Customer Account Coordinator

Essential Duties and Responsibilities

• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat, etc.; resolve customer inquiries in timely and accurate fashion to ensure customer satisfaction
• Instruct, implement, and follow standard operating procedures, respond to inquiries, provide quotes, place orders and provide order updates; will handle higher value customers and/or programs, maintain pricing in MRP and work with information services group to maintain.
• Work with Operations, Engineering, Finance, and Sales to provide resolutions to customer problems; escalate customer issues when appropriate
• Maintain a proficient knowledge of all company products and services
• Handle complex and escalated customer service projects and initiatives
• Create and run productivity reports as necessary
• Tracking progress on accounts to ensure that deadlines and company metrics are met as required
• Works with Sales team to deliver the highest level of customer service
• Works in alliance with team members daily to share the workload of the department; required to share any specialty product or account knowledge with team members
• Responsible for ensuring all orders are correctly reconciled prior to order entry per the customers contract and terms of agreement
• Meets any Customer Account Coordinator or KPI related goals that might be established by the Manager
• Attends National trade shows as needed

Position Requirements

• High school diploma required
• Three (3) or more years’ experience in customer service position preferred; manufacturing preferred
• Strong communication (verbal and written) and interpersonal skills;
• Critical thinking and problem solving
• Attention to detail
• Proficient in Microsoft Word (Excel, Word, Power Point)