Account Coordinator - Logistics

Action Resources•Birmingham, AL

About The Position

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.

Requirements

Deliver a quality customer experience
Build customer relationships
Manage process execution for existing Action Enterprise Logistics customers
Partner with account managers, account executives, business development and/or capacity resources as an active member of an account team
Ensure the customer’s business/freight moves as planned
Take actions to resolve exceptions when they occur
Leverage processes and technology to drive efficiency
Ensure customer commitments are met
Resolve issues
Drive continuous improvement
Articulate customer value
Perform operational tasks such as order creation, shipment activation, load building, appointment scheduling, track and trace, and routine event management
Maintain a sharp focus on data integrity, quality, and efficiency
Develop business knowledge, sales acumen, and foundational skills for customer-oriented roles

Responsibilities

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
Collaborate both internally and externally to achieve positive outcomes
Contribute to department efficiency by identifying and implementing operational enhancements
Establish contacts and build relationships with customers to understand the customer’s needs
Communicate proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met
Manage conflict and navigate difficult conversations with the customer using tact and diplomacy
Respond to customer inquiries and provide updates related to exception management in a timely manner
Ensure quality execution against expectations, identify issues, and implement solutions
Review internal and customer data inclusive of customer aligned KPIs for quality and accuracy
Execute the customer pricing strategy set by account management team focused on capturing profitable market share
Grow the business by listening to customers’ needs, communicating opportunity to Account Management, and providing key customer specific knowledge to influence results
Leverage available tools and resources to implement efficiencies
Learn and apply knowledge of best practices to maintain consistency and gain efficiencies across the network
Utilize data/reporting to identify and improve service results in order to meet customer expectations
Partner with internal resources to ensure account processes and SOPs are complete and adhered to
Minimize manual processes when possible without diminishing customer value
Leverage technology for order statuses and initiate corrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.)
Execute customer workflows, preferences and SOPs and apply this knowledge to create efficient, cost effective solutions for the customer
Provide ongoing issue resolution through communication with the customer and offer options and alternative solutions in a timely manner
Collaborate with operations teams to effectively standardize tasks
Leverage operations teams to execute process effectively and efficiently
Perform 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