Company Overview AVL Systems, a division of Carnegie Fabrics, is a leading manufacturer and installer of innovative acoustical ceiling and wall solutions for commercial interiors across the United States. Based in Ocala, Florida, AVL partners with architects, contractors, and designers to deliver high-quality custom solutions for corporate, education, healthcare, hospitality, and public spaces. As part of the Carnegie brand, AVL combines specialized manufacturing expertise with the resources and capabilities of an established leader in sustainable interior materials and solutions. The Client Experience Lead manages the flow of AVL orders from purchase order through production, shipment, and delivery. This role serves as a key connection point between clients, Sales, Project Management, Order Entry, Production, and Shipping. This is an ideal opportunity for someone who can bring structure to a growing environment. This person will not simply follow existing procedures but they will identify gaps, build and document processes, and create consistent workflows. The successful candidate is proactive, highly organized, comfortable with ambiguity, and willing to take ownership of problems from identification through resolution. What You'll Do Client & Order Management Manage orders from purchase order through shipment and delivery. Provide clients, Sales, and Project Managers with accurate status, lead time, production, and delivery updates. Review purchase orders, specifications, Scope of Work, and special requirements for accuracy. Manage holds, allocations, order updates, and required notifications. Maintain accurate order and project information in EchoPro and Mertex. Run weekly open-order reports and drive follow-up on outstanding actions. Production Coordination Monitor production progress against customer need-by dates and commitments. Identify orders at risk and proactively escalate issues. Partner with Production to prioritize work and identify opportunities to improve or pull in ship dates. Coordinate solutions when customer requirements, production capacity, and delivery commitments are not aligned. Process Improvement Identify gaps, inconsistencies, and recurring problems in the order and client experience process. Build and document practical workflows, procedures, checklists, and standards. Establish clear ownership and handoffs between departments. Develop tracking tools and follow-up routines that improve visibility and accountability. Analyze recurring issues, identify root causes, and implement improvements. Help turn informal, person-dependent processes into repeatable and scalable workflows. Payment & Systems Support Support clients and internal teams with payment questions and SnapPay. Identify system and data issues that create downstream problems and recommend improvements. What We're Looking For 3+ years of experience in order management, customer service, sales operations, project coordination, construction administration, manufacturing, or a related field. Experience in commercial construction, manufacturing, architectural products, or specialty interiors preferred. Demonstrated ability to build, improve, or document processes. Strong problem-solving skills and the ability to work independently in an evolving environment. Excellent organization, follow-through, and attention to detail. Strong communication skills and the ability to work effectively across departments. Experience with ERP, CRM, project management, or order management systems. Proficiency with Microsoft Office, Excel, and Google Workspace. Associate degree or equivalent experience preferred. What Will Make You Successful You are someone who doesn't need everything figured out before you can move forward. You can assess a situation, identify what is missing, and create a practical solution. Job Details Monday-Friday, 8:00 AM-5:00 PM Onsite-Ocala, Florida Full-Time, Hourly rate depends on experience and qualifications AVL Systems is committed to providing a professional, collaborative work environment where employees can contribute to the company's continued growth and success.

Pay:

$29.00 - $32.00 per hour

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person