Customer Account Coordinator

Job Description

Job Description

POSITION SUMMARY

A Customer Account Coordinator supports the regional sales team, providing high levels of customer service to Company clients, agents, and affiliates. A Customer Account Coordinator is actively engaged with customers, vendors, and COMPAX’s internal organization in pursuit of exceeding customer expectations. Oversees, manages, and administers the day-to-day transactional relationships between COMPAX and its customers.  A Customer Account Coordinator adheres to customer service policies and procedures to ensure consistent customer service and satisfaction. Resolves major problems with orders, delivery dates, or service. Promptly responds to customer inquiries and requests regarding service, products, and transactional information. Analyzes and rectifies customer concerns using established procedures.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

CORE RESPONSIBILITIES

Customer Support

—      Responsible for maintaining strong and positive customer relationships.

—      Responsible for effectively and promptly communicating with customers.

—      Responsible for establishing reasonable expectations with the customer regarding any open orders and expected shipping/delivery dates.

—      Responsible for notifying the customer of any delays with production, shipping, or delivery in a prompt and timely manner.

—      Responsible for coordinating and communicating with customers regarding any returns or order errors, product rejections, scheduling questions, etc.

—      Responsible for resolving any customer inquiries.

—      Responsible for de-escalating situations by taking a proactive approach to finding a solution.

—      Responsible for prompt and timely follow-up on all customer inquiries.

—      Utilizes superior and proactive listening skills when working with internal and external customers.

Sales Team Support

—      Responsible for creating and submitting sales orders and following through to PO.

—      Responsible for sending the customer an order confirmation via email.

—      Closely monitor the open purchase orders, inventory count, shipping dates, and notify the Sales representative for that customer of any discrepancies, missed shipping dates, etc.

—      Review and audit open sales orders and POs on at least a bi-weekly basis.

—      Responsible for managing new projects by sourcing samples, processing customer sample approvals, overseeing color matching, and requesting pre-production samples.

Shipping

—      Responsible for the tracking and coordination of all freight approvals with both the COMPAX Warehouse Manager for domestic shipments and outside vendors for international shipments.