Account Coordinator

JOB SUMMARY

The Account Coordinator is responsible for order processing and all aspects of elite customer service with a focus on profitability and enhancement of relationships. CSS's provide support for the Customer Relations Managers (CRM's) and Sales team when needed.

KEY JOB RESPONSIBILITIES

General:
• Answer customer calls and emails
• Participate as part of the reception team in answering and routing companywide phone calls
• Accurately process online and phone sales orders, online account payments and retrieve orders from online portals assigning delivery day and customer support specialist
• Contact existing customers as scheduled to generate sales orders
• Maintain Customer Relationship Management and Financial databases as well as Call Sheets for deliveries.
• Professionally handle customer inquiries and provide resolution or route to appropriate parties as needed. (i.e. product and account information, order tracking, special orders, backorders, damages, errors, collections, etc.)
• Answer customer inquiries regarding online ordering processes, special orders and product lines
• Daily communicate with Customer Relations Managers on customer issues, collection issues, potential business, general tasks, and trends in ordering or product patterns
• Report to supervisor about any circumstances or conditions affecting customer satisfaction
• Maintain in-depth knowledge of products, services and competitors
• Maintain collection efforts including communications with CRM team of circumstances which may impact account payments
• Provide knowledge and understanding of online ordering portals
• Communicate daily with delivery drivers regarding customer issues, damages, delivery errors, and credits
• Accurately enter customer "cases" in SAGE CRM software to document delivery errors, product damages, and credits. Accurately enter damages in FedEx Watch Trio.
• Organize and communicate "Holiday Route Schedules" to specific customer base
• Participate in Safety and Drug-Free Workplace programs and training
• Participate in staff meetings, training, and team building opportunities
• Ensure ongoing development of personal sales and elite customer service skills; specifically striving to meet or exceed customer expectations
• Abide by company Values and Behaviors
• Support and follow our company's Vision, Mission, Pillars, Employee Guidelines, Policies and Procedures
• Perform other projects, duties and responsibilities as assigned

Unique:

q Maintain local ship-to accounts

q Review sales orders to ensure accuracy and adherence to standard operating procedures

q Handle incoming calls/emails from prospective customers to provide friendly and accurate product and delivery information to secure a sale

q Support sales associates with prospective and new accounts communication and setup

q Daily Monitoring - Overview of deadlines specific to FedEx deliveries

q Maintain customer "pickup" accounts & order processing

QUALIFICATIONS
• College Degree preferred
• 4 years of experience in the field of sales, account management and/or customer service preferred
• Friendly, influential telephone manner
• Excellent customer service and communication skills - both verbal and written
• Possess strong organizational and time management skills
• Ability to remain calm and professional in heated situations
• Ability to work well with others; a collaborative team player
• Critical thinker, who can anticipate customer needs and respond promptly and efficiently
• Ability to multi-task in a fast-paced environment
• Basic understanding of accounting procedures and strong math skills
• Computer skills including Microsoft Word and Excel.
• Experience in SAGE 100 and Sage CRM software a plus
• Must pass pre-employment testing (pre-employment drug screen and background check) and follow all guidelines of the Drug-Free Workplace Program.
• Must pass E-Verify screening for eligibility to work in the United States

RELATIONSHIPS REQUIRED
• Direct communication with customers
• Closely work with all Customer Support Specialists (CSS's)
• Daily interaction with Customer Relations Managers (CRM's)
• Daily interaction with Operations Managers
• Daily interaction with Accounting Department
• Daily interaction with Delivery Drivers
• Periodic interaction with Sales Associates
• Periodic interaction with the President and Vice President

PERFORMANCE GOALS/EXPECTED RESULTS METRICS
• Orders per day: Timely and Accurate
• Error rate: Sales Order Processing
• Retention Ratio - 95% or Higher
• Growth in product lines with existing customers in coordination with CRM's
• Product and Personal Skills Training
• Submission of Process Improvements

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