Service Agreement Coordinator at Zonatherm Products, Inc – Buffalo Grove, Illinois

JOB SUMMARY

The Service Agreement Coordinator is a Level II sales operations and customer success role focused on?end-to-end?administration and commercial stewardship of manufacturer and customer service agreements. This role sits one level above the Customer Success Coordinator and serves as the primary owner of agreement setup, operational execution, renewals, profitability analysis, and cross functional issue resolution. The position?ensures?reliable CRM and ERP data, supports forecasting, and delivers an elevated customer experience for both new and renewal agreements.?

ESSENTIAL RESPONSIBILITIES

Agreement Setup & Administration?

• Review/evaluate contracts to?identify?where escalation to compliance is?required.?
• Receive new and renewed service agreements and complete?accurate?setup in CRM and ERP (NetSuite) with correct costing, site, asset, and seller attribution.?
• Ensure agreement records include detailed schedules, KPIs, access requirements, and technician preferences.?
• Maintain audit-ready records and documentation for each agreement lifecycle phase.?

Service Delivery Coordination?

• Oversee the handoff of?service scheduling and dispatch with Service Coordination and Field Service Managers to meet contractual SLAs.?
• Monitor/Track?open preventative maintenance (PM) cases in real time; escalate and resolve blockers to achieve planned completion goals.?

Financial Stewardship & Commissioning?

• Prepare?accurate costing?analysis, track estimates vs. actuals, and provide regular profitability reporting for agreements.?
• Perform pre-billing review to handoff to finance for invoicing.??
• Serve as a primary support for commission reporting?for service agreements by?ensuring?correct seller attribution.?

Renewals & Commercial Support?

• Initiate and drive?timely?renewal workflows: produce historical cost reports, documented issues/gains, and profitability inputs to enable competitive rebid decisions.?
• Provide sales with contextualized account history and renewal recommendations to maximize retention and margin.?

Data Management & Reporting?

• Maintain CRM and manufacturer portal data integrity; support routine portal audits, trigger?data cleanup?activities, and?identify?automation opportunities.?
• Produce operational and?ad-hoc?reports to support forecasting, labor planning, and ELT-level reviews.?
• Perform 1st/2nd level auditing of agreement revenue and associated service entries;?identify?discrepancies and drive corrections.?

Customer Communication & Escalation?

• Act as an escalated, knowledgeable point of contact for customer inquiries related to agreements: service schedules, billing, credits, and performance issues.?
• Proactively communicate site access requirements and service expectations; coordinate cross-functional?follow-up?and provide escalation summaries to stakeholders.?

Process Improvement & Enablement?

• Document and refine standard operating procedures;?lead?small process improvement initiatives to standardize agreement workflows and portal interactions.?
• Train and support Customer Success Coordinators on agreement-related activities and knowledge transfer.?
• Partner with System?Ops, Finance, Warehouse/Parts, and Manufacturers to resolve systemic issues and enable scalable processes.?

Core Outputs / Deliverables?

• Accurate, audit-ready agreement records in CRM/NetSuite and manufacturer portals?
• Monthly profitability and commission variance reports for agreement portfolios?
• Renewal readiness packages with historical performance and recommendations?
• Escalation summaries and resolution handoffs for complex customer issues?

QUALIFICATIONS:

• Education: High school diploma or GED?required.
• Experience: 2 years in service agreement administration, customer success, sales operations, or similar commercial operations role.
• Systems:?Proficiency?with Microsoft Excel, Outlook; experience or proven ability to learn NetSuite and CRM/portal tools.?
• Other:?Demonstrated?ability to synthesize operational and financial data, coordinate?cross functional?teams, and manage multiple concurrent agreements.?

?PREFERRED QUALIFICATIONS:

• Education: Associate degree in Business, Finance, or related field preferred.?
• Experience: 4 years in service agreement administration, customer success, sales operations, or similar commercial operations role. Experience with agreement costing, billing, or commission reporting?strongly?preferred.?

WORK AND TRAVEL REQUIREMENTS:

• Physical Demands:?This position requires the ability to operate within an office environment and occasionally lift and/or move up to 10 pounds. Reasonable accommodations will be provided aligned with current federal and state regulations upon request.??
• Work Environment:?This job generally operates in a professional clerical, office setting. This role routinely uses standard office equipment such as computers, phones, adding machine, postage machine and photocopiers. ?
• Position Type and Expected Hours of Work:?This is an hourly, full-time hybrid role (2-3 days in office), operating Monday-Friday with a one (1) hour unpaid lunch.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without prior notice.?

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.