Customer Success Administrative Coordinator
CUSTOMER SUCCESS ADMINISTRATIVE COORDINATOR
Belong to the Boelter community that brings people together...
We value the individual where your unique perspective builds a stronger community and fuels our passion for authentic relationships.
POSITION SUMMARY
This hybrid full-time Customer Success Administrative Coordinator role reports to the Customer Service Manager and serves as a vital support team member for the Customer Success- Education K-12 and Healthcare/Senior Living teams. The Customer Service Administrative Coordinator supports department personnel by performing a wide variety of duties, working directly with the Customer Success Teams to ensure timely completion of the entire order process and projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide an excellent level of service and strong attention to detail to ensure accurate data entry while striving for consistent, positive experiences for both internal and external customers.
Efficiently utilize SAP system to expedite vendor PO’s, request invoices and check for accuracy and completeness.
Utilize available systems (SAP, HubSpot, AutoQuotes) daily to create and maintain order progression and shipping updates.
Respond to problems with sense of urgency, collaborating with Customer Service Leader, Customer Success Managers, Customer Success Team, Purchasing, Sales associates and other necessary Boelter associates to determine optimal problem resolution for the customer, supplier and Boelter.
Proactive communication with internal and external vendors and installers via email, phone or chat to get order updates, purchase order updates, and carrier tracking information which would be shared with CS Team in Hubspot and SAP.
Coordinate with external installers and internal warehouse teams to get equipment delivered to customers correctly and in a timely manner.
Work with vendors and installers to get invoices and send them to the accounts payable team for billing. They would be responsible for auditing and reviewing all open orders and making sure they are billed in an accurate and timely manner.
Develop and maintain excellent working relationships with all internal departments, suppliers and manufacturer rep groups.
Identify and inform appropriate departments and suppliers of any changes, developments or problems related to both service and product. Work with vendors on return authorizations and any warranty issues that may arise.
Participate in cross-functional teams to ensure the continuous, on-going improvement of processes, methods, productivity, and quality, while reducing overall costs.
Acquire knowledge and attend training on products and services offered by our suppliers to provide customers with options for their program needs.
EDUCATION and/or EXPERIENCE:
High School Degree and 12-24 months of related experience or equivalent. Associate degree preferred. Additional years of education and experience may be substituted for each other. Proficiency in Word, Excel and Microsoft Outlook. Knowledge of SAP a plus.
PHYSICAL DEMANDS and WORK ENVIRONMENT
While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift (10 lbs.), and an ability to adjust vision for close vision work. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.