Project Manager - Customer Experience

As a Project Manager on Harbour’s Customer Experience team, you will own the order journey for our trade, contract, and hospitality clients from purchase order through final delivery. You will be the hub of coordination between clients, sales representatives, purchasing, logistics, warehouse, and finance, keeping orders moving accurately and on schedule. A significant part of the role involves managing special orders, made-to-order and custom pieces, and Customer’s Own Material (COM) work, tracking each order against production and shipping milestones to protect the end client’s delivery and installation date. You will define your own structure in a high-volume, ever-changing order environment where priorities shift daily and the processes you build are often the first of their kind.

• Build and send quotes from incoming purchase orders, reflecting current pricing, lead times, and availability, including COM requirements, and issue payment links to advance orders.
• Process purchase orders and manage sales orders in NetSuite with accuracy and thoroughness.
• Coordinate COM orders end to end: communicating yardage requirements, tracking receipt of client-supplied fabric, and confirming materials are matched to the correct order before production.
• Track special and made-to-order pieces against production and shipping milestones, flagging slippage early and working backward from the client’s required delivery or installation date.
• Manage order status from deposit through delivery, proactively communicating updates and delays to clients and sales reps.
• Coordinate with the warehouse, logistics partners, and purchasing on shipping, holds, split shipments, and storage requests.
• Facilitate sit tests, swatch and sample requests, and finish approvals for larger contract projects.
• Handle order changes, refunds, and applied funds, maintaining accurate records throughout.
• Escalate complex or at-risk projects to the Director of Customer Experience or Lead Project Manager as needed.

• 2+ years of order or project management experience in trade, wholesale, contract, or hospitality environments.
• Strong written and verbal communication skills with multiple stakeholders.
• Ability to self-manage a high volume of concurrent orders and competing deadlines without a defined playbook.
• Ability to create and maintain your own organizational systems without relying on established processes.
• Comfortable operating with shifting priorities and limited oversight while keeping nothing from falling through the cracks.
• Proficiency with NetSuite or a similar ERP/order management system.
• A proactive, calm approach to problem-solving and resolving delays.

• Preferred:

• Experience with made-to-order, custom, or COM (Customer’s Own Material) workflows.
• Familiarity with freight, logistics, and delivery coordination.
• Background in Business, Communications, Interior Design, or a related field.