Client Success & Operations Coordinator

Client Success & Operations Coordinator (Remote)

Position Overview

• Role Purpose: Serve as the central communication and operational hub for the businesshandling front-line customer service routing incoming phone traffic coordinating production workflows and administering municipal permits.
• Employment Type: Full-Time Independent Contractor (Offshore)
• Schedule Alignment: Strict full-day alignment with the clients localized US business hours (handling live customer calls and real-time team routing).
• Approved Regions & Monthly Budgets:
  • Latin America (LATAM): $1700 $2000 USD / month

Why This Role Exists

Our client is a fast-growing high-volume commercial sign and visual production company. From 4 x 6 commercial real estate For Sale/Lease signs to complex structural storefront displays and vinyl banners our business runs on flawless execution tight timelines and heavy client communication.

We are hiring a dedicated full-time Customer Service & Operations Coordinator. You will act as the central anchor of our day-to-day operations handling our front-line client phone traffic managing specific repeat commercial real estate portfolios and ensuring projects move seamlessly from an initial customer inquiry all the way through municipal permitting production installation and final invoicing.

Key Responsibilities & Scope of Work

1. Front-Line Live Customer Service & Phone Operations

• Live Phone Operations: Serve as the primary face and voice of our digital phone system during active US business hours. You will answer incoming calls live deliver exceptional customer service triage client needs take accurate messages and rapidly route requests to the appropriate internal team members.
• Lead Inbox Monitoring: Maintain a hyper-responsive watch over our central corporate inbox identifying incoming sales leads flagging critical customer inquiries and initiating prompt discovery outreach.

2. Project Coordination & Commercial Order Processing

• Order-to-Invoice Execution: Personally own the 5-step project coordination workflow for our repeat commercial real estate client portfolios:
  1. Intake incoming signage or banner orders and extract technical specifications.
  2. Input data accurately into our central quoting system to generate client-facing pricing.
  3. Compile and deliver digital design proofs to the client for structural and aesthetic approval.
  4. Coordinate directly with our in-house production and installation crews to schedule manufacturing.
  5. Upon installation completion package and send the final invoice database files alongside a completion photo to the customer.
• End-to-End Project Tracking: Shepherd assigned general leads through our entire custom project lifecycle maintaining proactive customer service communication from inception to final delivery.

3. Municipal Permitting & Regulatory Administration

• Permit Lifecycle Management: Research prepare file and track municipal sign permit applications across various local government jurisdictions.
• Compliance Documentation: Coordinate with clients and internal teams to gather structural drawings property authorizations and engineering notes required to clear regulatory hurdles before production begins.

4. General Administrative Support & Financial Hygiene

• Accounts Receivable (AR) Follow-up: Monitor aging invoice ledgers and conduct professional systematic administrative outreach to outstanding accounts to collect past-due balances.
• Project Close-Out Operations: Issue formal product warranty letters to corporate clients immediately following the successful close of completed installation jobs.
• Organic Digital Support: Execute light structured administrative updates to our organic social media channels showcasing completed high-profile installations and client success photos.

Job Requirements

What We Are Looking For

• 24 Years of Cross-Functional Operations Experience: Proven background operating as a Customer Service Representative Project Coordinator or high-level Administrative Assistant within an industrial manufacturing construction real estate or print/signage environment.
• Elite Verbal & Written English: Because you will be answering live US customer phone calls throughout the day you must possess flawless clear and highly articulate spoken English skills.
• Nice to Have: Direct sign-industry experience; next best would be experience in a speciality contractor setting that is project-based.
• The Air Traffic Controller Persona: Hyper-organized coordination-focused and intensely reliable. You are someone who can handle a ringing phone an incoming email and an active production deadline simultaneously without breaking stride.
• Systems & Data Agility: High comfort level navigating modern remote tech stacks including cloud-based ERP/quoting software project management boards (e.g. ClickUp or Asana) VOIP phone systems and digital permitting portals.
• Professional Persistence: Comfortable and diplomatic when conducting outbound collections (AR) calls or chasing down municipal clerks for pending permit approvals.

Why Join Our Team

• Deep Operational Trust: This is not a hidden back-office data entry job. You are the literal face and voice of our brand to our clients and production teams.
• Dynamic Varied Work: Skip the monotony of repetitive tasks. You will touch customer service design coordination project management law/permitting and administrative finance every single day.
• Long-Term Partnership: We value operational loyalty and are looking for a long-term partner who wants a stable professional home where they can grow with us as our company footprint expands.

Required Experience:

IC