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