Account Coordinator

Account Coordinator

Position Title: Account Coordinator Department: Operations Reports To: Director of Client Success Employment Type: Full-time

Position Summary

The Account Coordinator serves as a key liaison between Boxzooka's clients and internal operational teams, ensuring the seamless execution of eCommerce and retail fulfillment services. This role is responsible for managing daily client communications, tracking operational performance, and resolving issues to maintain high levels of customer satisfaction and service excellence.

As part of the Client Experience Team, the Account Coordinator develops strong client relationships and supports cross-functional collaboration between Operations, Transportation, Inventory Control, and Client Success. This position requires strong communication skills, organization, and the ability to manage multiple priorities in a fast-paced, technology-driven fulfillment environment.

Key Responsibilities

1. Client Relationship Management
• Serve as the primary point of contact for assigned client accounts, maintaining consistent communication and support.
• Develop and nurture positive relationships with clients through timely responses and proactive updates.
• Review weekly client forecasts and communicate action plans to Operations teams to ensure deadlines are met.
• Provide exceptional customer service by managing inquiries, escalations, and fulfillment requests efficiently.
• Assist clients with order status updates, inventory questions, and special service requirements.

2. Order & Fulfillment Coordination
• Collaborate with Operations teams to ensure accurate and timely processing of inbound and outbound orders.
• Address order-related issues such as missing inventory, shipment delays, and aged or on-hold orders.
• Coordinate special outbound requests including order cancellations, address corrections, and ship method updates.
• Facilitate transportation requests and track shipments through various carriers (USPS, UPS, DHL, FedEx, RR Donnelley, etc.).
• Assist in managing inbound and inventory concerns, including stock checks, cycle counts, and quality audits.

3. Project & Process Management
• Arrange and oversee client-specific projects, managing timelines, costs, and operational coordination.
• Utilize Boxzooka's global customer service software to manage service tickets and collaborate with partners.
• Support cross-functional teams with data collection, reporting, and issue resolution.
• Assist with ad hoc projects and requests directed by the Director of Client Experience or Site Leadership.

4. Reporting & Communication
• Prepare and distribute client performance reports, tracking KPIs, SLAs, and service metrics.
• Document and maintain records of communications, issues, and resolutions in the CRM system.
• Provide insights and recommendations based on client trends, feedback, and performance analysis.
• Communicate updates and action plans between clients and warehouse leadership teams.

5. Continuous Improvement & Collaboration
• Work closely with Operations, Inventory Control, Transportation, and QA to identify process improvement opportunities.
• Participate in meetings to review client expectations, resolve issues, and streamline operations.
• Support Boxzooka's goal of being a premier fulfillment provider through consistency, transparency, and proactive service.
• Assist in developing internal documentation and process improvements for the Client Experience department.

6. Other Responsibilities
• Perform additional duties as required to support the success of clients and overall business operations.
• Assist in onboarding new accounts, ensuring smooth transitions and operational alignment.

Qualifications and Skills
• Associate or bachelor's Degree preferred (Business, Logistics, or related field).
• 1-3 years of experience in account coordination, client services, or fulfillment operations.
• E-commerce, distribution, or project management experience is a plus.
• Strong written and verbal communication skills.
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Experience using customer management or ticketing systems.
• Excellent organizational, problem-solving, and analytical skills.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Team-oriented mindset with strong collaboration and influence skills.
• Self-driven and adaptable; capable of performing tasks independently with minimal direction.
• English required; Spanish preferred.

Physical Requirements:
• Ability to sit, stand, and walk throughout the day as required between office and warehouse environments.
• Occasional lifting up to 25 lbs.
• Ability to bend, reach, push, pull, and handle materials as needed.
• Must be comfortable working around warehouse operations that can be noisy or temperature-variable.

Visual Acuity Requirements
• Ability to read computer screens, reports, and documentation with accuracy.
• Visual acuity for detailed data entry and document review.
• Ability to observe product and inventory conditions during warehouse visits.

Performance Metrics
• Client satisfaction and retention.
• Response time and resolution rate for client service requests.
• Accuracy and timeliness of reporting and communication.
• Operational efficiency and issue resolution collaboration.
• Contribution to continuous improvement and account growth initiatives.