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Inside Sales Customer Service

3 months ago

Livonia, United States M. Jacob & Sons Full time
Job DescriptionJob Description

The Account Coordinator position is responsible for providing exceptional customer service and effectively supports clients by providing and processing information in response to questions, concerns and requests about products and services. This includes the growth and satisfaction of current customers as well as working with potential and targeted prospects. The Account Coordinator is a reliable and responsive point of contact for our Customers, Outside Sales Team, and Suppliers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Order placement and tracking, scheduling, quoting, invoicing, and troubleshooting
  • Process, review, and maintain orders and act as a liaison between internal and external customers
  • Build and maintain strong relationships with customer and suppliers
  • Problem-solve to find creative solutions to customer inquiries
  • Source product, negotiate pricing, and expedite orders to ensure on-time delivery
  • Handling of Certificates of Compliance and Material and Product Specifications
  • Answering inbound phone calls and qualify initial inquiries
  • Coordination and follow-up of sampling to customers and prospects
  • Manage Leads and Opportunities within CRM
  • Conduct follow-up guidelines on supplier acknowledgments, Supplier PO’s, customer quotes and samples
  • Manage all internal aspects of customer accounts and coordinate with Customers, Sales, Marketing and Purchasing to understand current and upcoming projects
  • Identify, monitor, and resolve potential customer complaints solving both short and long-term solutions including the processing of debits/credits and RMA’s
  • Review customer invoices as needed and required by customers
  • Support Outside Sales function to ensure increase in gross profit year over year
  • Manage logistics for customers as required including inbound, outbound, 3rd party freight, expedites and leading the processing of freight claims on effected shipments
  • Provide timely approval of storage and freight invoices for payment
  • Conduct forecasting activities for customers

EDUCATION AND EXPERIENCE:

  • Preferably a bachelor’s degree with 2+ years’ experience OR equivalent combination of education and experience High School diploma or equivalent
  • 3+ years’ experience in customer service
  • Inbound call experience, strong follow-up skills, attention to detail, and time management
  • Exceptional focus on customer service while being friendly, courteous, and helpful
  • Proficiency with Microsoft Office including, Outlook, Word, Excel
  • Capacity to multi-task, work under pressure and meet deadlines in a fast-paced environment
  • Effective individual contributor with the ability to successfully work within a team.
  • Strong administrative and data management skills.
  • Strong written and verbal communication, interpersonal, relationship building, and listening skills
  • Strong business acumen
  • Good mechanical aptitude with the ability to quickly grasp technical information.
  • Outside/inside sales experience preferred
  • Purchasing, Logistics, Supply Chain, and/or Production Planning experience preferred
  • Prior experience working for a distributor is a plus