What are the responsibilities and job description for the Account Coordinator position at Action?
POSITION SUMMARY
The Account Coordinator is responsible for delivering a quality customer experience, building customer relationships, and managing process execution for existing Action Enterprise Logistics customers. This role will partner with account managers, account executives, business development and/or capacity resources as an active member of an account team to ensure the customer’s business/freight moves as planned and takes actions to resolve exceptions when they occur. They will leverage our processes and technology to drive efficiency. This position is aligned to a portfolio of customers. As a critical customer support contact, the Account Coordinator ensures customer commitments are met, resolves issues, drives continuous improvement, and articulates customer value.
In this role, you will be responsible for a variety of operational tasks, which may include order creation, shipment activation, load building, appointment scheduling, track and trace, and routine event management. A sharp focus on data integrity, quality, and efficiency is essential.
The Account Coordinator role will develop your business knowledge, sales acumen, and the foundational skills to enable a flexible career path in a variety of critical customer-oriented roles at Action Enterprise Logistics.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consist of, but are not limited to, the following:
Customer Service:
- Validate and ensure the accuracy of load data in Action Logistics systems
- Monitor load boards and assigned email accounts to respond to customer and carrier requests
- Utilize standard operating procedures to carry out assigned operational activities and meet service level agreements
- Document milestone events, gather and communicate information for problem resolution, resolve routine exceptions, and follow escalation procedures when required
- Run and distribute reports in alignment with defined processes
- Focus on internal and external customer needs, recognizing service issues, implementing customer-focused practices, and escalating when appropriate
- Follow through on customer requests to ensure satisfaction, invite feedback, and seek suggestions for improvement
- Collaborative both internally and externally to achieve positive outcomes
- Contribute to department efficiency by identifying and implementing operational enhancements
- Establishes contacts and builds relationships with customers to understand the customer’s needs
- Communicates proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met
- Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
- Responds to customer inquiries and provides updates related to exception management in a timely manner
- Ensures quality execution against expectations, identifies issues, and implements solutions Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy
- Empowered to execute the customer pricing strategy set by account management team focused on capturing profitable market share
- Grows the business by listening to customers’ needs, communicating opportunity to Account Management, and providing key customer specific knowledge to influence results
Process Efficiency:
- Leverages available tools and resources to implement efficiencies
- Learns and applies knowledge of best practices to maintain consistency and gain efficiencies across the network
- Utilizes data/reporting to identify and improve service results in order to meet customer expectations
- Partners with internal resources to ensure account processes and SOPs are complete and adhered to
- Minimizes manual processes when possible without diminishing customer value
Execution:
- Leverages technology for order statuses and initiates corrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.)
- Executes customer workflows, preferences and SOPs and applies this knowledge to create efficient, cost effective solutions for the customer
- Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner
- Collaborates with operations teams to effectively standardize tasks
- Leverages operations teams to execute process effectively and efficiently
- Performs non-standardized operational work as needed to ensure a high-level customer experience
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
