Account Coordinator

Action•Milwaukee, WI

10d

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

Quality customer experience delivery
Customer relationship building
Process execution management
Partnering with account managers, account executives, business development, and/or capacity resources
Ensuring customer's business/freight moves as planned
Resolving exceptions
Leveraging processes and technology for efficiency
Serving as a critical customer support contact
Ensuring customer commitments are met
Resolving issues
Driving continuous improvement
Articulating customer value
Operational tasks including order creation, shipment activation, load building, appointment scheduling, track and trace, and routine event management
Sharp focus on data integrity, quality, and efficiency
Developing business knowledge and sales acumen
Foundational skills for customer-oriented roles
Understanding customer needs
Proactive communication with customers, carriers, suppliers, and internal stakeholders
Conflict management and diplomacy in difficult customer conversations
Timely response to customer inquiries and exception management updates
Quality execution against expectations
Executing customer pricing strategy
Capturing profitable market share
Listening to customer needs
Communicating opportunities to Account Management
Providing key customer-specific knowledge
Leveraging tools and resources for efficiency
Applying best practices for consistency and efficiency
Utilizing data/reporting to identify and improve service results
Partnering with internal resources for process adherence
Minimizing manual processes
Leveraging technology for order statuses and corrective actions
Executing customer workflows, preferences, and SOPs
Creating efficient, cost-effective solutions
Providing issue resolution and alternative solutions
Collaborating with operations teams for standardization
Leveraging operations teams for effective and efficient process execution
Performing non-standardized operational work

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
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
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
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