Customer Success Coordinator

About Cheeta

Cheeta Teamwear is a custom apparel and merchandise provider proudly supporting 

businesses and sports clubs across Australia. We go beyond simply supplying uniforms—

offering high-quality, custom-designed solutions that help our clients stand out and succeed.

Driven by our core values—dynamic, honest, approachable, and energetic—we bring passion 

and reliability to every project. At Cheeta, we’re not just creating apparel—we’re building 

long-term partnerships and raising the standard of what great service looks like.

Role Purpose

The Customer Success Coordinator plays a critical role in ensuring every Cheeta customer has 

a smooth, confident, and successful experience from order approval through to delivery and 

post-sale follow-up.

This role requires exceptionally high attention to detail, the ability to rapidly switch between 

priorities while maintaining accuracy, and a strong ownership mindset. The successful 

candidate proactively identifies risks before they impact customers, resolves issues quickly, 

and continuously improves systems and workflows to set both customers and Sales Account 

Managers up for success.

This is a hands-on role for someone who thrives in a fast-paced environment, takes pride in 

getting things right, and understands that operational excellence directly drives customer 

loyalty, repeat business, and sales performance.

Position Summary

The Customer Success Coordinator acts as the trusted owner of the post-sale customer 

experience, ensuring delivery, confidence, and advocacy at every stage.

By acting as the central link between customers, Account Managers, Production, Supply Chain, 

and Warehouse, this role removes friction for customers and enables Sales teams to focus on 

relationship growth—knowing execution and delivery are in safe hands.

Key Responsibilities

Customer & Order Success

• Own the post-sale customer journey from order approval through to successful dispatch and delivery.
• Manage and track all order approvals, ensuring customers clearly understand artwork, specifications, quantities, lead times, and next steps.
• Review purchase orders for accuracy (pricing, quantities, products, artwork requirements, delivery expectations) to protect customer outcomes and business margin.
• Send artwork sign-offs and approval documentation to customers and proactively follow up to prevent delays.
• Confirm dispatch addresses, delivery requirements, and special instructions prior to warehouse processing.
• Ensure all orders are financially cleared prior to dispatch, avoiding last-minute friction for customers or Sales.
• Act as the primary escalation point for order-related issues, taking ownership of decision-making, resolution, and customer communication.
• Champion the Quality Control workflow, contributing to fewer incidents, faster delivery, and higher customer confidence.

Sales Enablement & Internal Support

• Set Account Managers up for success by ensuring orders are clear, complete, and production-ready.
• Remove operational friction from the Sales process so Account Managers can focus on relationships and growth.
• Proactively flag risks, unclear expectations, or repeated issues to Account Managers and the GM early.
• Maintain calm, solutions-focused communication during challenges to protect customer relationships and brand trust.

Systems, Portals & Administration

• Create and maintain customer ordering portals, partner storefronts, fundraising pages, and club re-order portals to make re-ordering simple and frictionless.
• Order plain stock for decoration, coordinating with suppliers to ensure correct timing and availability.
• Provide general administrative and operational support across the business, including direct support to the GM as required.
• Manage front-of-house and phone coverage, resolving customer queries proactively through conversation rather than email alone.
• Assist with supplier communication, inbound queries, and follow-ups to keep workflows moving smoothly.

Samples Management & Sales Enablement

• Own and maintain Cheeta’s samples database to ensure it is accurate, current, and easy for Sales to use.
• Track incoming and outgoing samples, including product details, decoration methods, suppliers, and availability.
• Ensure samples are clearly labelled, organised, and aligned to current sales priorities and key customer segments.
• Proactively identify gaps in the samples range and recommend additions that better support Account Managers in winning and upselling deals.
• Coordinate sample requests for Account Managers and customers, ensuring fast turnaround and clear expectations.
• Treat the samples system as a core sales enablement tool that supports confident recommendations and improved close rates.

Post-Sale Customer Care & Advocacy

• Own post-delivery follow-up to ensure customers are satisfied with their order, experience, and final outcome.
• Proactively check in with customers after delivery to confirm quality, fit, timing, and overall satisfaction.
• Identify and resolve post-delivery issues quickly to protect long-term relationships and brand trust.
• Nurture positive customer experiences into Google Reviews
• Treat customer feedback and reviews as a growth lever, strengthening Cheeta’s credibility, referral pipeline, and sales conversion.
• Feed recurring insights and feedback back to the GM and leadership team to support continuous improvement.

Key Performance Indicators (KPIs)

• Accuracy and completeness of order reviews and production readiness.

• Timely, consistent progression of HubSpot tickets through required stages.

• Clear, proactive communication with customers and internal stakeholders.

• Reduced avoidable errors, incidents, and delivery delays.

• Accuracy and upkeep of the samples database.

• Fast, reliable fulfilment of sample requests for Sales and customers.

• Consistent completion of post-sale customer follow-ups.

• Growth in Google Reviews driven by customer success activity.

• Positive feedback from customers, Account Managers, Production, Supply Chain, and Warehouse teams.

Required Skills & Experience

Technical Skills

• CRM experience (HubSpot preferred).

• Experience viewing or working alongside accounting systems (e.g. Xero).

• Strong understanding of structured workflows and operational systems.

• Ability to self-manage basic tech and system troubleshooting.

• Proficiency with Microsoft Office or Google Workspace.

Experience

• Completion of a university degree (required).

• Suitable for junior or senior candidates with exceptional attention to detail.

• Experience in customer success, operations, administration, or service-based roles highly regarded.

Behavioural & Cultural Expectations

• Calm, confident communication under pressure.

• Exceptional attention to detail and pride in accuracy.

• Proactive, solutions-focused mindset.

• Strong ownership and follow-through.

• Honest, grounded communication style.

• Relationship-driven approach with customers and internal teams.

• Commitment to continuous improvement and operational excellence.

Reporting Structure

• Reports to: General Manager

• Works closely with: Account Managers, Production, Supply Chain, Warehouse 

Manager, and Leadership Team

Career Path & Development

This role includes a clear progression roadmap across Customer Success and Operations:

• Customer Success Coordinator → Customer Success Manager

• Operations Coordinator → Operations Lead → Operations Manager

• Specialisation opportunities in Production, Supply Chain, or Partner Support

• Future leadership opportunities as Cheeta continues to grow