Bilingual Account Coordinator

Duration: 12 months

Location: Remote, training is on-site in Eden Prairie for 2 weeks FROM 4P-12A. *Must be on site 1x a week

Pay Rate: $19.50/hour

*6 different shifts available

Duties and Responsibilities:

The responsibilities of this position include, but are not limited to, the following:

Customer Service:

• Establish and build relationships with customers to understand their needs.
• Communicate proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met.
• Manage conflicts and handle difficult conversations with customers using tact and diplomacy.
• Respond to customer inquiries and provide timely updates related to exception management.
• Ensure quality execution against expectations, identify issues, and implement solutions.
• Review internal and customer data, including customer-aligned KPIs, for quality and accuracy.
• Execute the customer pricing strategy set by the account management team, focusing on capturing profitable market share.
• Grow the business by listening to customers' needs, communicating opportunities to the Account Management team, and sharing customer-specific insights to influence results.

Process Efficiency:

• Leverage available tools and resources to implement efficiencies.
• Learn and apply best practices to maintain consistency and improve efficiency across the network.
• Utilize data and reporting to identify and enhance service results to meet customer expectations.
• Collaborate with internal resources to ensure account processes and SOPs are complete and followed.

Site Specific:

• Minimize manual processes while maintaining customer value.

Execution:

• Use technology to track order statuses and initiate corrective actions when exceptions occur (e.g., verifying pricing, weights, delivery times, ship quantities, and load information).
• Execute customer workflows, preferences, and SOPs to create efficient, cost-effective solutions.
• Provide ongoing issue resolution through communication with customers, offering timely options and alternative solutions.
• Collaborate with operations teams to standardize tasks effectively.
• Leverage operations teams to execute processes effectively and efficiently.
• Perform non-standardized operational work as needed to ensure a high-level customer experience.

Site Specific:

• Own the results of assigned areas of responsibility.

Other duties:

• Perform additional duties as assigned, based on team and/or country-specific requirements.

Qualifications:

Required:

• High School Diploma or GED.
• Fluent in Spanish and English (both written and verbal) [Site Specific].

Preferred:

• Bachelor's degree from an accredited college or university.
• Customer service experience.
• Strong attention to detail, accuracy, and problem-solving skills.
• Basic proficiency in Microsoft Office Suite.
• Values a diverse and inclusive work environment.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.