Customer Service Account Coordinator - Residential

Customer Service Account Coordinator - Residential

The Account Coordinator plays a vital role in delivering exceptional service to our external customers and providing comprehensive support to our sales teams across the U.S., Canada, and the Caribbean. This position serves as a key liaison between customers, sales representatives, and internal departments to ensure a seamless order fulfillment process from start to finish.

Key responsibilities include managing inbound and outbound communications via phone and email, providing accurate product and inventory information, quoting lead times, pricing customer orders, and entering them into the company's order management system. The role also involves coordinating custom equipment requests, processing returns and credits, and maintaining up-to-date knowledge of products and procedures.

In addition, this position serves as a central point of coordination for customer and dealer inquiries requiring cross-functional support. The Account Coordinator is responsible for managing email inquiries related to damaged equipment, lost parts, return requests, warranty concerns, and customer escalations. Working collaboratively with Technical Service, Warranty, Customer Care, Sales, and Leadership, this role helps determine the appropriate path to resolution while ensuring timely communication, follow-up, and customer satisfaction.

Success in this fast-paced environment requires strong attention to detail, the ability to multitask across multiple territories, sound judgment, and proactive problem-solving skills. The ideal candidate will be customer-focused, collaborative, and committed to building positive relationships with both internal and external customers.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Provide positive and professional customer experience through enthusiastic and solution-focused communication.
• Build and maintain strong relationships with dealers, consumers, sales representatives, and internal teams.
• Handle inbound and outbound calls from customers and partners regarding luxury residential appliances.
• Manage email communications with sales representatives, dealers, product owners, and internal departments.
• Support the sales team to meet customer specifications, order accuracy, and satisfaction goals.
• Accurately and efficiently process and manage customer orders in a timely manner.
• Ensure all follow-up actions are completed to guarantee timely order fulfillment, delivery, and issue resolution.
• Provide accurate lead times and delivery estimates for orders.
• Maintain detailed and up-to-date customer records in the CRM system.
• Evaluate customer and dealer concerns, including damaged equipment, lost parts, return requests, warranty inquiries, and escalations, to determine the appropriate course of action and required internal resources.
• Coordinate cross-functional case resolution by partnering with Technical Service, Warranty, Customer Care, Sales, Product Management, and Leadership to ensure inquiries are routed, reviewed, and resolved efficiently.
• Organize return and exchange requests by gathering required documentation, assessing eligibility, collaborating with relevant participants, and coordinating requests with the appropriate Account Coordinator.
• Manage and monitor open cases to ensure timely follow-up, clear communication, and resolution while maintaining ownership of customer expectations throughout the process.
• Escalate complex or exceptional situations for management review, including requests for no-charge parts, replacement products, customer accommodations, discounts, or other non-standard resolutions.
• Stay current on product offerings, services, policies, and requirements through ongoing training and development.
• This position requires regular collaboration with internal departments across multiple business functions and may involve prioritizing urgent customer, dealer, and sales support requests throughout the workday.
• Ensure consistent attendance and reliability as a core requirement for this role.
• The Account Coordinator is an office-based role. Regular, predictable on-site attendance is required.…