Account Coordinator

Account Coordinator

The Account Coordinator is responsible for order processing and all aspects of elite customer service with a focus on profitability and enhancement of relationships. CSS's provide support for the Customer Relations Managers (CRM's) and Sales team when needed.

Key Job Responsibilities

General:

• Answer customer calls and emails
• Participate as part of the reception team in answering and routing companywide phone calls
• Accurately process online and phone sales orders, online account payments and retrieve orders from online portals assigning delivery day and customer support specialist
• Contact existing customers as scheduled to generate sales orders
• Maintain Customer Relationship Management and Financial databases as well as Call Sheets for deliveries.
• Professionally handle customer inquiries and provide resolution or route to appropriate parties as needed. (i.e. product and account information, order tracking, special orders, backorders, damages, errors, collections, etc.)
• Answer customer inquiries regarding online ordering processes, special orders and product lines
• Daily communicate with Customer Relations Managers on customer issues, collection issues, potential business, general tasks, and trends in ordering or product patterns
• Report to supervisor about any circumstances or conditions affecting customer satisfaction
• Maintain in-depth knowledge of products, services and competitors
• Maintain collection efforts including communications with CRM team of circumstances which may impact account payments
• Provide knowledge and understanding of online ordering portals
• Communicate daily with delivery drivers regarding customer issues, damages, delivery errors, and credits
• Accurately enter customer "cases" in SAGE CRM software to document delivery errors, product damages, and credits. Accurately enter damages in FedEx Watch Trio.
• Organize and communicate "Holiday Route Schedules" to specific customer base
• Participate in Safety and Drug-Free Workplace programs and training
• Participate in staff meetings, training, and team building opportunities
• Ensure ongoing development of personal sales and elite customer service skills; specifically striving to meet or exceed customer expectations
• Abide by company Values and Behaviors
• Support and follow our company's Vision, Mission, Pillars, Employee Guidelines, Policies and Procedures
• Perform other projects, duties and responsibilities as assigned

Unique:

• Maintain local ship-to accounts
• Review sales orders to ensure accuracy and adherence to standard operating procedures
• Handle incoming calls/emails from prospective customers to provide friendly and accurate product and delivery information to secure a sale
• Support sales associates with prospective and new accounts communication and setup
• Daily Monitoring Overview of deadlines specific to FedEx deliveries
• Maintain customer "pickup" accounts & order processing

Qualifications

College Degree preferred

4 years of experience in the field of sales, account management and/or customer service preferred

Friendly, influential telephone manner

Excellent customer service and communication skills both verbal and written

Possess strong organizational and time management skills

Ability to remain calm and professional in heated situations

Ability to work well with others; a collaborative team player

Critical thinker, who can anticipate customer needs and respond promptly and efficiently

Ability to multi-task in a fast-paced environment

Basic understanding of accounting procedures and strong math skills

Computer skills including Microsoft Word and Excel.

Experience in SAGE 100 and Sage CRM software a plus

Must pass pre-employment testing (pre-employment drug screen and background check) and follow all guidelines of the Drug-Free Workplace Program.

Must pass E-Verify screening for eligibility to work in the United States

Relationships Required

Direct communication with customers

Closely work with all Customer Support Specialists (CSS's)

Daily interaction with Customer Relations Managers (CRM's)

Daily interaction with Operations Managers

Daily interaction with Accounting Department

Daily interaction with Delivery Drivers

Periodic interaction with Sales Associates

Periodic interaction with the President and Vice President

Performance Goals/Expected Results Metrics

Orders per day: Timely and Accurate

Error rate: Sales Order Processing

Retention Ratio 95% or Higher

Growth in product lines with existing customers in coordination with CRM's

Product and Personal Skills Training

Submission of Process Improvements