Enterprise Account Customer Success Coordinator

WillScot • Scottsdale, AZ

2d • Onsite

About The Position

The Enterprise Account Customer Success Coordinator acts as the customer’s primary liaison and “quarterback,” ensuring delivery of WillScot’s customer experience expectations. As part of the customer success team, the coordinator manages inbound and outbound transactional customer contact from the handoff from sales at new order through post-delivery and return. The role supports assigned enterprise customer accounts, communicates information, investigates and resolves issues, and collaborates with specialist groups when needed.

The coordinator processes orders and customer documentation, supports delivery and pickup coordination, manages service and billing requests, reviews invoices, handles payments and off-rent requests, and follows up with customers throughout the lease lifecycle. This is an in-office role, not hybrid.

Requirements

• High school diploma or equivalent.
• Proven customer support or customer service experience and ability to work independently in a fast-paced environment while collaborating with a team.
• Strong phone contact-handling skills, active listening, and excellent oral and written communication skills.
• Negotiation and presentation skills, with the ability to multitask, prioritize, and manage time effectively.
• Ability to manage a large volume of inbound and outbound calls and generate sales leads and upsell opportunities.
• Strong self-starter and team-player approach, positive attitude, and ability to build and maintain relationships with internal and external customers.
• Ability to build customer trust through open, proactive communication and provide accurate, complete information using appropriate methods and tools.
• High attention to detail and ability to meet or exceed SWI Assessment goals and expectations.
• Proficiency with Microsoft Office Suite.
• Customer orientation and ability to adapt and respond to different personalities.
• Ability to understand customer needs and work consultatively to meet and exceed expectations.
• Ability to handle complaints and provide appropriate solutions and alternatives within specified time limits and Enterprise Accounts CSS DOA, follow up to ensure resolution, and maintain accurate records.
• Ability to sit, stand, and walk in an office environment and be on the phone for the majority of the business day.

Nice To Haves

• College degree.
• Minimum three years of relevant experience.
• WillScot experience.
• Salesforce and SAP experience.
• Familiarity with CRM systems, GetPaid, Feith, and On Base.

Responsibilities

• Serve as the primary point of contact for customer transactions from order initiation through return, managing assigned primary and secondary customer accounts.
• Process transactional orders accurately.
• Obtain and process signed lease, sale, contract, purchase order, subcontract, equipment schedule, and Bare Rental Agreement documentation through relevant systems, encouraging use of DocuSign.
• Collect accurate insurance certificates or ensure customers are enrolled in WillScot’s Loss Damage Waiver and/or General Liability Insurance program.
• Obtain pending orders through Big Machines as required and upsell value-added products and services when possible.
• Verify and update customer account information, including invoicing email addresses, ACH payment ability, transmittal rules, and required electronic documentation.
• Request manual invoices and process credit card or check payments to meet credit requirements.
• Communicate delivery date options and conduct pre-delivery confirmation calls seven days beforehand to confirm acceptable site conditions.
• Confirm delivery, initiate billing or orders, and provide post-delivery follow-up.
• Manage billing cases involving invoice, lease extension, or dispute concerns.
• Initiate unit pickup, communicate pickup dates, determine early termination liabilities, bill damages, complete off-rent processes, and update WillScot systems.
• Proactively contact customers with fees or disputes on the third invoice, approximately 65 days after unit delivery.
• Manage service requests in CRM, triage and resolve issues by phone where possible, create service tasks, communicate schedules, and follow up after completion to confirm resolution and billing where required.
• Provide general customer success support, including handling incoming calls, discussing lease renewals, coordinating onsite takeovers and relocations, processing change requests and expired purchase orders, following up on credit denials, answering invoice questions, processing payments, and escalating issues to specialists.
• Strive for first-call resolution of customer questions and requests.
• Use Net Promoter System feedback to provide timely correspondence and address internal issues.
• Build and maintain relationships with external and internal customers at all organizational levels.
• Meet key performance indicator goals for Enterprise Customer Success Specialists.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Paid time off, including company holidays
• Tuition reimbursement
• Retirement savings plan with company match
• Variable pay opportunities, which may include commission, bonus, performance rewards, or other incentive programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED