Turf Team Coordinator - Customer Care

Job Title

Position Overview:

The Turf Team Coordinator serves as the central coordination point for the Turf customer care team within Shaw Industries' Commercial Customer Care organization, working at the intersection of Shawgrass customers, 3PL partners, Shaw Sports Turf, Watershed, and Southwest Greens. The position will work with outside vendors and internal teams as well. This role owns escalations through resolution, manages a portfolio of high-value Turf accounts, and keeps the team trained, informed and ready for every product launch. By combining hands-on service with reporting, process improvement and meeting facilitation, the coordinator ensures a seamless, consistent experience for everyone who depends on Shaw's synthetic turf business.

Responsibilities:

• Coordinate all Turf escalations from intake through final resolution, serving as the single point of contact for customers and internal stakeholders.

• Investigate root causes across order, shipping, product and billing issues, engaging sales, operations, quality and credit teams as needed.

• Track open escalations, communicate status proactively, and confirm that each case is closed to the customer's satisfaction.

• Serve as the primary customer care escalation point for all 3PL partners, supporting shipment scheduling, delivery issues, claims, and documentation.

• Coordinate Turf outside-vendor requests, ensuring requirements and timelines are fulfilled.

• Monitor partner and vendor performance and raise service gaps with the appropriate internal owners.

• Manage designated Shawgrass accounts with high recurring revenue, acting as their dedicated customer care contact.

• Partner with sales and the Business Manager to anticipate account needs and resolve issues before they escalate.

• Assist with operational reporting, including escalation volumes, service levels, account activity and partner performance.

• Maintain accurate data tracking in Excel and company systems, identifying trends that inform leadership decisions.

• Initiate, schedule and coordinate training for all Turf customer care roles, including new-hire onboarding and refresher sessions.

• Develop and maintain training materials, job aids and procedure documentation that reflect current Turf processes.

• Assess training effectiveness and identify skill gaps across the team.

• Coordinate customer care processes and readiness for Turf product launches, ensuring systems, procedures and team knowledge are in place before go-live.

• Support innovation in workflows and service platforms, recommending and testing improvements that increase efficiency and the customer experience.

• Facilitate team and cross-functional meetings, preparing agendas, capturing decisions and following up on action items.

• Provide backup support to Turf roles as needed to maintain service continuity.

Position Requirements:

• High School Diploma/GED required.

• Experience: Three or more years of experience in Business-to-business (B2B) customer support or customer operations experience, ideally involving order management, account support, logistics, billing, scheduling, or cross-functional issue resolution.

• Strong Microsoft Excel skills and working knowledge of Salesforce and Smartsheet.

• Clear, professional written, and verbal communication with customers, partners, and all levels of the organization.

• Proven problem-solving ability, with sound judgment under time pressure and competing priorities.

• Ability to work in a hybrid office environment with regular use of a computer, phone and video conferencing.

• Ability to travel occasionally for training, customer visits, or partner meetings.

Preference:

• Bachelor's degree in business, supply chain or related field preferred.

• Experience in the flooring, synthetic turf or building-products industry.

• Experience designing or facilitating training for customer-facing teams.

• Exposure to process improvement methods and workflow or system enhancements.

Remote Work Requirements

This position offers remote work flexibility. To ensure a productive and professional work environment, associates must:

• Maintain reliable high-speed internet service with a direct wired connection to support access to Shaw systems
• Have a dedicated, professional workspace that supports productivity and minimizes background noise
• Be able to effectively communicate and collaborate with customers and teammates while working remotely
• Remain available during business disruptions, weather events, schedule changes, or periods requiring additional support

Competencies

• Execute Action Plan
• Influence Others
• Build Customer Satisfaction

• Initiate Action
• Coach and Support

Hours: 8am - 5pm

Location: Remote

Salary Grade: S05

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