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 Zonatherm Products delivers expert solutions in power and cooling systems designed for essential and mission-critical environments. It was founded in 1969, and is headquartered in Buffalo Grove, Illinois, USA, with a workforce of 51-200 employees. Its website is