Customer Success Coordinator

Description

With over 50 years of proven performance, Zonatherm Products and Therm Flo provide complete, end-to-end solutions for essential and mission critical power and cooling systems-serving industries from data centers, hospitals, and municipalities to industrial and commercial facilities. From initial planning and expert guidance to custom equipment, system design, installation, and ongoing support, we deliver a fully integrated approach that keeps operations running smoothly.

• Process and review customer orders, acknowledgements, and/or service requests for accuracy.
• Enter equipment or service order activities into CRM and/or manufacturer portals and ensure correct costing and seller attribution.
• Track shipment and/or work status and coordinate with sales, warehouse/parts, service coordination, and manufacturers to expedite or resolve issues.
• Assist with startup/commissioning coordination and the initiation of project closeout processes.

• Act as the primary point of contact for pre-sale (inbound service leads) and post-sale (equipment) customer inquiries, including quotes, order status, pricing, credits, mis-shipments, and routine complaints.
• Serve as first point of contact for customer onboarding and accurately capture all entry and order execution requirements for communication to Service Delivery Teams.
• Escalate complex or unresolved issues to appropriate teams and coordinate cross-functional follow-up to ensure timely, end-to-end resolution.
• Proactively contact customers to confirm order details, provide status updates, and identify opportunities to improve the overall customer experience.

• Maintain accurate CRM records and detailed interaction notes to support forecasting and account management for Commercial Team.
• Perform regular portal audits and data cleanup to ensure data integrity for reporting and account management.
• Document current processes in a standardized format and support the creation and maintenance of standard operating procedures.

• Recommend improvements to standard processes to streamline workflows.
• Assist Sales Operations with ad hoc campaigns, simple quoting, and administrative tasks.
• Other duties as assigned.

• Enter equipment and service orders into CRM and manufacturer portals accurately, verifying product codes, quantities, shipping information, and supporting documents to prevent errors.
• Update customer records and interaction logs promptly, recording calls, emails, and notes to keep account history complete.
• Communicate order and service status to customers within agreed timelines, clearly stating next steps and expected delivery or service dates.
• Prepare concise escalation summaries and handoffs for complex issues, including incident details, actions taken, and recommended next steps internal and external team members.
• Run basic operational reports and portal audits, identify data discrepancies, and report findings to leadership for correction.

• Education: High School Diploma or GED.
• Experience: 0- 2 years’ experience in sales support, customer service, or office administration.
• Technical
  
  Skills:
  
  High competency with Microsoft Office and competency in basic Excel functions.
• Communication
  
  Skills:
  
  Excellent reading, writing, and communication skills with exceptional professional phone, email, and text etiquette. Comfortable collaborating across teams and translating team specific tasks into clear inter-team communication and reporting.
• Organizational
  
  Skills:
  
  Demonstrated strong attention to detail and ability to manage multiple tasks and follow processes accurately.