Customer Account Coordinator

Job Summary/Purpose

The Customer Account Coordinator serves as the direct link between end-use customers and Magris Talc internal teams, including sales representatives, finance, warehouses, and plant production personnel. This role also provides essential administrative support to ensure the smooth operation of the plant office and customer service functions.

Key Tasks And Responsibilities

Customer Service Duties

• Support the location health, safety, environmental, and quality programs by participating in their implementation and enforcement, as well as Company policies.
• Process customer orders and communicate needs to internal and external parties.
• Receive orders via mail, telephone, fax, email, or in person from customers or Company employees acting on the customer’s behalf.
• Inform customers of unit prices, shipping dates, anticipated delays, and other relevant information.
• Prepare order forms and verify all customer order details, including pricing, freight, and packaging.
• Provide documentation to location personnel for proper production, packaging, and shipment of products.
• Coordinate or assist in coordinating truck and rail transportation activities to ensure cost-effective product delivery.
• Maintain accurate customer service records, including customer-specific instructions and order information.
• Provide information on product orders or transportation matters to customers, claimants, carriers, employees, and sales representatives.
• Assist in investigating damage claims involving transportation of finished products or crude and recommend corrective actions.
• Collaborate with the Logistics group and plant operations/quality personnel to resolve issues related to transportation and customer service.
• Participate in corrective action teams and implement recommended plans within areas of responsibility.
• Maintain courteous and professional relationships with customers, carriers, sales representatives, operations personnel, and team members.
• Demonstrate service behaviors, including following through on commitments, attention to detail, proactive problem-solving, and continuous improvement.
  
  

Administrative Support Duties

• Perform general office duties such as greeting visitors, filing, copying correspondence, and distributing mail and faxes.
• Complete Certificates of Analysis related to product quality and distribute related paperwork.
• Assist in planning and preparing for trainings, meetings, gatherings, and company-sponsored events.
• Requisition and receive orders for general office and cleaning supplies and maintain inventory records.
• Answer the main phone line and serve as primary contact for miscellaneous telephone inquiries.
• Provide backup support to other customer service representatives and administrative staff as directed.
• Perform varied duties related to product shipments, including handling shipping paperwork and freight support.
  
  

Other Important Functions

• Coordinate customer rush orders with production and logistics to ensure timely delivery.
• Monitor and communicate shipment delays; offer alternative solutions when possible.
• Manage quality issues by receiving complaints and initiating the proper company response, including resupply, credit, and/or investigation
• Analyze product and customer order patterns to identify non-standard products or low-volume customers, directing them to appropriate Magris resources.
  
  

JOB SPECIFICATIONS

Education And Experience Requirements

• Associate’s degree or equivalent (bachelor’s degree preferred) or equivalent combination of education and experience.
  
  

Knowledge, Skills, Abilities, And Other Characteristics

• Commitment to workplace safety and world-class health, safety, and environmental performance.
• Dedication to understanding customer expectations and using feedback to improve products and services.
• Ability to establish and maintain effective relationships with customers and vendors, gaining trust and respect.
• Strong work ethic, attention to detail, and dedication to achieving high standards of performance.
• Ability to maintain confidentiality, admit mistakes, and accept challenges.
• Respect for diversity, including cultures, races, ethnic backgrounds, and languages.
• Clear and accurate written and verbal communication appropriate to audience and situation.