Customer Success Coordinator

Position Summary

The Customer Success Coordinator supports the day-to-day operations of the Technical Support Team by serving as a key liaison between customers, technical support specialists, logistics, and internal stakeholders. This role is responsible for case management, service order processing, customer communications, reporting, and ensuring timely resolution of customer inquiries while maintaining a high level of customer satisfaction.

What will you do?

• Monitor the Service email inbox and create new customer cases, responding to inquiries and routing requests appropriately.
• Manage a personal caseload by tracking open cases, following up on technician-provided quotations, answering customer questions, and providing order and shipment status updates.
• Process and manage service orders by validating customer purchase orders against approved parts quotations and ensuring compliance with company terms and conditions.
• Prepare and distribute weekly order status reports, identifying and escalating orders that fall outside established Service Level Agreements (SLAs).
• Cook with Logistics to monitor incoming Return Requests (RR) and Return Confirmations (RC), ensuring timely processing and communication.
• Provide regular status updates and reporting to the Customer Success Leader.
• Support Technical Support Specialists by assisting with customer communications, case documentation, and resolution activities.
• Maintain accurate records within CRM, ERP, and other business systems.
• Collaborate with cross-functional teams to ensure prompt customer response and issue resolution.
• Perform additional duties and special projects as assigned.

What are the key skills we are looking for?

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word.
• Familiarity with cloud-based business applications such as CRM, ERP, and case management systems.
• Strong organizational skills and attention to detail.
• Effective problem-solving and follow-up skills.
• Ability to work independently and collaboratively within a team environment.

Qualifications

• Education: High School Diploma or equivalent required. Associate Degree in Business, Customer Service, Supply Chain, or related field preferred.
• Experience: Previous experience in customer service, customer success, technical support coordination, order management, or administrative support preferred. Experience working with CRM and ERP systems is highly desirable.

Physical Requirements

• Primarily office-based work performed at a computer workstation.
• Ability to occasionally lift and move items weighing up to 25 pounds.
• No overnight or out-of-town travel required.

Key Performance Indicators (KPIs)

• Case response and resolution times.
• Service order processing accuracy.
• SLA compliance.
• Customer satisfaction and feedback scores.
• Timeliness of order status reporting.
• Accuracy of CRM and ERP documentation.

Pay Range

The expected pay range for this U.S. based position is USD 68,000 - USD 102,000 per year. This pay range includes base pay and short-term incentives.

Company Information

• €40 billion global revenue
• 9% organic growth
• 150,000+ employees in 100+ countries

Benefits

• Care for Yourself and Your Family: Medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.
• Invest and Plan Your Future: Competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.
• Grow Your Skills and Career: Performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.
• Team Up in the Workplace: Collaboration, recognition, sharing your voice, and an inclusive workplace.
• Support Your Community: Volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

About Schneider Electric

• We believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work. Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you.
• We are there when it matters most to you. Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team: Care for Yourself and Your Family, Invest and Plan Your Future, Grow Your Skills and Career, Team Up in the Workplace, and Support Your Community.
• We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
• We uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders.

Application Instructions

This position will be posted until filled. To apply, please submit an online application.