Client Success Coordinator

About the role

The Client Success Coordinator supports Pop!’s inside and outside sales team by providing quick and accurate responses to customers and ensuring seamless order execution. This role exceeds client expectations by delivering on the brand promise and handling all mid‑order and post‑order tasks as well as general customer service.

Responsibilities

• Support the Customer Service function of the sales team.
• Answer inbound calls, responding to basic product and timeline questions, and funnel true sales opportunities to the appropriate dedicated sales team.
• Maintain the inbound Pop Client Success inbox, routing communication to the right teams for quick response and timely order processing.
• Provide coverage support when sales team members are out of the office.
• Assist the sales team with administrative functions related to business discovery and pre‑order tasks:
  • Support lead‑mining efforts, 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 timelines and delivery.
  • Price smaller opportunities using the pricing database and provide shipping and freight quotes.
  • Receive and process purchase orders from clients.
  • Approve and close orders, syncing them into production and QuickBooks.
  • Request, receive, and approve proofs and production photos.
  • Update the Sugar CRM system as necessary.
  • Update order information related to production changes or client/end‑user shipping location or method updates.
• Handle post‑order customer service and issue resolution:
  • Maintain administrative documentation in the issue‑resolution process, ensuring all details are logged in SugarCRM.
  • Respond promptly and professionally to basic inbox inquiries about order processing or status.
  • Escalate client or order issues to the Client Success Manager as needed.
• Maintain accurate client records and track order progress using the Sugar CRM system.

Qualifications

• Bachelor’s Degree in Business Administration, Communications, or a related field.
• 3+ years of experience in a customer service or client‑facing support role.
• Clear and professional communication skills.
• 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 such as Slack, Zoom, and Google Workspace.
• Extreme attention to detail.
• Ownership and accountability – takes responsibility for getting it right the first time.