Customer Solutions Coordinator (Builders & Contractors)

Department: Sales & Customer Service

Reports To: Managing Director

Salary: $50,000 – $60,000

Role Purpose

The Customer Solutions Coordinator - Builders & Contractors is responsible for serving and growing relationships with builders, roofing contractors, exterior contractors, general contractors, and multifamily customers.

This role provides responsive service, coordinates quotes and orders, develops customer relationships, and completes outreach that helps customers succeed and supports our client's growth.

Core Accountabilities

1. Customer Service & Relationships

· Be the primary contact for assigned builder and contractor customers.

· Respond quickly and professionally to questions, requests, and concerns.

· Build strong relationships by understanding each customer's business and projects.

· Follow issues through to resolution.

2. Quotes, Orders & Project Coordination

· Prepare accurate quotes and enter customer orders.

· Confirm requirements, drawings, pricing, lead times, and delivery details.

· Coordinate customer needs with Planning, Operations, and Shipping.

· Communicate changes, risks, and commitments clearly.

3. Account Growth & Outreach

· Identify opportunities to grow existing customer accounts.

· Complete regular follow-up and proactive customer outreach.

· Develop new relationships within the builder and contractor segments.

· Support site visits, project reviews, samples, and product discussions as required.

4. CRM & Commercial Discipline

· Maintain accurate customer, quote, opportunity, and activity information in the CRM.

· Follow the company sales and service process.

· Manage priorities and follow-up commitments consistently.

· Share customer and market information with the Customer Solutions Leader.

5. Customer Experience & Improvement

· Look for ways to make ordering and working with our client easier.

· Gather customer feedback and communicate improvement opportunities.

· Support product, service, and process improvements.

Success Measures

The Customer Solutions Coordinator - Builders & Contractors is successful when:

· Customers receive responsive and reliable service.

· Quotes and orders are accurate and completed on time.

· Customer commitments and follow-ups are consistently met.

· Existing customer accounts grow.

· New target relationships and opportunities are developed.

· CRM information is current and accurate.

· Customer issues are resolved quickly.

· Customers view our client as easy to work with.

Key Competencies

· Customer Focus

· Communication

· Relationship Building

· Sales & Service Mindset

· Attention to Detail

· Organization

· Accountability

· Problem Solving

· CRM Discipline

· Continuous Improvement

What Good Looks Like

A successful Customer Solutions Coordinator - Builders & Contractors:

· Owns the customer relationship from inquiry through follow-up.

· Makes customers feel supported, informed, and valued.

· Balances excellent service with proactive account development.

· Understands customer projects and anticipates needs.

· Communicates clearly with customers and internal teams.

· Takes ownership of details and follows through.

· Actively makes exterior building products easier for customers.