Account Coordinator

Key Responsibilities

• Serve as the primary point of contact for assigned client accounts, maintaining consistent communication and support.
• Develop and nurture positive relationships with clients through timely responses and proactive updates.
• Review weekly client forecasts and communicate action plans to Operations teams to ensure deadlines are met.
• Provide exceptional customer service by managing inquiries, escalations, and fulfillment requests efficiently.
• Aid clients with order status updates, inventory questions, and special service requirements.
• Collaborate with Operations teams to ensure accurate and timely processing of inbound and outbound orders.
• Address order-related issues such as missing inventory, shipment delays, and aged or on-hold orders.
• Cook special outbound requests including order cancellations, address corrections, and ship method updates.
• Facilitate transportation requests and track shipments through various carriers (USPS, UPS, DHL, FedEx, RR Donnelley, etc.).
• Absorb inbound and inventory concerns, including stock checks, cycle counts, and quality audits.
• Arrange and oversee client-specific projects, managing timelines, costs, and operational coordination.
• Utilize Boxzooka’s global customer service software to manage service tickets and collaborate with partners.
• Support cross-functional teams with data collection, reporting, and issue resolution.
• Aid in ad hoc projects and requests directed by the Director of Client Experience or Site Leadership.

Reporting & Communication

• Prepare and distribute client performance reports, tracking KPIs, SLAs, and service metrics.
• Document and maintain records of communications, issues, and resolutions in the CRM system.
• Communicate updates and action plans between clients and warehouse leadership teams.

Continuous Improvement & Collaboration

• Work closely with Operations, Inventory Control, Transportation, and QA to identify process improvement opportunities.
• Participate in meetings to review client expectations, resolve issues, and streamline operations.
• Support Boxzooka’s goal of being a premier fulfillment provider through consistency, transparency, and proactive service.
• Aid in developing internal documentation and process improvements for the Client Experience department.

Qualifications And Skills

• Associate or bachelor’s Degree preferred (Business, Logistics, or related field).
• 13 years of experience in account coordination, client services, or fulfillment operations.
• E-commerce, distribution, or project management experience is a plus.
• Strong written and verbal communication skills.
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Experience using customer management or ticketing systems.
• Excellent organizational, problem-solving, and analytical skills.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Team-oriented mindset with strong collaboration and influence skills.
• Self-driven and adaptable; capable of performing tasks independently with minimal direction.
• English required; Spanish preferred.