Customer Success Coordinator

Description

As a Customer Success Coordinator with Thompson Creek Window Company, you'll own a portfolio of customer projects from contract creation through final installation. You'll serve as the primary point of contact for your customers while coordinating behind the scenes with Sales, Project Management, Procurement, Warehousing, and Resource Planning to keep each project moving forward.

This is a great fit for someone who enjoys managing multiple priorities, solving problems, communicating with customers, and taking ownership of projects from start to finish.
What You'll Do

• Manage an assigned portfolio of customer contracts from contract creation through installation completion

• Serve as the primary point of contact for customers, providing proactive updates on project status, scheduling, product delivery, and potential delays

• Review customer contracts, sales orders, and purchase orders for accuracy and work with internal teams to resolve discrepancies

• Coordinate installation schedules by aligning customer availability, product delivery, subcontractor schedules, and internal resources

• Partner with Sales, Project Management, Procurement, Warehousing, and Resource Planning to keep projects on track

• Identify potential delays or issues early and take action to resolve them before they impact the customer experience

• Manage customer questions and concerns, using sound judgment to resolve routine scheduling, service, and financial matters

• Confirm permits, HOA requirements, payments, and other project requirements are completed before installation

• Maintain accurate and detailed customer and project information in SAP throughout the fulfillment process

• Monitor projects through the fulfillment pipeline and proactively follow up on stalled projects or outstanding items

• Document customer interactions, project updates, and required information accurately and consistently

• Follow up with satisfied customers for referrals and reviews following project completion

Requirements

What You Bring

• Bachelor's degree or an equivalent combination of education and professional experience

• 5+ years of customer service experience, preferably in a fast-paced, account, contract, project, or service-based environment

• Experience managing multiple customers, projects, accounts, or contracts simultaneously

• Strong organizational skills with the ability to manage competing priorities and follow projects through completion

• A proactive approach to customer communication and problem-solving

• Confidence handling customer concerns and working toward solutions without requiring constant supervisor involvement

• Strong attention to detail, particularly when reviewing contracts, orders, schedules, payments, and customer records

• Ability to work effectively across multiple departments and coordinate with different stakeholders

• Strong written and verbal communication skills with the ability to set clear expectations with customers

• Proficiency with Microsoft Word, Excel, and Outlook

• Experience with SAP or a similar ERP or CRM system is preferred

• Project management or project coordination experience is preferred

• Experience in home improvement, construction, installation, or another contract-based service industry is a plus