Customer Service Account Coordinator - Residential

True Manufacturing; O’Fallon (MO); Hybrid; USD 42,000 - 62,000; Full time

Job summary

The Account Coordinator at True Manufacturing plays a vital role in delivering exceptional service to our customers and supporting the sales teams across the U.S., Canada, and the Caribbean. This role coordinates orders, quotes, and inquiries, acting as the primary liaison between customers, dealers, and internal teams to ensure a seamless order fulfillment process.

In this hybrid role, you will manage inbound/outbound communications, provide lead times and delivery estimates, and ensure timely

Qualifications

• High School diploma or GED required.
• 4+ years of related experience preferred.
• Strong multitasking and organizational skills in a fast-paced environment.

Responsibilities

• Provide professional customer experience via phone and email.
• Coordinate orders, quotes, and customer communications in a timely manner.
• Maintain up-to-date customer records in the CRM system.

Skills

Fluent English

Customer service mindset

Communication skills

Education

High School diploma or GED

Tools

Salesforce

Microsoft Office

Job description

The 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.

In addition, this position serves as a central point of coordination for customer and dealer inquiries requiring cross-functional support. The Account Coordinator is responsible for managing email inquiries related to damaged equipment, lost parts, return requests, warranty concerns, and customer escalations. Working collaboratively with Technical Service, Warranty, Customer Care, Sales, and Leadership, this role helps determine the appropriate path to resolution while ensuring timely communication, follow-up, and customer satisfaction.

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

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, sales representatives, and internal teams.
• Handle inbound and outbound calls from customers and partners regarding luxury residential appliances.
• Manage email communications with sales representatives, dealers, product owners, and internal departments.
• 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.
• Ensure all follow-up actions are completed to guarantee timely order fulfillment, delivery, and issue resolution.
• Provide accurate lead times and delivery estimates for orders.
• Maintain detailed and up-to-date customer records in the CRM system.
• Evaluate customer and dealer concerns, including damaged equipment, lost parts, return requests, warranty inquiries, and escalations, to determine the appropriate course of action and required internal resources.
• Coordinate cross-functional case resolution by partnering with Technical Service, Warranty, Customer Care, Sales, Product Management, and Leadership to ensure inquiries are routed, reviewed, and resolved efficiently.
• Organize return and exchange requests by gathering required documentation, assessing eligibility, collaborating with relevant participants, and coordinating requests with the appropriate Account Coordinator.
• Manage and monitor open cases to ensure timely follow-up, clear communication, and resolution while maintaining ownership of customer expectations throughout the process.
• Escalate complex or exceptional situations for management review, including requests for no-charge parts, replacement products, customer accommodations, discounts, or other non-standard resolutions.
• Stay current on product offerings, services, policies, and requirements through ongoing training and development.
• This position requires regular collaboration with internal departments across multiple business functions and may involve prioritizing urgent customer, dealer, and sales support requests throughout the workday.
• Ensure consistent attendance and reliability as a core requirement for this role.
• The Account Coordinator is an office-based role. Regular, predictable on-site attendance is required. Eligibility for up to one (1) remote workday per week may be permitted, subject to business needs and departmental guidelines.
• Perform core job responsibilities through regular in-person collaboration, including participation in meetings, team discussions, and cross-functional coordination.
• Collaborate with fellow team members and leadership in a shared work environment to support innovation and timely decision-making, problem-solving, and operational effectiveness.
• Maintain a consistent on-site presence to support and respond to day-to-day business needs, including attendance of scheduled meetings and real-time collaboration as needed to ensure alignment on department and company priorities.
• Meet regularly with manager in-person to align on workload, priorities, performance, and ongoing professional development.

Qualifications

• High School diploma or general education degree (GED) required.
• Four or more years of related experience 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.
• Demonstrated ability to collaborate effectively across multiple departments and levels of the organization.
• Strong critical-thinking and decision-making skills with the ability to assess situations, identify appropriate resources, and determine next steps.
• Ability to manage sensitive customer situations with professionalism, empathy, and sound business judgment.
• 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, Teams, etc.).
• Experience utilizing CRM platforms, preferably Salesforce, for case management, customer communication tracking, and workflow coordination.
• Experience in a manufacturing, customer service, order fulfillment, or customer support 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.