Account Coordinator

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.

DUTIES AND RESPONSIBILITIES

• 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
  • Collaborate both internally and externally to achieve positive outcomes
  • Contribute to department efficiency by identifying and implementing operational enhancements
• Communications:
  • 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
• 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
  • Pairs 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