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Account Coordinator

1 month ago

Charlotte, North Carolina, United States Caesarstone Full time

The Account Coordinator - Managed Programs Specialist will oversee a subset of affiliated retail customers and related fabricators sub-contracted by Caesarstone to provide administrative and customer service support to those retail customers and fabricators.

This is a day-to-day hybrid customer service, administrative support, and data entry role to ensure smooth sales procedures.

Responsibilities:

  • Represent Caesarstone in a professional manner through interaction with retailers, customers, and fabricators.
  • Liaise with retailers, customers, and fabricators.
  • Ensure data imported into systems (Portal and Oracle) is complete and accurate.
  • Coordinate slab shipments to Managed Program fabricators.
  • Manage the project from beginning to end, including fabricators' job status and customer inquiries.
  • Manage fabricator KPIs, including timeline and customer satisfaction score.
  • Facilitate fabricator trainings to set program expectations and ensure proper online portal usage.
  • Field warranty inquiries and follow through for resolution.
  • Monitor Managed Program stores' AR aging reports to ensure funds are collected in accordance with established payment terms.
  • Monitor fabricators' AP reports to ensure funds are paid in accordance with established payment terms.
  • Monitor material usage and facilitate waste reduction to achieve targets.
  • Manage any concerns surrounding the custom countertop process, including de-escalating complaints from retailers and fabricators, identifying the appropriate corrective action, and seeing through resolution to customer satisfaction.
  • Ensure consignment inventories are fully stocked, reported inventory counts are accurate, and replenishment shipments are timely.
  • Where applicable, escalate issues to maintain high levels of customer satisfaction.
  • Occasional travel to affiliated retailer customers for employee training sessions.
  • This is a diverse role with ever-evolving responsibilities, requiring a willingness to take on new, challenging tasks as they arise.

Requirements:

  • Excellent communication skills, both written and verbal, with a problem-solving attitude.
  • Detail-oriented with strong organizational skills.
  • Time-management skills, able to multitask and prioritize numerous concurrent tasks.
  • Customer service experience.
  • Excellent computer skills (MS Office in particular).
  • Ability to both cooperate well as a team member and function efficiently on individual work.
  • Minimum 3 years related experience, familiarity with the functional business environment.
  • Post-secondary education an asset.
  • Able to read simple floor plans and complete simple math calculations.

Preferred Qualifications:

  • Oracle or other ERP system experience.
  • Inventory management experience.
  • Bachelor's Degree in Business Administration or similar field.
  • Three years of account coordination or management experience.

Working Conditions:

Manual dexterity required to use desktop computer and peripherals.

Occasional travel within Canada may be required.

Repetitive work.

Walking on hard surfaces may be required (within warehouse environment).

PPE (hard hat, vest, steel toe footwear) worn in specific areas within a warehouse environment.

Overtime may be required.

Lifting or moving up to 10lbs may be required.

What We Offer:

Caesarstone is proud to provide employees with a comprehensive and attractive benefits program which includes the following:

The base rate for this role is between $18.00 to $23.00 plus team result-based performance bonus opportunities.

Comprehensive benefit package including:

Medical, Dental, and Vision Insurance, Employer-Paid Basic Life Insurance, AD&D, and Short-Term Disability, plus insurances such as Short-Term Disability and Long-Term Disability, Voluntary Accident, and Critical Illness.

An Employee Assistance Program that you or your dependents can access.

Generous Paid Time Off and Paid Holidays.

401(k) Retirement Plan (with employer match).

Internal ongoing educational/training opportunities.

Competitive compensation.

Continuous coaching and mentorship.

Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.

We are committed to fostering an inclusive and accessible environment.

Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.