Customer Success Coordinator

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency.

By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy.  We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.

Role Overview:

As part of the Customer Success Management Team, you will be primarily responsible for processing sales orders to meet customer requirements related to delivery, installation and invoicing our customers. 

The ideal candidate will be detail-oriented and have a passion for providing a phenomenal customer experience.  Strong organizational and communication skills are required, as well as the ability to understand customer orders and associated solutions.  The primary objective is to enter and manage customer orders from Quote to Cash to ensure accuracy and consistency with order data and customer expectations throughout PDI's sales and operations systems.

Additionally, the Customer Success Coordinator will manage assigned customer accounts, to include building relationships with customer contacts, and onboarding new customers

• Responsible for order integrity and timely communication with internal and external customers to resolve any order date alignment issues
• Validate operational readiness of new products and orders
• Ensure that customer orders are updated timely in PDI’s systems
• Create shipping requests in conjunction with customer rollout schedules and requested due dates
• Monitor and manage customer order queues in Salesforce and Outlook
• Review Sales Force opportunities and customer Purchase Orders to ensure alignment with systems and processes.
• Enter and process orders in the OSS and ECM systems, ensuring proper order entry, sales quota management assignment, and order history as it pertains to the integrity of the order
• Enter and manage MACD (Move, Add, Change, Disconnect) requests through appropriate systems and work teams
• Process Transfer of Ownership
• Submit carrier provisioning orders as needed to PDI’s third party network providers
• Escalate issues appropriately and promptly to ensure optimum customer satisfaction
• Effectively set priorities to meet commitments and established departmental goals
• Ensure established processes are followed and adjusted when more efficient ways of working are brought forth
• Maintain complete and accurate order files
• Work closely with Customer Success Managers to onboard new clients and ensure they are set up to succeed with PDI’s products and services
• Responsible for managing assigned customer accounts
• Establish client accounts as needed in PDI’s customer portals
• Other duties and requirements as required

• Effective communicator, strong interpersonal skills, and excellent team player
• Comfortable multi-tasking and problem solving in a fast paced, high growth environment
• Excellent writing and grammar skills are essential
• Ability to prioritize work and meet the simultaneous requirements of multiple projects and customers.
• Strong organizational skills
• Self-motivated
• Ability and desire to thrive in a high-pressure, growing, client-services entrepreneurial remote work environment
• Outstanding skills with Microsoft Office applications (Excel, Word, Outlook, PowerPoint)
• Ability to learn new systems quickly
• Familiarity with Smartsheet, Confluence, JIRA and Lucidchart a plus
• Passion for providing a phenomenal customer experience
• Telecom provisioning background helpful but not required
• Project management experience helpful
• Must be flexible, willing to learn new skills and open to change
• Must be willing to work overtime hours as needed

PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career.  This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements.  Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.