Client Success Coordinator

24 hours ago

San Fernando, Central Luzon, Philippines Office Beacon (Philippines) Inc. Full time ₱1,200,000 - ₱2,400,000 per year
Job Brief:

The Client Success Coordinator provides vital support to the sales team and clients by managing transactional sales functions, ensuring accurate order processing, and delivering exceptional customer service. This role focuses on seamless order execution, quick client response times, and maintaining strong client relationships that uphold the company's brand promise.

Duties and Responsibilities:

Sales and Customer Support

  • Support the sales team's customer service function by answering inbound calls and responding to basic product and timeline inquiries.
  • Direct qualified sales opportunities to the appropriate sales team member.
  • Manage the inbound customer inbox, routing communication to the correct teams to ensure quick response and timely order processing.
  • Provide coverage support for sales team members who are out of the office.

Pre-Order and Lead Support

  • Assist with administrative functions related to lead generation and pre-order preparation.
  • Support lead mining activities and ensure integrations (e.g., Zapier) are functioning properly for new leads.
  • Coordinate the sending of product samples and virtual proofs for outreach or pre-order needs.

Order Management and Execution

  • Finalize client orders accurately and efficiently to ensure timely production and delivery.
  • Provide pricing for smaller orders using the pricing database and generate shipping/freight quotes as needed.
  • Process client purchase orders (POs), approve and close orders, and sync data into production and QuickBooks systems.
  • Request, receive, and approve proofs and production photos.

    Update CRM (Sugar) with order details, production updates, and changes to client or shipping information.

Post-Order Support and Issue Resolution

  • Handle post-order customer service inquiries and issue resolution promptly and professionally.
  • Maintain administrative documentation of issue resolution processes in Sugar CRM.
  • Respond to inbox inquiries related to order status or processing.
  • Escalate complex issues to the Client Success Manager when necessary.

CRM and Record Management

  • Maintain accurate and up-to-date client records in Sugar CRM.
  • Track order progress and ensure that all customer and order information is accurately reflected in the system.
Qualifications:
  • Bachelor's Degree in Business Administration, Communications, or any related field.
  • 2–4 years of experience in customer service or a client-facing support role, preferably supporting U.S.-based customers or working in a BPO or remote environment.
  • Strong proficiency in spoken and written English; must demonstrate clear and professional communication.
  • Experience using CRM systems (e.g., Sugar CRM) and collaboration tools such as Slack, Zoom, and Google Workspace.
  • Comfortable working in a structured, metrics-driven environment with defined KPIs.
  • Proven ability to provide empathetic, solution-oriented support to customers.
  • Extreme attention to detail, with a focus on accuracy and efficiency.
  • Demonstrates ownership and accountability in completing tasks correctly the first time.
  • Experience working night shift or graveyard schedules supporting North American time zones is required.

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