Accounting, CSS (Cascading Style Sheet), Communication Skills, Computer Skills, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Delivery Driving, Develop and Maintain Customers, Internet Portal, Maintain Compliance, Mathematics, Microsoft Excel, Microsoft Word, Multitasking, Operations, Operations Management, Order Processing, Organizational Skills, Pharmacovigilance, Presentation/Verbal Skills, Process Improvement, Profit & Loss, Resolve Customer Issues, Revenue Growth, Sage CRM, Sage Software, Sales, Sales Management, Sales Prospecting, Sales Support, Staff Policies, Staff Training, Standard Operating Procedures (SOP), Team Building, Team Player, Telephone Skills, Telesales, Time Management, Writing Skills, eCommerce Sales
Account Coordinator
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:
- Maintain local ship-to accounts
- Review sales orders to ensure accuracy and adherence to standard operating procedures
- Handle incoming calls/emails from prospective customers to provide friendly and accurate product and delivery information to secure a sale
- Support sales associates with prospective and new accounts communication and setup
- Daily Monitoring Overview of deadlines specific to FedEx deliveries
- 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