Customer Success Coordinator

Description

JOB SUMMARY

With over 50 years of proven performance, Zonatherm Products and ThermFlo 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.

ESSENTIAL RESPONSIBILITIES

Customer Order Administration

• 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.

Customer Support and Communication

• 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.

Data Management and Process Documentation

• 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.

SECONDARY RESPONSIBILITIES

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

HOW YOU SUCCEED IN THIS ROLE

• 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.

Requirements

QUALIFICATIONS

• 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.

PREFERRED QUALIFICATIONS

• Education: Associates Degree in Business Administration, Marketing, or related field.
• Experience: 2+ years’ experience in sales support with experience reconciling vendor/customer data and working with sales processes and sales process development.
• Technical Skills: Experience with CRM systems; NetSuite/Salesforce preferred.

WORK AND TRAVEL REQUIREMENTS:

• Physical Demands: This position requires the ability to operate within an office environment and occasionally lift and/or move up to 10 pounds. Reasonable accommodations will be provided aligned with current federal and state regulations upon request.
• Work Environment: This job generally operates in a professional clerical, office setting. This role routinely uses standard office equipment such as computers, phones, mobile devices, and photocopiers.
• Position Type and Expected Hours of Work: This is an hourly, full-time position, operating Monday-Friday with a one (1) hour unpaid lunch. This position is hybrid with an in-office requirement of minimum 2-3 Days per week.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without prior notice.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.