Customer Service Account Coordinator - True Residential

The Customer Service Account Coordinator plays a vital role in delivering exceptional service to our external customers and providing comprehensive support to our sales teams across the U.S., Canada, and the Caribbean. This position serves as a key liaison between customers, sales representatives, and internal departments to ensure a seamless order fulfillment process from start to finish. 

Key responsibilities include managing inbound and outbound communications via phone and email, providing accurate product and inventory information, quoting lead times, pricing customer orders, and entering them into the company’s order management system. The role also involves coordinating custom equipment requests, processing returns and credits and maintaining up-to-date knowledge of products and procedures. 

Success in this fast-paced environment requires strong attention to detail, the ability to multitask across multiple territories, and proactive problem-solving skills. The ideal candidate will be customer-focused, collaborative, and committed to building positive relationships with both internal and external stakeholders. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.  

• Provide positive and professional customer experience through enthusiastic and solution-focused communication.
• Build and maintain strong relationships with dealers, consumers, and internal teams.
• Handle inbound and outbound calls from customers and partners regarding luxury residential appliances.
• Manage email communications with sales representatives, dealers, and product owners.
• Support the sales team to meet customer specifications, order accuracy, and satisfaction goals.
• Accurately and efficiently process and manage customer orders in a timely manner.
• Troubleshoot delivery and performance issues in collaboration with service and warranty departments.
• Ensure all follow-up actions are completed to guarantee timely order fulfillment and delivery.
• Provide accurate lead times and delivery estimates for orders.
• Maintain detailed and up-to-date customer records in the CRM system.
• Stay current on product offerings, services, and requirements through ongoing training.
• Ensure consistent attendance and reliability as a core requirement for this role.

• High School Diploma or General Education Degree (GED) required.
• Associate’s degree or Bachelor’s degree with an emphasis in business, customer relations or similar field preferred.
• Four or more years of combined education and/or experience in a professional work environment required.
• Proven ability to manage multiple tasks and priorities in a fast-paced, high-demand environment.
• Highly self-motivated with the ability to work independently and with minimal supervision.
• Exceptional attention to detail and strong organizational skills to manage complex, multi-step processes.
• Strong customer care mindset with a professional, empathetic, and solution-oriented approach.
• Excellent written and verbal communication skills.
• Positive, energetic, and adaptable attitude with a collaborative, team-first mindset.
• Comfortable and enthusiastic when interacting with customers over the phone.
• Fluent in English (reading, writing, and speaking).
• Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
• Experience in a manufacturing or order fulfillment environment is preferred.
• Regular and reliable attendance is essential.

The hours for this position are 8:30am - 5:00pm, Monday through Friday.

We are proud to be an Equal Opportunity Employer.

Company-paid background check required upon hire.