Client Experience Associate II

We are Porter, a progressive venture from the One Workplace family headquartered in Seattle, Washington. We’re here to create thoughtful human-centered spaces that foster meaningful relationships through collaborative design so that employees can work their best. We’ve worked with leading global and local companies to transform and design spaces to promote productivity and creativity. We are driven by radical hospitality, the act of going beyond what is required to add sincerity and integrity to all our work.

Porter is committed to the development of empathetic leaders, diversification of talent and increased representation at every level of our business. We believe in cultivating a culture of inclusion and are dedicated to building and retaining teams through removing unnecessary barriers to employment and providing opportunities for career growth. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

Compensation range: $70,000-$80,000/year, Porter Bonus

Benefits:

• 15 days of PTO
• 8 Paid holidays
• Medical/Dental/Vision Insurance
• 401k + Employer Match
• Wellness App with reimbursement of up to $500/year
• Profit Sharing

POSITION OVERVIEW

The Senior Client Experience Associate will work with the Client Experience Manager to assist with project execution from kickoff to closeout, generally on large, complex projects.  Additional functions of this role include working with the Client Experience Associate Manager on process improvement and documentation, training and mentoring, and complex problem solving.

ESSENTIAL FUNCTIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Order Management

• Utilize our ordering system in creating sales quotes and converting to sales orders with exceptional accuracy
• Lead coordination efforts on projects from beginning to end on large, multi-phase, complex projects.
• Use and improve enterprise programs and templates to further the furniture process, including budget development, data analysis, task tracking, file sharing, and corresponding with key members of the team such as designers, clients, contractors, etc.
• Interact directly with customers when appropriate.
• Manage invoicing in accordance with company/client terms.  95%+ CRD accuracy and ship-to-invoice timeliness
• Manage small-to-medium projects without any CEM support.
• Act as coordinator on projects of any size or complexity.
• Foster relationships with project stakeholders, including clients, client representatives, and manufacturing representatives.
• Proactively identify project risks and work with project team on solutions and contingency plans.

Leadership

• Act as Porter CEA liaison in shared services meetings and process reviews.
• Assist CEA peers in getting orders through audit, reviewing project financials, and sleuthing complex order issues to close out projects
• Assist with overall company financials, revenue, and invoice tracking and analysis.
• Train other coordinators on all facets of the CEA process.
• Work closely with CEA manager with process documentation.
• Field questions from any OWP employee to solve complex, nuanced problems.

KNOWLEDGE, SKILLS, & ABILITIES

• Ability to provide exceptional customer service, organizational, and time management skills
• The individual possesses self-motivation; resourcefulness; positive and professional attitude
• Ability to function in team environment
• Ability to proactively identify risks and problems and resolve them 
• Mastery of Hedberg required.
• Mastery of the OWP model and internal shared service processes, while able to also identify ways to improve the process.  Always looking to challenge the status quo to create efficiencies
• Critical contributor to team effort by working closely with CEM to serve diverse and sometimes difficult and demanding clients. This person will face unexpected problems and deadlines as well as numerous interruptions.   
• Ability to work independently  with little to no direction
• Collaborate in diverse teams to foster productive outcomes.