New Order Submission Process

NEW and EXCITING CHANGES are happening at Russell Rowland, Inc. As many of you are aware, Jackie & Parker Rowland are expecting the birth of their first child in December! As such, we have some process changes to ensure you receive the same level of service that you are accustomed.

As Jackie will be out on maternity leave starting mid-December, new changes have already begun as we will implement a New Order Submission Process effective immediately.  As you may have noticed, we have already begun transitioning Jackie out of the daily task of answering the phone and initial project orders.  Matt Pena, Design Operations Manager, has taken on the responsibility of project intake, proposal writing, scheduling of site-visits and providing project status timelines.  Jennifer Shannon, Office Administrator, answers our office phone and connects you to the Designer or Engineer assigned to your project.

The new process for order submission will assist Adam Russell, and the rest of the Russell Rowland team, to be able to focus on the design, engineering & completion of projects already in process.  This will alleviate multiple or duplication email communication which slows down the work flow and productivity of all involved.

Effective immediately, please use our New Order Submission Process.

Submit ALL new order requests to: orders@russrow.com

This will assist in gathering all information & documentation needed to begin your project as well as streamline communication to help ensure your project is processed efficiently and in a timely manner.  See requirements below submitting your new orders.

Requirements:

  1. Your contact information (name, address, phone and email address).
  2. The person or company who is financially responsible (Client) for this project if different than sender (contact name, email, company name, address).
  3. The complete physical address of the project location (street, city, state & zip). If the property does not yet have an address, please provide cross streets or marked on a map.
  4. A brief explanation of project.
  5. Documentation.
    1. For new construction – Architectural PDF & DWG files. If using a Truss company, provide company name, contact name & email address.
    2. For existing structure repairs or renovations – provide pictures of area involved, any architectural plans or drawings, and any reports (if applicable).

We will review all information and documents and respond with any questions or provide a fee proposal as applicable.  If you have a Continuing Service contract with us, we will schedule the project upon receipt of all necessary information listed above.  All correspondence after submission will be with either Matt Pena, Design Operations Manager, or the assigned Designer and/or Engineer of Record.

As always, our team, is available via email or by calling the office 904-503-3283 for any assistance needed with field issues, project inquiries or engineering questions.  

We know Change can be hard but Change can also be a good thing. We value you and have your best interest at heart through top-notch customer service, effective communication, value engineering, and an efficient process with quick turnaround times. That is why we have implemented this Change to continue our commitment to you.

Thank you for your business and we look forward to working with you on your next project!