Project Manager

About this role

The Project Manager serves as the account manager and primary point of contact for an assigned book of accounts. This role owns the day-to-day customer relationship and manages orders from purchase order receipt through shipment, invoicing, and ongoing warranty support. The Project Manager maintains a thorough understanding of each account, its customers, active projects, and open orders, and takes responsibility for accurate order processing, proactive communication, and follow-through.

The Project Manager coordinates with internal teams to meet project timelines, maintain reliable order dates, and pursue expedites when needed. Success requires managing multiple accounts, projects, and priorities simultaneously while keeping customers informed and driving outstanding issues to resolution.

Essential Goals and Responsibilities Account Ownership

Serve as the primary contact for all incoming calls and emails from assigned accounts; respond promptly, coordinate internal support, and follow up until requests are resolved.

Build strong relationships with customers, distributors, rep agencies, and sales partners, as applicable. Understand account contacts, communication preferences, ordering requirements, and project expectations.

Maintain working knowledge of all open orders, upcoming deadlines, outstanding issues, and commitments for the assigned book of accounts.

Order Management and Project Timelines

Review purchase orders for accurate product numbers, quantities, pricing, ship-to and bill-to information, and requested delivery dates. Resolve discrepancies and missing information before processing.

Enter and maintain accurate sales orders in the ERP system and provide order confirmations to customers.

Establish and update scheduled ship dates based on customer needs, inventory availability, and confirmed production or purchasing timelines. Keep requested, scheduled, and revised dates accurate and clearly documented.

Regularly review open orders against project milestones and required delivery dates. Identify risks early and coordinate actions to meet timelines.

Actively pursue expedites with Purchasing, Production, and Warehouse teams when required. Track progress, escalate roadblocks, and confirm the outcome with customers.

Coordinate order changes, releases, partial shipments, and delivery scheduling. Communicate delays as soon as they are known, including revised expectations and available options.

Customer Communication and Internal Coordination

Provide proactive order status updates so customers know what is shipping, what remains open, and which items need attention.

Coordinate with Sales, Purchasing, Production, Engineering, Quality Control, Warehouse, and Accounting to resolve questions and keep orders moving.

Answer product and service questions using current company information; involve the appropriate technical resource when needed and remain responsible for customer follow-up.

Maintain complete account records, correspondence, order notes, and action items. Escalate issues with clear details, customer impact, and the action or decision needed.

Invoicing and Warranty Support

Coordinate with Accounting to ensure shipped orders are accurately invoiced and resolve billing discrepancies, missing documentation, and order-related credit questions.

Manage return authorization requests, replacements, and warranty claims for assigned accounts in accordance with company procedures.

Gather the information needed for evaluation, coordinate with Quality Control and other departments, and track returns, replacement orders, and applicable credits through completion.

Keep customers informed of claim status, required next steps, and the final resolution.

Skills and Experience Requirements

Experience in account management, client services, sales support, or order and project coordination; lighting industry experience preferred.

Ability to manage a book of accounts and multiple projects with competing deadlines, frequent interruptions, and changing priorities.

Strong organization, attention to detail, and follow-through; able to prioritize work based on project deadlines and customer impact.

Clear, professional written and verbal communication, including the ability to handle difficult conversations and resolve customer concerns.

Ability to work independently, coordinate across departments, and escalate issues appropriately.

Proficiency with Microsoft Excel, email, and ERP or order management systems; NetSuite experience preferred.

Ability to learn Solais products, pricing, lead times, ordering requirements, and return and warranty procedures.

Performance Expectations Maintain accurate orders and dates, provide timely responses and proactive updates, meet project timelines through consistent monitoring and coordination, and follow billing and warranty issues through resolution. Demonstrate ownership of assigned accounts and commitments without requiring repeated follow-up from customers or management.

General Accountability Support teamwork and continuous improvement across Client Services and other departments. Provide backup coverage as needed and perform other related duties as assigned.