Client Success Coordinator

Client Success Coordinator

The Client Success Coordinator supports Pop!'s inside and outside sales team in their efforts to maintain quick and accurate responses to our customer base and ensure seamless order execution. The Client Success Coordinator will exceed client expectations by delivering on our brand promise and handle all mid-order and post-order tasks and customer service.

Support the Customer Service Function of the Sales Team

• Answer inbound calls, responding to basic product and timeline questions to funnel only true sales opportunities to the appropriate dedicated sales team.
• Maintain the inbound Pop Client Success inbox funneling communication to the right teams for quick response time and timely order processing.
• Provide a coverage support function when sales team members are out of office.

Support the Sales Team in Administrative Functions Related to Uncovering Business and Pre-Order Tasks

• Support lead mining efforts including ensuring Zapier is operational for newly added leads.
• Process and send samples and virtuals for new contact outreach or to support the pre-order process.

Manage and Execute Client Orders

• Finalize the order process with clients accurately and efficiently, ensuring on time production timeline and delivery.
• Price smaller opportunities using the pricing database as well as provide shipping and freight quotes to clients.
• Receive and process POs from clients.
• Approve and close order and sync into production and Quickbooks.
• Request, receive and approve proofs and production photos. Update Sugar CRM system as necessary.
• Update order information related to changes made in production or updates to client or end user shipping location or shipping methods.

Handle Post Order Customer Service and Issue Resolution

• Handle administrative documentation in the issue resolution process ensuring all details are properly logged in SugarCRM.
• Respond to basic inbox inquiries related to order processing or status promptly and professionally.
• Escalate client or order issues to the Client Success Manager as needed.

Maintain Accurate Client Records in Sugar

• Maintain accurate client records and track order progress using the Sugar CRM system.

Experience and Educational Requirements

• Bachelor's Degree in Business Administration, Communications or any related field.
• 3+ years of experience in a customer service or client-facing support role.
• Clear and professional communication is essential.
• Additional training or certification in customer service, CRM platforms, or business communication is a plus.
• Comfortable working in a structured, metrics-driven environment with KPIs.
• Proven ability to provide empathetic, solution-oriented support to customers.
• Familiarity with collaboration tools (Slack, Zoom, Google Workspace).
• Extreme attention to detail
• Ownership and accountability: Takes responsibility for getting it right the first time.