Account Coordinator

Position Overview

The Account Coordinator plays a critical support role for RPS Account Managers by ensuring day-to-day customer interactions, order processing, and administrative tasks are handled accurately and efficiently. This role serves as a primary point of contact for end users ordering through RPS webstores, phone, and email, while supporting Account Managers with order status, reporting, and client follow-up needs.

Additionally, the Account Coordinator owns a small “RPS Direct” book of business, including management of its automated e-commerce platform, ensuring smooth operations, accurate order fulfillment, and a high-quality customer experience.

The Account Coordinator helps enhance the overall client experience by making it easy for client employees to do business with RPS, while allowing Account Managers to focus on strategic account management, relationship development, and growth initiatives.

Primary Purpose

To deliver consistent, friendly, and accurate service to client end users while providing operational and administrative support to Account Managers. This role contributes directly to client satisfaction, program integrity, and efficient account execution, including ownership of the RPS Direct e-commerce platform.

Key Responsibilities

Customer & End-User Support

• Respond to inbound calls and emails from client employees seeking assistance with webstore ordering, product questions, and general support
• Assist customers with order placement, returns, exchanges, and basic troubleshooting
• Update end-user account information within customer webstores as needed
• Provide clear, professional, and solution-oriented communication to all customers

RPS Direct Book of Business Ownership

• Manage a small, self-contained book of business under the RPS Direct program
• Oversee day-to-day operations of the automated RPS Direct e-commerce platform
• Ensure orders, returns, and exchanges are processed accurately and efficiently
• Maintain strong client satisfaction and engagement with the RPS Direct accounts
• Track account performance and communicate relevant updates to leadership as needed

Account Manager Support

• Support Account Managers by:
• Looking up order status, shipment details, and delivery timelines
• Entering and receiving orders as directed
• Following up on customer questions or issues requiring resolution
• Gathering basic information from clients regarding upcoming orders or needs
• Perform administrative and coordination tasks that allow Account Managers to focus on strategic client engagement

Order Processing & Returns

• Process product returns and replacement orders accurately and efficiently
• Maintain inventory integrity by following established return and replacement procedures
• Coordinate with internal teams to ensure timely resolution of order-related issues

Reporting & Documentation

• Generate and distribute daily or periodic call and activity reports using internal systems and Excel
• Ensure accurate documentation of customer interactions and actions taken
• Share relevant insights or recurring issues with Account Managers and other departments

Team & Process Support

• Participate in Customer Relations team meetings and contribute to discussions
• Support ongoing quality improvement efforts by identifying process gaps and suggesting improvements
• Assist Customer Relations leadership with system enhancements, documentation, and workflow improvements

Occasional & Project-Based Support

• Assist owners, Account Managers, and sales team members as requested
• Participate in team projects related to client activity analysis, reporting, or process evaluation
• Support cross-department initiatives tied to customer experience and operational efficiency

Qualifications

Required

• High school diploma or equivalent
• Strong verbal and written communication skills with a professional, customer-focused tone
• Friendly, dependable, and solutions-oriented demeanor
• Ability to work efficiently in a fast-paced, service-driven environment
• Proficiency with Windows-based applications, including Excel
• Strong attention to detail and accuracy

Preferred

• College degree or coursework
• Two or more years of customer service, account coordination, or office experience
• Experience working in a multi-department or cross-functional environment
• Strong organizational and time-management skills
• Ability to manage multiple tasks simultaneously with consistent follow-through
• Proficiency in Spanish
• Strong data entry and basic math skills
• Strong writing skills for email and internal communication