What are the responsibilities and job description for the Customer Success Coordinator position at Flooded Screen Prints?
(Full-Time Flooded Screen Prints, Sanford, NC)
**About the Role**
The Customer Success Coordinator is the front line of communication between Flooded Screen Prints and our customers. This role ensures every customer has a smooth, stress-free experiencefrom the first inquiry, to quote approval, to order completion. Youll manage customer expectations, maintain organized communication, and ensure each order flows accurately into production.
You are the customers advocate inside the shop and the teams support on the outside.
**
Key Responsibilities**
Customer Communication and Support
Serve as the primary point of contact for all customer questions, updates, and support needs.
Respond to emails, phone calls, text messages, and walk-ins promptly and professionally.
Maintain Floodeds brand tone: friendly, helpful, informal, but clear.
**Quote and Order Management**
Gather accurate job details from customers and enter them into YoPrint.
Create and send quotes within expected timeframes.
Follow up on all open quotes until a decision is made.
Confirm payment and move jobs into production once approved.
**Customer Success Monitoring**
Track Customer Status Across All Active Jobs
Quotes sent
Quotes awaiting approval
Jobs in production
Jobs ready for pickup
Jobs completed
Ensure customers are updated at every major stage.
Prevent miscommunication by identifying missing information early and requesting it proactively.
Order Accuracy and File Handling
Verify customer information, job notes, and artwork requirements before sending to production.
Ensure all artwork, mockups, and files are placed in the correct Google Drive folder structure.
Work with the design team to make sure mockups are created on time.
Scheduling, Follow-ups, and Reminders
Add follow-up reminders for customers inside the CRM system.
Schedule internal reminders for any customer needing updates.
Track follow-ups after order completion (thank-you messages, repeat business outreach).
**Production Support**
Communicate customer expectations to production, especially deadlines, special notes, and sensitive details.
Work with the Production Manager when jobs need rush handling or adjustments.
Watch for errors or potential delays and notify customers proactively.
**Customer Experience and Retention**
Maintain a warm, positive, and helpful customer experience.
Follow up after orders to build long-term relationships.
Collect customer feedback to help improve processes.
**Administrative Tasks**
Update YoPrint, Google Drive folders, and the CRM system daily.
Assist with phone messages and ensure accurate information is entered.
Maintain organized customer files and communication logs.
**Required Skills and Qualifications**
Strong communication skillsfriendly, patient, and detail-oriented.
Ability to multitask in a fast-paced, highly dynamic environment.
Comfortable Using
YoPrint
Google Workspace
Slack
CRM tools
JotForm (or similar form platforms)
Excellent organization and follow-up skills.
Customer Service Or Office Admin Experience Preferred.
Screen printing or print shop experience is a major plus but not required.
Success In This Role Looks Like
Customers always know whats happening with their order.
Quotes get followed up on until they or close.
Production has complete, accurate information.
The team communicates smoothly and nothing falls through the cracks.
Customers feel supported, respected, and treated like VIPs.
**About the Role**
The Customer Success Coordinator is the front line of communication between Flooded Screen Prints and our customers. This role ensures every customer has a smooth, stress-free experiencefrom the first inquiry, to quote approval, to order completion. Youll manage customer expectations, maintain organized communication, and ensure each order flows accurately into production.
You are the customers advocate inside the shop and the teams support on the outside.
**
Key Responsibilities**
Customer Communication and Support
Serve as the primary point of contact for all customer questions, updates, and support needs.
Respond to emails, phone calls, text messages, and walk-ins promptly and professionally.
Maintain Floodeds brand tone: friendly, helpful, informal, but clear.
**Quote and Order Management**
Gather accurate job details from customers and enter them into YoPrint.
Create and send quotes within expected timeframes.
Follow up on all open quotes until a decision is made.
Confirm payment and move jobs into production once approved.
**Customer Success Monitoring**
Track Customer Status Across All Active Jobs
Quotes sent
Quotes awaiting approval
Jobs in production
Jobs ready for pickup
Jobs completed
Ensure customers are updated at every major stage.
Prevent miscommunication by identifying missing information early and requesting it proactively.
Order Accuracy and File Handling
Verify customer information, job notes, and artwork requirements before sending to production.
Ensure all artwork, mockups, and files are placed in the correct Google Drive folder structure.
Work with the design team to make sure mockups are created on time.
Scheduling, Follow-ups, and Reminders
Add follow-up reminders for customers inside the CRM system.
Schedule internal reminders for any customer needing updates.
Track follow-ups after order completion (thank-you messages, repeat business outreach).
**Production Support**
Communicate customer expectations to production, especially deadlines, special notes, and sensitive details.
Work with the Production Manager when jobs need rush handling or adjustments.
Watch for errors or potential delays and notify customers proactively.
**Customer Experience and Retention**
Maintain a warm, positive, and helpful customer experience.
Follow up after orders to build long-term relationships.
Collect customer feedback to help improve processes.
**Administrative Tasks**
Update YoPrint, Google Drive folders, and the CRM system daily.
Assist with phone messages and ensure accurate information is entered.
Maintain organized customer files and communication logs.
**Required Skills and Qualifications**
Strong communication skillsfriendly, patient, and detail-oriented.
Ability to multitask in a fast-paced, highly dynamic environment.
Comfortable Using
YoPrint
Google Workspace
Slack
CRM tools
JotForm (or similar form platforms)
Excellent organization and follow-up skills.
Customer Service Or Office Admin Experience Preferred.
Screen printing or print shop experience is a major plus but not required.
Success In This Role Looks Like
Customers always know whats happening with their order.
Quotes get followed up on until they or close.
Production has complete, accurate information.
The team communicates smoothly and nothing falls through the cracks.
Customers feel supported, respected, and treated like VIPs.