Customer Experience & Operations Coordinator

Job Description

Job Description

Description:

Support the Customer Experience. Strengthen Dealership Operations.

Boater’s World Marine Centers is seeking a highly organized, solution-oriented Customer Experience & Operations Coordinator to support our dealership network across Florida and Texas.

This is a unique position that combines customer experience, dealership operations, reporting, and administrative support. The Customer Experience & Operations Coordinator will help ensure our dealerships are following established operational processes, completing required daily, weekly, and monthly reporting, maintaining accurate information within Lightspeed, and delivering a consistent customer experience across locations.

You’ll work closely with dealership General Managers, department leaders, and corporate leadership to gather information, follow up on outstanding items, support operational initiatives, and help keep our locations organized and accountable.

The ideal candidate understands how a dealership operates, is comfortable working within a Dealer Management System, and has the organization and follow-through to manage multiple locations and priorities at once.

What You’ll Do

Dealership Operations Support

• Support day-to-day operational coordination across multiple dealership locations.
• Help ensure required daily, weekly, and monthly checklists, reports, and operational tasks are completed accurately and on time.
• Follow up with General Managers and department leaders regarding outstanding reports, documentation, or required action items.
• Assist leadership with gathering information from dealership locations for operational reviews and reporting.
• Help maintain consistent processes and operational standards across the dealership network.
• Track assigned initiatives and follow up with appropriate teams through completion.

Lightspeed & Reporting Support

• Utilize Lightspeed Dealer Management System (DMS) to assist with dealership reporting and operational information.
• Run, gather, organize, and distribute Lightspeed reports requested by leadership.
• Assist dealership personnel with basic Lightspeed reporting and system-related questions.
• Review reports for missing information or inconsistencies and coordinate with dealership leadership when follow-up is needed.
• Assist with basic operational reporting, spreadsheets, data gathering, and recurring management reports.
• Maintain organized records and reporting files for dealership and corporate leadership.

Customer Experience & Resolution

• Serve as a central resource for escalated customer questions and concerns across dealership locations.
• Communicate directly with customers to gather information, provide updates, and coordinate resolutions.
• Partner with General Managers, Service Managers, Sales leadership, and other department leaders to investigate customer concerns.
• Track open customer issues and follow up internally to ensure commitments and resolutions are completed.
• De-escalate challenging situations while maintaining a calm, professional, and customer-focused approach.
• Identify recurring customer concerns and communicate trends to leadership.

Safety, Training & Program Support

• Assist with gathering and organizing materials for dealership safety programs, employee programs, training initiatives, and operational meetings.
• Coordinate distribution of safety materials, checklists, forms, and other required documentation to dealership locations.
• Help track completion of assigned safety, training, and operational requirements.
• Maintain organized records of program materials and dealership submissions.
• Partner with leadership and other departments on special projects and company-wide initiatives.

Cross-Location Coordination

• Maintain regular communication with dealership leadership across Florida and Texas.
• Serve as a liaison between dealership teams and corporate leadership when information or documentation is needed.
• Help keep deadlines, reporting requirements, and operational priorities visible across locations.
• Coordinate follow-up on action items resulting from dealership meetings, operational reviews, or customer concerns.
• Identify recurring process gaps and bring opportunities for improvement to leadership.

• Previous dealership experience strongly preferred — marine, automotive, RV, powersports, or a similar dealership environment.
• Experience working with Lightspeed or another Dealer Management System (DMS) strongly preferred.
• Understanding of dealership operations across Sales, Service, Parts, and Administration.
• Strong Microsoft Excel, Outlook, and general Microsoft Office skills.
• Comfortable gathering data, running reports, maintaining spreadsheets, and organizing operational information.
• Excellent organizational skills with strong attention to detail and follow-through.
• Ability to manage recurring daily, weekly, and monthly responsibilities without losing track of deadlines.
• Strong written and verbal communication skills.
• Comfortable communicating and following up with General Managers and department leadership.
• Ability to handle customer concerns professionally and calmly.
• Self-motivated, dependable, and comfortable working across multiple locations and priorities simultaneously.

Why This Role Stands Out

• Gain exposure to operations across an entire multi-location dealership network.
• Work directly with General Managers, department leaders, and corporate leadership.
• Build experience across customer experience, dealership operations, reporting, systems, safety, and process improvement.
• Help create greater consistency and accountability across our growing organization.
• Opportunity to take ownership of projects and expand responsibilities as the organization continues to grow.
• Medical, dental, vision, and life insurance.
• 401(k) with company match.
• Paid time off and holidays.
• Employee discounts.
• Career advancement opportunities throughout Boater’s World Marine Centers and the Outdoor Network family.

Join Our Team

If you understand dealership operations, enjoy keeping people and processes organized, and are the type of person who notices when something hasn’t been completed and follows through until it is, this could be an excellent opportunity.

Join Boater’s World Marine Centers as our Customer Experience & Operations Coordinator and help us strengthen the processes, reporting, accountability, and customer experience that keep our dealerships running successfully.