Customer Service Account Coordinator - True Retail

Customer Service Account Coordinator

O Fallon - O Fallon, MO 63366

Overview

Position Type: Regular Full Time Job Shift: Day Education Level: High School/GED Category: Customer Service/Support

Description

The Customer Service Account Coordinator provides distinct business to business professional support to our external customers and support to our US & Canadian sales force while working collaboratively with our internal teams. Team Members in this role will be responsible for email and phone communication with Installation Partners, Corporate Purchasing Agents and Procurement Specialists. In this position Team Members will answer product availability questions, enter customer orders, gain and apply product knowledge. The Customer Service Account Coordinator will work closely with our Traffic, Distribution, Demand Planning and Invoicing Teams to manage the order fulfillment process from start to finish. The Customer Service Account Coordinator must be highly organized, accurate, and accustomed to multitasking while working at a fast pace.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Communicate with installation partners and customer corporate contacts through email and phone; answering questions on product knowledge, product availability, and order status information.
• Provide professional support to our outside sales representatives, installation partners and work closely with them through email, phone, and Microsoft TEAM's to achieve customer order specifications and satisfaction.
• Work with Department Pricing Analyst on customer price quotes
• Collaborate with Demand Planning and Scheduling departments to quote lead times and create production work orders for equipment to meet customer date requirements.
• Perform accurate and timely processing of customer orders and ensure compliance with ordering requirements.
• Work with our Traffic, Distribution, and Invoicing teams to coordinate timely shipment, delivery, and invoicing of customer orders.
• Perform all follow-up communication steps and documentation to ensure the order is completed and shipped on time.
• Collaborate and communicate with key customer contacts in regularly scheduled calls so that order shipments meet schedules for chain program rollouts.
• Process and send customer reports in Excel and Word for after sales support.
• Maintain organized informational spreadsheets and documents for tracking, analysis, and communication with customers, sales representatives, and management.
• Assist sales representatives with coordinating customer equipment returns.
• Work as part of a team to back up and support major accounts other Customer Account Coordinators in the True Retail department.
• The True Retail Customer Service Account Coordinator is an office-based role. Regular, predictable on-site attendance is required. Eligibility for up to one (1) remote workday per week may be permitted, subject to business needs and departmental guidelines.
• Perform core job responsibilities through regular in-person collaboration, including participation in meetings, team discussions, and cross-functional coordination.
• Collaborate with fellow team members and leadership in a shared work environment to support innovation and timely decision-making, problem-solving, and operational effectiveness.
• Maintain a consistent on-site presence to support and respond to day-to-day business needs, including attendance of scheduled meetings and real-time collaboration as needed to ensure alignment of department and company priorities.
• Meet regularly with manager in-person to align on workload, priorities, performance, and ongoing professional development.

Qualifications

• High School diploma or general education degree (GED) required.
• Bachelor's degree or Associates' degree or equivalent from two-year college or technical school preferred.
• Four or more years of combined education and/or experience/training in a professional work environment required.
• Must be professional, organized and detail oriented.
• Must have excellent written and verbal communication skills.
• Must have a positive, energetic, and professional attitude.
• Must be able to work effectively in a fast-paced, ever-changing environment.
• Must possess the skills to learn new tasks quickly.
• Must work well with others in a team environment for cross-customer support.
• Must be comfortable working in a collaborative environment with others to complete projects and tasks.
• Must be good at following directions for an established process.
• Enthusiasm in working with Customers is required.
• Strong prioritization and multi-tasking skills required.
• Experience with all Microsoft Office applications required.
• Experience with manufacturing is preferred.

The hours for this position are 8:30am - 5:00pm, Monday through Friday. We are proud to be an Equal Opportunity Employer. Company-paid background check required upon hire.