Customer Success Coordinator

Mt. Washington Pediatric Hospital; Lanham (MD); On-site; USD 34,000 - 39,000; Full time

Job summary

Thompson Creek Window Company in Lanham, MD is seeking a Customer Success Coordinator to own a portfolio of customer projects from contract creation through final installation. You will serve as the primary contact for customers, coordinating with Sales, Project Management, Procurement, and Warehousing to keep each project moving forward.

This role suits someone who excels at managing multiple priorities, solving problems, communicating with customers, and taking ownership from start to finish.

Qualifications

• Bachelor’s degree or equivalent combination of education and professional experience.
• 5+ years of customer service experience, preferably in a fast-paced environment.
• Experience managing multiple customers, projects, accounts, or contracts simultaneously.
• Strong organizational skills with ability to manage competing priorities and follow projects through completion.
• Proactive approach to customer communication and problem-solving.
• Confidence handling customer concerns and working toward solutions without constant supervision.

Responsibilities

• Manage an assigned portfolio of customer contracts from contract creation through installation completion.
• Serve as the primary point of contact for customers, providing proactive updates on project status, scheduling, product delivery, and potential delays.
• Review customer contracts, sales orders, and purchase orders for accuracy and resolve discrepancies with internal teams.
• Coordinate installation schedules by aligning customer availability, product delivery, subcontractor schedules, and internal resources.
• Partner with Sales, Project Management, Procurement, Warehousing, and Resource Planning to keep projects on track.
• Identify potential delays or issues early and take action to resolve them before they impact the customer experience.
• Manage customer questions and concerns, using sound judgment to resolve routine scheduling, service, and financial matters.
• Confirm permits, HOA requirements, payments, and other project requirements before installation.
• Maintain accurate customer and project information in SAP throughout fulfillment.
• Monitor projects through the fulfillment pipeline and follow up on stalled items.
• Document customer interactions and project updates accurately and consistently.
• Follow up with satisfied customers for referrals and reviews after project completion.

Skills

Customer service

Organization

Communication

Problem solving

Project coordination

Education

Bachelor’s degree or equivalent

Tools

SAP experience

Microsoft Office (Word, Excel, Outlook)

SAP or ERP/CRM

Job description

Join Our Team – Build Your Future with Thompson Creek!

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• Base Pay $25.00 - $27.84 / Hour
• Employee Type Full Time Non-Exempt

Contact information

• Phone [phone]
• Email [e-mail]

Description

As a Customer Success Coordinator with Thompson Creek Window Company, you’ll own a portfolio of customer projects from contract creation through final installation. You’ll serve as the primary point of contact for your customers while coordinating behind the scenes with Sales, Project Management, Procurement, Warehousing, and Resource Planning to keep each project moving forward.

This is a great fit for someone who enjoys managing multiple priorities, solving problems, communicating with customers, and taking ownership of projects from start to finish.

What You’ll Do

• Manage an assigned portfolio of customer contracts from contract creation through installation completion
• Serve as the primary point of contact for customers, providing proactive updates on project status, scheduling, product delivery, and potential delays
• Review customer contracts, sales orders, and purchase orders for accuracy and work with internal teams to resolve discrepancies
• Coordinate installation schedules by aligning customer availability, product delivery, subcontractor schedules, and internal resources
• Partner with Sales, Project Management, Procurement, Warehousing, and Resource Planning to keep projects on track
• Identify potential delays or issues early and take action to resolve them before they impact the customer experience
• Manage customer questions and concerns, using sound judgment to resolve routine scheduling, service, and financial matters
• Confirm permits, HOA requirements, payments, and other project requirements are completed before installation
• Maintain accurate and detailed customer and project information in SAP throughout the fulfillment process
• Monitor projects through the fulfillment pipeline and proactively follow up on stalled projects or outstanding items
• Document customer interactions, project updates, and required information accurately and consistently
• Follow up with satisfied customers for referrals and reviews following project completion

Requirements

What You Bring

• Bachelor’s degree or an equivalent combination of education and professional experience
• 5+ years of customer service experience, preferably in a fast-paced, account, contract, project, or service-based environment
• Experience managing multiple customers, projects, accounts, or contracts simultaneously
• Strong organizational skills with the ability to manage competing priorities and follow projects through completion
• A proactive approach to customer communication and problem-solving
• Confidence handling customer concerns and working toward solutions without requiring constant supervisor involvement
• Strong attention to detail, particularly when reviewing contracts, orders, schedules, payments, and customer records
• Ability to work effectively across multiple departments and coordinate with different stakeholders
• Strong written and verbal communication skills with the ability to set clear expectations with customers
• Proficiency with Microsoft Word, Excel, and Outlook
• Experience with SAP or a similar ERP or CRM system is preferred
• Project management or project coordination experience is preferred
• Experience in home improvement, construction, installation, or another contract-based service industry is a plus

Summary

Why Thompson Creek?

We’ve been transforming homes and careers for over four decades. As a family-owned business with a local manufacturing facility, we offer quality products, trusted service, and the support you need to succeed.

You’ll be helping customers improve their homes’ safety, beauty, and energy efficiency while building a career you can be proud of.

Thompson Creek Window Company is a leading home improvement provider serving the Mid-Atlantic with a reputation for excellence in windows, doors, siding, roofing, and gutters. Headquartered in Lanham, MD, with a manufacturing facility in Upper Marlboro, we’re committed to quality, customer satisfaction, and community impact.

EOE Drug-Free Workplace We celebrate diversity and are committed to creating an inclusive environment for all employees.