Account Coordinator

Description

Position Summary:

The role is responsible for being the primary point of contact between our customers and internal teams, ensuring seamless order management, and exceptional customer service. The Account Coordinator will assist in maintaining strong client relationships, resolving inquires, and coordinating the execution of orders from initiation to fulfillment. 

The Account Coordinator must have a strong background in managing tasks and customer service. The role entails cultivating and maintaining excellent business relationships with internal and external customers, while identifying issues, analyzing information and developing conceptual solutions to complex challenges. 

Key Responsibilities:

• Account Management:
• Maintain internal customer profiles such as contacts, active SKUs, and quotes.
• Manage purchase orders for established customers.
• Collaborate with Planning and Supply Chain teams to ensure orders meet their deadline.
• Effectively communicate and collaborate with internal personnel regarding revisions, such as Bill of Materials (BOM) and artwork updates.
• Manage customer inventory reports.

• Customer Service:
• Establish and maintain strong client relationships.
• Lead customer operations or open order report (OOR) calls and communications.
• Proactively communicate updates on order, deliveries, and any potential delays.
• Schedule and host customer on-site visits.
• Maintain high level of personalized customer service always while setting customer expectations.
• Responsibility for answering customer queries and complaints while dealing with them effectively.
• Regular liaison with internal departments and external customers to ensure that support is as required/expected. 
• Collaborate cross-functionally to implement solutions that enhance the customer experience.

• Order Management:
• Process customer orders accurately and efficiently.
• Monitor order progress to ensure timely delivery and address any discrepancies or issues.
• Manage order modifications or revisions in collaboration with relevant teams.
• Analyze and report on sales order trends and utilize the information appropriately.
• Identify and troubleshoot issues related to orders, shipments, or customer accounts, escalating when necessary.

• Sales Administration:
• Maintain and update price lists and discounts against customer accounts in the company’s ERP system.
• Maintain quotations in accordance with company procedures/guidelines.
• Work closely with the team to cover and assist in the entry of sales orders, acknowledgments and date changes for existing customers and current SKUs. 
• Ensure all project information is appropriately documented and secured.
• Any other special tasks, assignments or projects as requested by the company.

Requirements

Required Skills/Abilities:

• High drive/motivation with the ability to adapt to changing requirements required.
• Excellent written, verbal and interpersonal communication skills.
• Exceptional and professional customer service skills with strong sense of ownership.
• Strong experience analyzing sales data and problem-solving skills.
• Prioritize multiple responsibilities and manage deadlines accordingly.
• Team player, but can excel independently in a fast-paced environment.
• Acute attention to detail and high level of organization and accuracy.
• Ability to work under pressure with no supervision to meet tight deadlines.
• Effectively communicate with customers, clients and all members of organization.
• People management skills (evidence of supporting people in a sales environment).
• Adapt quickly to changing policies and procedures.
• Proficient with Microsoft Office, specifically Excel.

Required Education and Experience:

• Bachelor’s degree in Project Management, Business Administration or Communications.
• 1-3 years of experience in Sales/Customer Service environment.

Preferred Education and Experience:

• 3-5 years of experience in Sales/Customer Service environment.
• 2 years of experience in Account Coordination.

Salary : $50,000 - $65,000