Customer Success Coordinator

Zonatherm Products, Inc. is a company providing complete solutions for power and cooling systems across various industries. The Customer Success Coordinator serves as the primary contact for clients, managing order administration and ensuring a positive customer experience through effective communication and data management.

Responsibilities

• 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
• 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

Skills

• High School Diploma or GED
• 0- 2 years' experience in sales support, customer service, or office administration
• High competency with Microsoft Office and competency in basic Excel functions
• Excellent reading, writing, and communication skills with exceptional professional phone, email, and text etiquette
• Demonstrated strong attention to detail and ability to manage multiple tasks and follow processes accurately
• Associates Degree in Business Administration, Marketing, or related field
• 2+ years' experience in sales support with experience reconciling vendor/customer data and working with sales processes and sales process development
• Experience with CRM systems; NetSuite/Salesforce preferred

Company Overview