Associate Customer Success

ABOUT THE JOB:The Operations Coordinator is responsible for supporting operating success in the business. The Operations Coordinator provides critical operational and customer service support across all product lines by managing the full lifecycle of service-related activities. This role is responsible for handling inbound emergency and routine service calls, coordinating with branches, and engaging third‑party vendors to resolve customer issues efficiently; Ensuring exceptional service delivery by proactively communicating with internal teams, customers, and partners, building strong relationships rooted in trust and responsiveness.

KEY RESPONSIBILITIES:Safety/EnvironmentSupports regions on Health, Safety and Environment; Conducts business in compliance with all Willscot Safety, Transportation, and Environmental Policies.Supports employee health and safety results through creating a safer workplace, Safety Save, training and observations, and periodic assessments of the branch.Ensures standard work instructions are implemented; supported by robust training and communication actions.Operational Support ActivitiesManage inbound emergency service calls for all productsManage inbound calls and branch notifications for regular service calls for all productsConducting outbound calls to 3rd party vendors and service providers to complete service concerns for customersCollaborate effectively with branch teams to proactively resolve customer service concernsOversee the end-to-end customer service process, ensuring exceptional serviceBuild sustainable relationships and trust with vendors and customers (internal & external) through open, proactive communicationIssue POs within standard response timesTelematics Lynx –Activating & Deactivating accounts based on customer orders and Tableau reportingAdding & Removing fleet to customer accounts based on customer needsCustomer Problem SolvingTelematics Email Inbox MonitoringTriaging to resolve issues over the phone, creating service tasks, communicating with customers when service has been scheduled, and post completion to ensure to issues was resolved satisfactorily and billed if requiredPerform customer follow-up to confirm issues are resolved, gather feedback, and support smooth end-to-end operational processes.Providing general customer service support, including but not limited to, receiving and resolving incoming calls and emailsOversee preventative maintenance for cold units by ensuring annual service is completed promptly and verifying that all equipment is functioning properly.

QUALIFICATIONS, SKILLS & EXPERIENCEGraduate in any discipline with 2+ years of work experience.Proficient in MS Office (Excel, Word, Outlook).Experience working with customers and vendors via phone, email, and virtual meetings.Strong service mindset, active listening, and excellent oral/written communication.Experience in vendor negotiation (pricing, timelines, terms).Ability to meet deadlines and follow instructions in a fast‑paced environment.Strong problem‑solving abilities and a proactive approach.Able to build and maintain trusting vendor relationships through open communication.Skilled at managing multiple, changing priorities.Thrives in a dynamic, time-sensitive, collaborative environment.Strong customer presentation skills and a positive, team‑oriented attitude.Customer-focused, adaptable, and able to engage with diverse personalities.Proficient in CRM tools (e.g., Salesforce); SAP experience is a plus.