Account Management Coordinator

Job Description

Job Description

Position Summary

The Account Management Coordinator provides operational and administrative support to the Account Management department while managing a portfolio of lower-volume customer accounts. This position serves as a key resource for the Account Management team by handling recurring reporting, order processing, load management, and customer support functions, allowing Account Representatives to focus on strategic customer relationships and business growth.

The Account Management Coordinator will work closely with Operations, Inventory Control, and Account Management to ensure accurate and timely execution of customer requirements while maintaining Sonwil's commitment to exceptional customer service.

Essential Duties & Responsibilities

Customer Account Management

• Manage an assigned portfolio of lower-volume customer accounts.
  • EX. Manage an assigned portfolio of lower-volume customer accounts which includes, but not limited to, being the main contact for the customer for order entry, scheduling, general updates, etc.
• Respond to routine customer inquiries regarding orders, shipments, and service requests.
• Provide shipment status updates.
• Process customer requests in accordance with established service level expectations.
• Serve as backup coverage for Account Representatives during planned absences.
• Maintain accurate customer documentation and account records.

 

Operational Support

• Serve as a liaison between Account Management and Warehouse Operations to facilitate timely resolution of customer requests.
• Collaborate with warehouse supervisors to obtain updates on inbound receipts, outbound shipments, work-in inventory, and recovery loads.
• Proactively investigate and communicate delays that may impact customer orders or service commitments.
• Monitor inbound and outbound activity and identify exceptions requiring follow-up.
• Track outstanding requests from Account Representatives and follow through with Operations until resolution is obtained.
• Escalate time-sensitive issues to leadership when service levels are at risk.
• Communicate operational updates to Account Representatives to ensure customers receive accurate and timely information.

Department Support

• Assist with customer implementations and transitions.
• Maintain customer files, SOPs, and account documentation.
• Support continuous improvement initiatives.
• Participate in department projects and special assignments.
• Cross-train with Account Representatives to ensure department coverage.

Qualifications

Education

• High School Diploma/GED, required.

• Associates Degree, preferred.

Experience

• 2–4 years of experience in customer service, logistics, warehousing, supply chain, or account management.
• Experience within a third-party logistics (3PL) environment preferred.
• Experience utilizing Warehouse Management Systems (WMS) preferred.

Knowledge, Skills & Abilities

• Excellent organizational and time management skills.
• Strong customer service and communication abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Intermediate to advanced Microsoft Excel skills.
• Strong analytical and problem-solving abilities.
• High attention to detail and accuracy.
• Ability to work independently while collaborating across multiple departments.
• Professional written and verbal communication skills.
• Ability to build positive working relationships with customers and internal teams.
• Adaptability in a rapidly changing operational environment.
• Travel to and from local warehouses may be required. When traveling to warehouses, PPE must be adhered to when on-site.

Monday - Friday, 8:00am-4:30pm