Role OverviewAs a Project Manager supporting sales & customer service, you will be a key member of the Baxter Mill sales team, bridging our heritage-rich design archive with our customers—designers, architects, creative professionals, and retailers.This role carries direct project management and customer service responsibility, ensuring that every client engagement — from inquiry through project close-out — is executed seamlessly and exceeds expectations. You will monitor, execute, and close out projects while serving as a trusted point of contact for customers and internal teams.Additionally, you will support the vetting and launch of new products and substrates, ensuring new offerings meet quality, commercial, and operational standards before entering the market.This position requires strong cross-functional coordination, proactive communication, deadline ownership, and the ability to pivot quickly in a fast-moving creative and production environment.Key ResponsibilitiesProject Management & Execution (Primary Emphasis)Own projects from initial client inquiry through final delivery and close-out.Monitor all active projects to ensure milestones are met and timelines remain on track.Execute and coordinate all project phases including quoting, sampling, production coordination, and fulfillment.Close out projects thoroughly, ensuring client satisfaction and identifying opportunities for repeat or expanded business.Serve as liaison between the archive, creative services, sales team, finance and plant/production.Work closely with internal and external sales teams and independent representatives to ensure projects are properly scoped, executed, and delivered on time.Proactively manage deadlines and communicate updates across stakeholders.Provide accurate and timely customer quotations.Anticipate and mitigate potential issues before they impact delivery.Demonstrate flexibility and the ability to switch priorities quickly as business needs evolve. Customer Service & Client ExperienceServe as a primary point of contact for customer inquiries, order status updates, and issue resolution.Provide clear, proactive communication to clients regarding timelines, production updates, and delivery expectations.Manage and resolve customer concerns professionally and efficiently, ensuring a positive experience.Partner with fulfillment and production teams to address service-related issues.Maintain high standards of responsiveness, professionalism, and attention to detail.Identify opportunities to improve customer experience processes. Sales Support & Account ManagementMaintain and grow existing customer accounts, driving repeat orders and long-term partnerships.Help coordinate product samples, proposals, and pricing.Collaborate with creative/design teams to tailor offerings to client needs (custom colorways, modifications, scale adjustments).Track and analyze sales pipeline, forecasting, and KPIs.Merchandising, Product Development & New Product VettingPartner with the VP of Sales & Merchandising to develop and curate collections using archive designs.Assist in translating archive designs into market-ready product assortments (fabric substrates, repeats, colorways).Support the vetting of new substrates and products by coordinating testing, quality evaluation, pricing review, and commercial viability assessment.Work cross-functionally with sourcing, production, and design teams to ensure new products meet performance, margin, and brand standards.Help manage the launch process for approved new products, including internal communication and merchandising rollout.Maintain sample libraries, swatches, books, and physical assets. Operational & Administrative ResponsibilitiesProcess orders and coordinate with fulfillment teams.Maintain CRM data accuracy (contacts, opportunities, order status).Prepare sales reports and performance summaries.Support cross-functional alignment between design, production, and commercial priorities. QualificationsEducation: Bachelor’s degree in Business, Marketing, Textile Design, Interior Design, or related field preferred.Experience: 2–4 years in sales, merchandising, customer service, account management, or project management—ideally in textiles, home décor, or a design-driven business.Core Competencies:Strong project management and organizational skills.Excellent customer service orientation and communication skills.Ability to manage multiple concurrent projects and deadlines.Problem-solving mindset with proactive mitigation abilities.Comfort working cross-functionally with design, production, sourcing, and sales.Ability to pivot quickly and remain composed in a fast-paced environment.Technical Skills:CRM systems (HubSpot, Salesforce, etc.)Microsoft Office (Excel, PowerPoint)Familiarity with design files/CAD a plusSuccess Metrics / KPIsOn-time project delivery rateCustomer satisfaction and repeat order rateAccuracy and turnaround time on quotationsResolution time for customer service inquiriesSuccessful vetting and launch of new productsRevenue growth from new and existing accountsEfficiency of order-to-production pipeline