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, respond to inquiries, and route 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).
• Coordinate 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.

What qualifications will make you successful?

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.

For this U.S. based position, the expected pay range is USD 68,000 - USD 102,000 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

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. We ensure you feel secure with benefits that help you and your family thrive: 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. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric - apply today!

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

You must submit an online application to be considered for any position with us. This position will be posted until filled.