Customer Success Coordinator

The Customer Success Coordinator is responsible for organizing and managing audit schedules across assigned programs while providing proactive, efficient customer follow-up after audits and services are completed. This role combines accurate scheduling, application and quote intake, scope review and validation, client and auditor coordination, documentation management, and light customer success outreach designed to improve the client experience, identify customer needs, and support timely booking of future services.

COMPANY OVERVIEW:

Kiwa ASI is a leading product safety auditing, training, and consulting company based in St. Louis that’s provided farm-to-fork food safety solutions since the 1940s. Kiwa ASI is a credible, accredited certification body for major certification standards, providing a full suite of safety and quality solutions for the food and beverage, dietary supplement, and cannabis industries. In 2026, Kiwa ASI was recognized as a "Best Place to Work" by the St. Louis Business Journal.

KEY RESPONSIBILITIES:

Audit Scheduling & Coordination Coordinate and schedule audits for clients based on auditor availability, client preferences, certification deadlines, and audit cycle timelines. Maintain audit calendars and ensure efficient routing of auditors to minimize travel and optimize scheduling. Communicate with clients and auditors to confirm audit dates, required documentation, and pre-audit instructions. Cross-train across programs and scheduling responsibilities to reduce silos, improve coverage during absences, improve planning efficiencies, and prevent backlogs. Application, Quote & Scheme Validation Review applications and supporting information received from Sales to confirm completeness, consistency, and alignment with the requested service, applicable scheme/program, and standardized scope requirements. Vet and validate key scope details, including facility location, activities, products, processes, modules, and exclusions, ensuring the proposed scope is appropriate and supportable before scheduling. Manage application updates and revisions throughout the service process, ensuring changes are accurately documented, reflected in the appropriate systems and records, and communicated to impacted teams. Identify missing, conflicting, or non-standard information and coordinate with Sales, the customer, or appropriate internal teams to resolve issues before work proceeds, escalating items requiring technical or management determination. Maintain alignment between the application, quote, confirmation, and scheduled service, helping prevent scope discrepancies, rework, and customer intake issues. Client & Auditor Communication Serve as a key point of contact for clients regarding scheduling inquiries, changes, confirmations, and basic process questions. Coordinate directly with auditors to manage availability, travel arrangements, audit assignments, and last-minute changes. Ensure clear communication of expectations, timelines, any special client needs, and required documentation. Post-Service Customer Follow-Up Conduct follow-up calls and emails after the client’s audit or service is completed. Identify potential client needs for training, consulting, CAPA support, additional services, or future audit bookings during post-service follow-up. Route qualified leads to Sales using the designated process, including client name, service received, stated need, timing, and any relevant notes. Sales remains responsible for follow-up, proposal development, and closing the opportunity. Participate in the approved lead incentive model when a qualified coordinator-sourced lead is closed by Sales, subject to plan terms. Documentation & Systems Management Input and update audit details in internal systems and other designated platforms. Track audit milestones, due dates, post-service follow-ups, lead submissions, and future audit scheduling activity. Generate reports related to scheduling activity, auditor utilization, follow-up completion, qualified leads, closed revenue from coordinator-sourced leads, and audits scheduled one year in advance.

REQUIRED EDUCATION & EXPERIENCE

Bachelor’s degree in business administration or related field preferred. 1-2+ years of experience in administrative coordination, scheduling, or customer service. #J-18808-Ljbffr Kiwa ASI