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Customer Account Coordinator

2 months ago

Schaumburg, Illinois, United States NFI Industries Full time

Job Summary:

The Customer Account Coordinator plays a vital role in facilitating the day-to-day business needs of customers, providing exceptional track and trace services, and adhering to standard operating procedures to resolve issues. This position reports to the Strategic Account Manager or Operations Manager.

Key Responsibilities:

  • Order Management: Enter orders into the system according to customer standard operating procedures, ensuring accuracy and efficiency.
  • Shipment Verification: Verify pertinent shipment information, including purchase order numbers, pick-up numbers, delivery numbers, shipper information, and receiver information, to ensure timely and accurate delivery.
  • Troubleshooting: Identify and resolve issues arising during the verification process, escalating them to carrier or customer account managers as necessary.
  • Customer Communication: Provide timely updates to customers regarding shipment status and any issues that may arise.
  • Record Keeping: Maintain accurate and up-to-date customer records, including standard operating procedures, contacts, rates quoted, and freight won versus lost, to contribute to pricing database.
  • Problem Resolution: Resolve issues directly with clients, ensuring prompt and effective resolution.
  • Appointment Scheduling: Schedule pick-up and delivery appointments, entering them into the system and ensuring timely execution.
  • Carrier Communication: Provide ad-hoc information to carriers as requested, or forward requests to carrier account managers as necessary.
  • Additional Duties: Perform other duties as assigned by management, including cross-training with other operations representatives on areas of responsibility.

Qualifications:

  • Education: High school diploma or GED required; college diploma or bachelor's degree preferred.
  • Technical Skills: Strong computer knowledge, including MS Office applications, Google Suite, and Transportation Management Systems (TMS).
  • Soft Skills: Excellent data entry, customer service, and troubleshooting skills, with the ability to work within a team and independently in a fast-paced environment.
  • Communication Skills: Exceptional conflict resolution and negotiation skills, with excellent oral and written communication skills.
  • Availability: Ability and availability to work irregular or extended hours, including afternoons, nights, weekends, and holidays as needed.