Client Manager

Description

About Henricksen 

Henricksen (Itasca, IL) is a full-service contract furniture dealership specializing in office, healthcare, education, government, senior living, and hospitality spaces. In 1962, Henricksen opened its doors as a small, family-run dealership. Today, Henricksen is a leading national dealership with twelve offices in Illinois, Minnesota, New York, Pennsylvania, Tennessee, Washington, DC, and Wisconsin, 300+ full-time employees, and annual sales of $300+ million. With 300+ manufacturer partnerships, Henricksen offers an array of products from systems furniture, casegoods, seating, lounge, and conference furnishings to architectural solutions including modular walls, flooring, lighting, sound masking, and technology equipment. Henricksen is one of the largest privately-owned dealer partners of HNI in the United States. HNI's furniture brands include Allsteel, Gunlocke, HBF, The HON Company, and Kimball International. 

Job Summary 

This position will be commuting to and working out of our Washington, DC office. The Client Manager will serve as the main support to Account Executive and project team throughout the sales process. They will execute order management requirements for projects as a key collaborator across internal Customer Support team, vendors, and clients. They will act as the central hub that drives overall quality of project delivery, engagement, outcomes, and service. 

Responsibilities: 

• Project Relationship Management. Engage and execute work as directed and in alignment with project role, accountabilities, and core process. Serve as liaison between Account Executive and cross-functional team members (internal and external to the organization). Raise questions proactively to support and escalate issues as necessary. Maintain a comprehensive understanding of customer needs, corporate goals, business practices, and satisfaction/performance criteria. Contribute to overall client relations and ongoing relationships with client personnel and third parties (contractors, A&D firms, etc.).
• Order Entry and Management. Prepare quotes to clients using specification support software with accurate vendor discounts and Account Executive markups applied. Help with product specifications as necessary or in partnership with the Design department. Place orders and maintain status reports. Maintain accountability for required client sign-off verification's. Reconcile manufacturer acknowledgements and vendor invoices. Stay connected with Account Executive, Designer, and Project Manager throughout the quote to order process. Ensure responsible close of sale by obtaining signed sales orders, client purchase orders, deposits, and terms & conditions as required. 
• Logistics and Issue Resolution. Resolve punch-list issues, file freight claims, and place orders for replacement products. Maintain project workbook to ensure ongoing order organization and real-time communication. identify and resolve issues throughout project implementation, ensuring client and organization satisfaction. 
• Customer Service. Provide timely status reports, follow-ups, and responses to customer requests for products, services, and/or information. Work with service departments to develop service contracts for complex services or major projects. Maintain a professional and positive demeanor across situations, clients, and vendors. Communicate with transparency and professionalism across the project team to promote an exceptional client experience. Adapt to project and client needs in alignment with core process and service level expectations. 
• People & Culture Development. Perform work and engage in support of organization culture and expectation. Establish and nurture inclusive relationships with colleagues and within project teams. Maintain accountability for ongoing learning and improvements required to perform job. 

Requirements

Qualifications - Education + Experience 

Required:

• High school diploma or equivalent required 
• Proficient in Microsoft Office365 applications (including MS Word, Excel, and PowerPoint)
• Ability to take direction
• Detail and task-oriented with proven organizational and problem-solving skills 
• Work independently and collaboratively in a fast-paced, deadline-driven, and team environment 
• Strong customer service and interpersonal orientation 
• Strong verbal and written communication skills 
• Strong ability and willingness for continuous learning and professional development

Preferred

• Knowledge working in 20/20 (CAP) Quoting, Team Design, quantum, and AS400 software programs
• Previous experience working in the contract furniture, design, or construction industries 
• Exposure/Experience with bidding and quoting 

Additional Information 

Henricksen offers competitive wages based on skills and experience as well as comprehensive benefits packages. As an Equal Opportunity Employer, Henricksen is fully committed to cultivating an inclusive culture that integrates its Core Values in every action, every interaction, and every decision.