Customer Service Account Service Coordinator

Customer Service Account Service Coordinator

Non-Exempt Position

Reports to: Customer Service Manager

Revised: 05/21/2018, formatted 02/2024 KH

Job Summary:

Responsible for all aspects of customer service and order processing for their account or
territory. An ASC is the liaison between the field rep, customer, and the company. An
ASC is the front line employee dealing with our customer base thru telephone
communications, written correspondence, and attending Open Houses & Trade Shows. The ASC is responsible to complete the flow of communication internally (sales, production, purchasing, shipping) as well as external to the reps and customers.

Major Responsibilities:

• Responsible for processing all sales orders for their account or territory and assist or get assistance from other ASC's when necessary to complete the order entry the same day the orders are received. They oversee the entire order entry process for accuracy, matching prices including discounts, completeness, dropship distributor purchase orders, timely shipping, and delivery to ensure completed timely.
• Assist the receptionist in the handling all incoming calls for the company.
• Answer questions from potential & existing customers regarding our products and services; input phone orders or order adjustments into the computer; suggest information about other products and services when applicable.
• Responsible to communicate to reps and customers necessary information to stay current with business policies, procedures, changes, new product, etc.
• Responsible for resolving product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• ASC assist sales during customer visits and attend open houses & trade shows within their territory when needed.
• Responsible to maintain customer records by updating account information such as compliance details & chargebacks, labeling and shipping requirements, and any specific processing procedures.
• Identify and assess customers needs to achieve satisfaction and build sustainable relationships of trust through open and interactive communication.
• Processes electronic orders, price variances and order detail to review and adjust if necessary.
• Works with territory customer accounts set up and maintenance of UPCs, label setup, and any customization such as name on label and prepricing, languages, customer SKU number.

Note:

This description reflects the general details considered necessary to describe the principle
functions of the job identified for the purpose of job evaluation. It should not be
construed as a detailed description of all work requirements that may be inherent in the
job nor shall be construed as giving exclusive title to every function described.

Supervisory Responsibilities: None.

Title of Positions Supervised:

• None

Skills:

Qualifications:

Experience required for this position would generally be acquired through a
minimum of one year or more of successful office experience working in customer service.

Skills and Qualifications would include Proven Customer Service Experience, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Active Listening, Phone Skills, Resolving Conflict, Multi-tasking with Prioritization and Effective Time Management, Minimum Education required is a High School Diploma.

This is a non-exempt position. General requirements of this position include, but are not limited to, regular attendance and the willingness and ability to work more than the regularly scheduled 40 hour work week when requested by management.

Competencies:

• Customer Focus Building strong customer relationships and delivering customer-centric solutions.
• Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills Trust Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Resourcefulness Securing and deploying resources effectively and efficiently.
• Optimizes work processes Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.