Customer Success Coordinator

Customer Success Coordinator

Position Summary

The Customer Success Coordinator supports the day-to-day operations of the Technical Support Team by serving as a key liaison between customers, technical support specialists, logistics, and internal stakeholders.

This role is responsible for case management, service order processing, customer communications, reporting, and ensuring timely resolution of customer inquiries while maintaining a high level of customer satisfaction.

What will you do?


* Monitor the Service email inbox and create new customer cases, respond to inquiries, and route requests appropriately.


* Manage a personal caseload by tracking open cases, following up on technician-provided quotations, answering customer questions, and providing order and shipment status updates.


* Process and manage service orders by validating customer purchase orders against approved parts quotations and ensuring compliance with company terms and conditions.


* Prepare and distribute weekly order status reports, identifying and escalating orders that fall outside established Service Level Agreements (SLAs).


* Coordinate with Logistics to monitor incoming Return Requests (RR) and Return Confirmations (RC), ensuring timely processing and communication.


* Provide regular status updates and reporting to the Customer Success Leader.


* Support Technical Support Specialists by assisting with customer communications, case documentation, and resolution activities.


* Maintain accurate records within CRM, ERP, and other business systems.


* Collaborate with cross-functional teams to ensure prompt customer response and issue resolution.


* Perform additional duties and special projects as assigned.

What are the key skills we are looking for?


* Excellent verbal and written communication skills.


* Strong customer service and relationship-building abilities.


* Ability to manage multiple priorities in a fast-paced environment.


* Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word.


* Familiarity with cloud-based business applications such as CRM, ERP, and case management systems.


* Strong organizational skills and attention to detail.


* Effective problem-solving and follow-up skills.


* Ability to work independently and collaboratively within a team environment.

What qualifications will make you successful?

Education


* High School Diploma or equivalent required.


* Associate Degree in Business, Customer Service, Supply Chain, or related field preferred.

Experience


* Previous experience in customer service, customer success, technical support coordination, order management, or administrative support preferred.


* Experience working with CRM and ERP systems is highly desirable.

Physical Requirements


* Primarily office-based work performed at a computer workstation.


* Ability to occasionally lift and move items weighing up to 2...