and established service levels. Compliance & Other Duties * Adheres to company safety and compliance standards. * Performs additional responsibilities as assigned. Required Skills & Abilities * Self-motivated, organized, and able to work independently with integrity. * Strong oral and written communication; excellent customer service and relationship-building skills. * Proven ability to manage multiple projects from initiation through completion in a fast-paced environment. * Detail-oriented with the ability to prioritize, multitask, and meet deadlines. * Proficient in Microsoft Office (Excel, Outlook, Word) and Adobe Acrobat; CRM experience (HubSpot preferred). * Comfortable with measurements, fractions, and mechanical concepts; strong analytical aptitude. * Collaborative team player with a positive, solutions-oriented attitude. Work Environment Office setting with standard climate control. Education Bachelor's degree preferred, or equivalent relevant work experience. Experience 3-5 years of customer service or account management experience. Experience in glass, construction, or building products preferred. Background in high-volume customer support or project management/estimating a plus.