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Customer Service Account Coordinator

2 months ago

Hanover, United States L2 Brands Full time
Job DescriptionJob Description

Summary: The Customer Service Account Coordinator is led by the Vice President of Customer Service. The account coordinator is the primary point of contact for customers and sales executives, working closely with sales representatives and customers to develop long-term relationships by providing exceptional support and customer satisfaction. Acting as the primary point of contact for all account-related matters, the account coordinator must possess strong critical thinking skills and initiative to effectively communicate between customers, sales representatives, and internal teams ensuring a positive interaction with L2.

Duties and Responsibilities:

  1. Assisting Customers/Account Executives:
    • Demonstrate comprehensive knowledge and understanding of company products and service (products, graphic designs, embellishment methods, order policies, lead times, brand standards, etc.)
    • Exhibit excellent time management skills, efficiently managing and prioritizing multiple tasks such as answering phone calls, emails, processing orders, reviewing art approval queues, and handling reports throughout the day with a positive demeanor.
    • Assist customers and sales team with order corrections and adjustments as needed.
    • Train sales representatives on order entry procedures using Moses and familiarize them with L2 policies and tools.
    • Assist during sales representative vacation to ensure continued coverage.
    • Place orders as needed to assist sales team and customer.
    • Manage customer inquiries, account setup, and order entry as needed. Process orders for customers via phone, email, or fax, and input trade show orders, as necessary. Support sales with tasks such as: order entry, processing return forms, and facilitating replacement orders.
    • Provide daily assistance to sales representatives regarding order inquiries and accessing information, serving as the primary resource for the sales team.
    • Oversee order flow and facilitating fulfillment as needed.
    • Monitor rush orders to ensure timely delivery as promised. This includes orders for specific event dates that require customer follow-up with tracking number and proof of shipment details.
    • Review customer’s vendor compliance and routing guide to ensure customer requirements or specific requirements are met.
    • Handling complaints and concerns. Process credits and returns with necessary forms for defective or damaged merchandise, resolving issues and complaints in a proactive manner. Track returns until resolved.
    • Notify customers and account executives regarding discontinued and out-of-stock items and anticipated availability, collaborating with them to adjust orders if necessary, utilizing open order reports and other tools. Suggest an alternative style, color, or graphic if needed.
    • Drafting and sending communication to customers and account executives regarding order delays due to delayed licensing, late art approvals, inventory, production, etc.
    • Assist with billing and invoice inquiries, updating credit card information, sending invoice copies, processing credits, emailing credit notes, and statements.
    • Contact customers regarding production errors or overruns to determine acceptance.

2. Daily Tasks:

  • Account Review:
    • Ensure the new account form, tax form, etc. is on file and account information is correct.
    • Verify updated credit card is used for order processing.
    • Verify account notes are updated and specific requirements are listed as needed for production, shipping, etc.
    • Review past due balance prior to order upgrade, review with accounting as needed.
  • Order Review
    • Review and upgrade orders in queue daily to ensure they are processed in a timely manner. Ensure that all orders meet the company’s order policies and brand standards, orders are being entered with proper lead times following daily capacity and effectively communicate with sales representative or customer if we cannot meet requested ship date.
    • Review art notes and be sure all information is listed prior to sending, correct design application is used and listed.
    • Identify any potential problems or questions related to the order, work with account executives or customer to resolve, such as proper art files, incorrect quantity, wrong color combinations, art that can no longer be used or does not follow brand standards, discontinued items, pricing, etc.
    • Review EDI error queue and make corrections as needed.
  • Art Approval:
    • Aid customers and sales representatives in making graphic adjustments to ensure the desired product/outcome is achieved.
    • Make necessary order and application changes during the approval process.
    • Coordinate with the licensing team for designs pending licensing approval or requiring modifications.
    • Review art hold queue and resolve issues as needed.
    • Follow up on orders pending approval, adjusting dates as necessary, and notifying customers accordingly.
  • Account Monitoring
    • Review queues daily.
    • Follow through with orders and work with internal teams as needed to ensure timely delivery.
    • Review reports and provide updates to customers and sales representatives proactively regarding orders.

Other:

  1. Assist with trade show and sales meeting preparation as needed.
  2. May need to travel and assist at trade shows and assist with store set up.
  3. May need to travel to on-site accounts for replenishment for big events (i.e., Parents Weekend)
  4. Assist with front desk coverage, which includes greeting customers and visitors, assisting with pick up orders, and explaining job application process to employment applicants.
  5. Assist sales team with sales kits.
  6. Relay any potential problems/concerns to supervisor based on customer and rep feedback, both positive and negative.
  7. Be an ambassador for the company, both internally and externally to help build confidence, pride, and value in the company.
  8. Be a team player.
  9. Sustain effective and positive working relationships to ensure an environment that is in alignment with both the Company’s Core Values and profitability goals.
  10. Willing to cross -train and learn other duties within the department as needed.

Competencies:

  1. Outstanding time management, good judgment, and ability to manage multiple priorities/deadlines with a positive can-do attitude.
  2. Extremely organized.
  3. Strong writing and verbal-communication skills.
  4. Excellent leadership, interpersonal; collaboration and verbal and written communication skills with the ability to work with others at all levels within the organization.
  5. Highly productive and a strong team player who works with a sense of urgency and hands-on approach.
  6. A level of self-direction and self-motivation in aligning your personal actions and areas of responsibilities within the company and understanding their fit into the bigger picture.
  7. Ability to work individually or in a collaborative team setting.
  8. Ability to cross boundaries within the organization to enhance your effectiveness and advance your objectives and achieve results.
  9. The ability to quickly adapt to, be accepted by and inter-relate with colleagues at all levels, particularly in a company with a very strong and rich corporate culture.
  10. An honest and forthright individual who is flexible, coachable, upfront, and direct with direct reports, peers, and management.
  11. Ability to establish and maintain effective relationships with management, employees, customers, and vendors.
  12. Strong understanding of products offered by L2 Brands.
  13. Commitment to company vision/values/brand.
  14. Be a problem solver.

Committees:

    1. Safety Committee
    2. 5S Workplace Committee
    3. Fun Committee

???????Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to talk and listen. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Must be able to sit for extended periods of time.

Position Type/Expected Hours of Work:

  • This is a full-time position, and business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. with a 1-hour lunch.
  • Longer hours depending on workload could include voluntary evenings and weekends.

Travel:

This position may require travel to attend trade shows, or customer visits to assist in any restocking for big events possibility of 1-2 yearly.

Required Education and Experience:

  1. High school diploma
  2. Minimum 2 years customer service experience
  3. Prior use of Microsoft Office with understanding of Word & Excel

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.