Job Description
Account Coordinators are the front line of our Client Experience team. This position provides superior customer service internally and externally. Account Coordinators help nurture our customer relationships by using effective and prompt communication and follow-up on all pending matters. The Account Coordinator group reports directly to the Director of Client Experience and, as integral part of the Client Experience Team, is an action oriented, cross-functional position. Account Coordinators the conduit of information, data, analytics and insight between our brands’ and our operations that support them.
Essential Duties and Responsibilities:
- Develop strong relationships with assigned Clients.
- Review Weekly Forecasts with Clients and communicate action plans to Operations team to ensure all deadlines are met.
- Utilize the global customer service software to resolve service tickets, communicate with customers and collaborate with Operational partners on client’s fulfillment services requests.
- Arrange Special Projects and manage timelines and costs along with operations.
- Manage Inbound and Inventory issues through stock checks, cycle counts, quality audits and supply management.
- Assist with Outbound Order special requests such as cancellations, ship method updates, address corrections.
- Address problem orders with missing inventory, on hold orders, and aged orders
- Facilitate transportation requests, track, and trace shipments per customer requests with various carriers (USPS, UPS, DHL, FedEx, RR Donnelley, etc.).
- Complete ad hoc client service request directed by Account Management or Facility Manager
Required Qualifications and Skills:
- E-commerce, distribution and/or strong project management experience is a plus.
- Account management experience in a service-oriented company.
- Must possess strong written and verbal communication skills.
- Excellent problem-solving capabilities.
- Proficient with all MS Office applications - especially MS Excel and PowerPoint.
- Self-driven and able to perform tasks well with little direction.
- Key traits, such as Initiative, Resourcefulness, Decisiveness, Drive, Adaptability, and Motivational Leadership.
- An understanding of the client management role and required responsiveness to client needs.
- Strong influence skills and ability to manage and coordinate business projects with the clients.
- The ability to work on multiple projects, manage time and meet deadlines.
- Strong collaborative team working skills and ability to work in a high-pressure environment.
- A startup mentality and drive focused on being proactive, not reactive.
Work Environment
High-pressure, time-sensitive environment with a high volume of work, tight deadlines. Rotate between office environment and warehouse location which can be noisy and cold at times.
Physical Requirements
- Must be able to lift up to 25 pounds with or without reasonable accommodation.
- Must be able to stand /walk for up to 10-12 hours with or without reasonable accommodation.
- Must be able to push, pull, squat, bend, and reach above and below shoulders. Repetitive use of hands.
- Ability to perform physical activities that require considerable use of arms, legs and moving your whole body such as climbing, lifting, balancing, walking, stooping, pushing, pulling, and handling various materials frequently during a shift.
Visual Acuity Requirements
- Must have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of products.
- Must have close visual acuity to perform an activity such as: preparing and analyzing orders; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of RF scanners; using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
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