Customer Account Coordinator

Overview: The Customer Account Coordinator facilitates the day-to-day business needs of customer(s), proactively providing track and trace services, and following standard operating procedures to problem solve. This position reports to the Strategic Account Manager, or Operations Manager Responsibilities:

• Entering orders into the system according to customer standard operating procedures.
• Verifying pertinent shipment information such as purchase order number, pick up number, delivery number, shipper information and hours of operation, receiver information and hours of operation, quantities, and special requirements.
• Trouble-shooting any issues arising during the verification process.
• Escalating issues to carrier or customer account managers in a timely manner when necessary.
• Escalation of issues via the proper customer channels, as directed by the customer account manager.
• Customer updates provided as requested.
• Track and maintain customer records, this could include, but not limited to; customer standard operating procedures, contacts, rates quoted to the customer and freight won versus lost, to contribute to pricing database.
• Problem resolution directly with client.
• Setting pick up or delivery appointments and entering appointments in the system.
• Trouble-shooting any issues arising pertaining to the appointment process.
• Determining carrier ETA for pick up and flagging any potentially late pick-ups to carrier and customer account managers.
• Determining carrier ETA for delivery and flagging any potentially late deliveries to carrier and customer account managers.
• Provide ad-hoc information to carriers as requested, or forward request to carrier account manager if necessary.
• Duties as assigned by management, this could include, but not limited to; responsibility to cross train with other operations representatives on each other’s areas of responsibility.
• Accounts receivable and collections.

Qualifications:

• High school diploma or GED required. College Diploma/Bachelor’s degree is preferred.
• Strong computer knowledge or willing to learn; MS Office applications, Google Suite, and Transportation Management Systems [TMS]
• Strong data entry, customer service and troubleshooting skills.
• Ability to work within a team as well as independently in a fast-paced environment.
• Ability to follow direction.
• Exceptional conflict resolution and negotiation skills.
• Excellent oral and written communication skills.
• Ability and availability to work irregular or extended hours including afternoons, nights, weekends and potentially holidays as needed.