Company Overview
Big Joe Forklifts is a leading North American provider of innovative material handling solutions, including purpose-built counterbalanced lithium-ion forklifts and autonomous systems. Since 1951, we have been committed to delivering exceptional engineering expertise, customer service, and comprehensive aftermarket support to our extensive dealer network and clients.
JOB DESCRIPTION
Job Title:
Key Account Services Customer Success Coordinator
Department:
Aftermarket
Reports To:
Vice President, Aftermarket
Location:
Madison, WI
Office Requirement:
Up to 5 days in office
FSLA Status
Hourly
Travel
Up to 10% for company meetings and as needed
Direct Reports
None
Position Summary
The Key Account Services Customer Success Coordinator serves as a key operational partner supporting service/PM escalations, warranty administration, and invoice management for key account customers. This role collaborates cross-functionally with customers, service providers, Accounting, Operations, Warranty, and leadership to ensure urgency, accuracy, operational efficiency, and alignment with customer requirements and company objectives.
This position supports invoicing analysis, billing discrepancy resolution, workflow improvements, and reporting activities that enhance service and financial performance. The role requires strong analytical, organizational, and communication skills, along with the ability to work independently in a fast-paced environment.
Essential Duties & Responsibilities
Invoicing, Warranty & Billing Operations
- Review, validate, and process service provider invoices to ensure accurate billing classification, warranty application, and timely customer invoicing.
- Partner with Warranty, Accounting, and Operations teams to evaluate completed service repairs and determine warranty applicability in alignment with company policies and customer agreements.
- Investigate and resolve billing discrepancies, invoice processing failures, and customer disputes while coordinating resolution across internal and external stakeholders.
- Maintain accurate invoice and billing data within Salesforce and other company systems to support financial reporting, customer billing, and operational visibility.
- Monitor invoice workflows, approvals, and documentation requirements to identify and mitigate billing delays or exceptions.
- Generate and analyze billing reports, invoicing trends, and operational metrics to support customer account performance and management visibility.
- Ensure compliance with customer-specific billing requirements, including contractual pricing, invoice consolidation, and documentation standards.
· Service Coordination & Dispatch Support
- Collaborate with service providers, customers, and internal departments to support efficient invoicing workflows, customer account administration, and service coordination activities.
- Coordinate with third-party service providers to dispatch field technicians for maintenance and repair support as needed.
- Support planned maintenance scheduling and monitor open service requests to help ensure timely resolution and customer satisfaction.
- Support development and improvement of billing and warranty-related processes in partnership with leadership and cross-functional teams.
- Communicate with customers regarding billing timelines, maintenance activity, service updates, and account administration matters.
- Maintain detailed documentation related to customer interactions, invoice activity, dispute resolution, service requests, and operational processes.
- Provide operational support to adjacent departments as needed to ensure continuity of service and customer support.
Process Improvement, Systems & Reporting
- Identify and support implementation of process improvements that increase invoicing accuracy, workflow efficiency, and customer satisfaction.
- Assist with development and maintenance of dashboards, KPIs, and operational reporting related to invoicing performance and account trends.
- Support implementation and enhancement of invoicing tools, customer portals, workflow automation, and ticket management systems.
- Develop working knowledge of adjacent operational functions to support departmental initiatives and operational continuity.
Preferred Qualifications
- 3+ years of experience in invoicing, billing operations, warranty administration, accounts receivable, or customer account support.
- Experience working with Salesforce, ERP systems, invoice management platforms, or customer service systems preferred.
- Strong analytical, organizational, and problem-solving skills with the ability to manage multiple priorities and deadlines.
- Demonstrated ability to collaborate cross-functionally and communicate effectively with internal teams, customers, and external partners.
- Ability to work independently while exercising sound judgment and attention to detail.
- Experience supporting operational process improvements preferred.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Pay: $30.00 - $35.00 per hour
Benefits:
- 401(k)
- 401(k) 6% Match
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
