Customer Success Coordinator

Description
JOB SUMMARY

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.

The Customer Success Coordinator serves as the primary pre/post-sales contact for clients, responsible for precise equipment and service order administration and efficient data entry. This role functions as the primary liaison to sales, operations, manufacturers, and customers, executing order and service activities to support a positive customer experience. The Customer Success Coordinator manages all supporting activities before the sale close and after to prepare for delivery.

They provide wrap around support that ensures the customer and Commercial Team receive a consistent, high-quality sales experience. The ideal candidate brings a strong customer service orientation, exceptional attention to detail, and proficiency with customer record management (CRM) systems to maintain accurate records and support excellent service delivery.

• 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…