Customer Happiness Coordinator - Brock USA

About Brock USA

Brock USA is the industry leader in innovative shock pad systems and sustainable infill solutions for athletic fields and landscape applications. Driven by an athlete-first approach, Brock is committed to creating safer, higher-performing, and more sustainable recreational surfaces around the world.

Position Summary

Brock USA is seeking an energetic, customer-focused professional to join our Customer Happiness Team (CHT). This role is ideal for someone who enjoys building relationships, supporting customers and sales teams, solving problems, and ensuring a seamless experience from quote to delivery.

As a Customer Happiness Coordinator, you will serve as a key link between customers, Territory Vice Presidents, manufacturing partners, and internal teams. You will manage quotes, orders, shipments, and project details while delivering exceptional service and support throughout the customer journey. The ideal candidate thrives in a fast-paced environment, is highly organized, communicates effectively, and takes pride in creating positive customer experiences.

Location: Remote (Eastern Time Zone preferred)
Travel: Occasional travel to Boulder, CO for training and team meetings

Key Responsibilities

• Provide exceptional customer service via phone, email, chat, and other communication channels.
• Serve as a primary point of contact for customer inquiries and order support.
• Create and manage project quotes, sales orders, and shipment documentation.
• Support multiple Territory Vice Presidents and sales representatives with customer and project management activities.
• Build strong relationships with customers through proactive communication and follow-up.
• Enter and maintain customer, project, and order information within HubSpot CRM.
• Coordinate with factories, freight providers, and internal teams to ensure accurate and timely order fulfillment.
• Communicate order status, shipping details, and project updates to customers and sales teams.
• Manage multiple priorities while maintaining a high level of accuracy, responsiveness, and attention to detail.
• Work collaboratively with team members to continuously improve processes and enhance the customer experience.

Qualifications

• 2+ years of experience in customer service, sales support, account coordination, order management, inside sales, or a related customer-facing role.
• Strong communication and relationship-building skills with a passion for helping customers.
• Ability to manage multiple projects and deadlines in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Proficiency with Microsoft Office applications and CRM systems; HubSpot experience is a plus.
• Self-motivated, adaptable, and comfortable working independently in a remote environment.
• Eastern Time Zone location preferred.

Why Join Brock?

At Brock, you'll be part of a collaborative team dedicated to making athletic and recreational surfaces safer for athletes everywhere. You'll have the opportunity to make a direct impact on customer satisfaction, support a high-performing sales team, and help deliver industry-leading products that make a difference.