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Customer Service Coordinator

2 months ago

Schaumburg, Illinois, United States NFI Industries Full time
Job Title: Customer Account Coordinator

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 efficiently. This position reports directly to the Strategic Account Manager or Operations Manager.

Key Responsibilities:
  • Enter customer orders into the system according to established standard operating procedures.
  • Verify shipment information, including purchase order numbers, pick-up numbers, delivery numbers, shipper information, and receiver details.
  • Troubleshoot any issues arising during the verification process and escalate them to carrier or customer account managers as necessary.
  • Provide timely updates to customers as requested.
  • Track and maintain customer records, including standard operating procedures, contacts, rates quoted, and freight won/lost data.
  • Resolve customer issues directly and provide ad-hoc information to carriers as needed.
  • Set up pick-up or delivery appointments and enter them into the system.
  • Determine carrier ETA for pick-ups and deliveries and flag any potential delays to carrier and customer account managers.
  • Perform duties as assigned by management, including cross-training with other operations representatives.
  • Assist with accounts receivable and collections.
Requirements:
  • High school diploma or equivalent required; college diploma or bachelor's degree preferred.
  • Strong computer knowledge and proficiency in MS Office applications, Google Suite, and Transportation Management Systems (TMS).
  • Excellent data entry, customer service, and troubleshooting skills.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Exceptional conflict resolution and negotiation skills.
  • Excellent oral and written communication skills.
  • Ability to work irregular or extended hours, including afternoons, nights, weekends, and holidays as needed.

NFI Industries is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

The contractor will not discriminate against employees or applicants based on pay inquiries or discussions.