Remote Client Success & ITAD Coordinator

Sproutup; Northern (KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Sprout is seeking a Customer Support Associate to join our IT Asset Disposition team. You will help ensure loads and accounts are accurately created and tracked, while keeping the data secure and compliant with industry standards.

You’ll monitor shipments, respond to customer inquiries, train client contacts, and support audits with precise records. This role blends logistics, customer success, and account documentation to keep clients informed and satisfied.

Qualifications

• 2–3 years of experience in customer service and support.
• 2+ years of experience in ITAD or a related IT services industry.
• Comfortable and experienced working in Excel.
• Highly responsive to customer needs.
• Highly organized and detail‑oriented, especially when reconciling serial numbers and shipment records.
• Able to manage multiple tasks while proactively finding solutions, whether inside or outside our organization.
• An excellent communicator across any medium — phone first, then email, then in person.
• Not the type to leave a pending action item or an unanswered email overnight.

Responsibilities

• Create and configure new loads/batches in Sprout's platform on behalf of CSM-owned accounts.
• Monitor load status through each processing stage (received → sorted → data sanitized/destroyed → resold/recycled) and flag delays.
• Directly manage smaller accounts or discrete programs within larger accounts, acting as the primary day‑to‑day contact.
• Monitor inbound parcels daily against SLA, chase down lost / late shipments, communicate routine status updates to customers.
• Respond to end‑user emails regarding shipping labels, box kit requests, and other general inquiries.
• Train customer contacts on how to submit pickups, create loads, and read status reports in Sprout's systems.
• Answer routine customer questions on certificates of destruction/recycling, processing timelines, and reporting.
• Assist Client Success Managers in preparing account recaps and QBR materials for large‑volume accounts.
• Help research and resolve billing or invoice discrepancies for assigned accounts.
• Maintain accurate, up‑to‑date account notes and documentation in the CRM.
• Ensure certificates of data destruction and recycling are issued accurately and on time for each completed load.
• Maintain device‑level handling records consistent with R2v3 and e‑Stewards standards.
• Support internal and customer‑facing audits by providing accurate, retrievable device tracking histor

Skills

Customer service

ITAD experience

Excel

Customer focus

Detail-oriented

Multitasking

Strong communicator

Proactive follow-up

Job description

Sprout is seeking a Customer Support Associate to join our IT Asset Disposition team. You will help ensure loads and accounts are accurately created and tracked, while keeping the data secure and compliant with industry standards.

You’ll monitor shipments, respond to customer inquiries, train client contacts, and support audits with precise records. This role blends logistics, customer success, and account documentation to keep clients informed and satisfied.