Account Coordinator

Job Title: Account Coordinator – Diagnostic

Job Summary

As a member of the Account Coordinator team, the primary responsibility of this position is to provide exceptional customer service to Avante Diagnostic’s customer base for all parts and service requests, while also supporting Sourcing, Accounting, Sales and Field Engineers. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.

Essential Job Functions & Responsibilities

• Answer incoming customer calls, providing professional responses, recommendations, and guidance regarding Diagnostic processes and capabilities.
• Create and distribute quotations or advise customers on pricing and availability for parts and services.
• Generate quotations for onsite service needs using information from FSEs, internal technical support, and sales teams.
• Collaborate with Customers, Field Service Engineers (FSEs), in-house technicians, Sales Representatives, and other Customer Operations Representatives to move all order types to completion and invoice.
• Follow up on missing or invalid Purchase Orders, involving additional parties as needed.
• Convert won quotes into sales or service orders; track shipments or service orders to confirm customer satisfaction and document comments.
• Determine contract eligibility for service/repair events or purchases by reviewing serial numbers and active customer contracts.
• Ensure orders entered by ERP software (e.g., Acumatica) are accurate, including pricing, shipping information, part numbers, contract affiliation, T&L hours, and billing information.
• Work directly with the Sourcing Department to obtain needed parts for customer service needs.
• Follow up and process all non-conforming items.
• Collaborate with the Customer Administration Management (CAM) team on billing, payment questions, and new business account reviews.
• Set up new business accounts for Diagnostic orders using ERP software and obtain customer signoffs, credit applications, sales tax exemption forms, and other required information.
• Notify CAM team of new account setups and request customer reviews.
• Identify areas for cost reduction within processes and escalate opportunities to management.
• Report quality issues to the QC team, work with customers to resolve issues, and schedule follow-ups as necessary.
• Comply with policies, guidelines, and regulatory requirements per ISO:13485:2016 standards and the Company’s Quality Management System.
• Demonstrate excellent communication and interpersonal skills to interact effectively at all levels of the organization.
• Help identify continuous improvements in purchasing and administrative processes to promote efficiency.
• Perform other duties as assigned, adhering to company policies and safe practices.
  
  

Experience/Training/Education

▪ High School diploma required; bachelor’s degree in communications or a similar (relevant) course of study preferred

▪ At least 1 year of customer service, sales, or similar experience in a professional work environment required; at least 3 years of customer service experience preferred

▪ Strong working knowledge of an ERP preferred

Knowledge/Skills/Abilities

General: Exceptional ability to speak and write effectively in a business environment. Ability to maintain an elevated level of accuracy in preparing and entering data. Superb time management and organizational skills with the ability to meet regular and frequent deadlines. Attention to detail required. Ability to work well as a team member. Must demonstrate sound work ethic, flexibility, respectfulness, honesty and trustworthiness.

Must also be punctual and dependable. Must possess cultural awareness and sensitivity.

Technical: Ability to effectively use business software and Enterprise systems, email, search engine, Internet; ability to effectively use Microsoft Products: Outlook, Word, Excel and to use or learn specific software needed to improve productivity.

Communication: Strong oral and written communication skills Ability to read and interpret documents such as sales plans, financial journals, operating and accounting instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers or employees of the organization. Ability to read through reporting and compliance requirements.

Math & Reasoning: Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to carry out instructions furnished in written, oral, or diagram form. Ability to manage multiple projects simultaneously and willingness to adapt to change and take the initiative.

Physical and Environmental Elements

Physical Demands: Ability to sit continuously for over 3/4 of normal work shift, and stand, walk, and reach with hands and arms for at least 1/4 of the normal work shift. Ability to climb stairs. Ability to lift and carry, push or pull up to 20 pounds for several minutes. Ability to stoop, crouch and reach. Ability to talk or hear continuously. Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less). Finger dexterity is required frequently for over 3/4 of the normal work shift.

Work Environment: Position is typically performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone); however, will often interact with the production/warehouse environment. Thus, the employee works in a normal office setting and will travel to an open warehouse area where temperatures are subject to outdoor conditions in terms of cold and heat. There is exposure to various tools and equipment as well as forklift operations and corresponding noise levels.

Special Requirements

▪ Driving record that is insurable

Company Culture

Avante is committed to a respectful and purposeful work environment; this includes each team member taking responsibility for the greater good of the company and its goal to provide exceptional products and service, and to create a sustainable future for the company and its employees. Each team member is expected to strive for excellence in all aspects of their work, as well as actively engage in productive work.

Additionally, Avante is an Equal Opportunity Employer; we proudly promote a diverse workforce and do not discriminate. We encourage all employees and applicants who meet the position requirements to apply for advancement within the organization regardless of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Harassment or inappropriate behavior of any kind is not tolerated and could be grounds for termination.

If assistance or accommodation is needed due to a disability, please discuss it with the hiring manager