Customer Account Coordinator

About the role

The Customer Account Coordinator manages the full lifecycle of customer accounts, from initial setup through ongoing account support. This position receives new account documentation, completes account setup, coordinates service and equipment delivery with Dispatch, and communicates service expectations and timelines to the customer.

The recycling industry is fast-paced, and every day can bring new challenges. This role requires strong attention to detail, follow-through, and the ability to coordinate multiple priorities in a fast-paced environment.

This position is fully in office at our newly opened Frisco, Texas location.

Responsibilities

• Respond to customer questions regarding service frequency, added services, and contact information.
• Set up new customer accounts and associated information.
• Maintain customer accounts and process requested accounts or service changes accurately and timely.
• Investigate service discrepancies including missed pickups, unrequested pickups, grading discrepancies, duplicate dispatches, and erroneous hauls.
• Work closely with Accounting and operations to review and resolve customer account issues.
• Document all relevant details for equipment service requests and coordinate with operations, transportation, and maintenance teams.
• Process equipment service requests, document all relevant details, and coordinate with operations, transportation, and maintenance teams.
• Aid customers with client portal access and navigation.
• Send welcome emails to new customers.
• Cross-functional collaboration with Operations, Transportation, Sales, Accounting, and Maintenance teams to ensure service accuracy and customer satisfaction.
• Escalate issues requiring management approval when necessary.
• Maintain accurate records and documentation of customer interactions and adjustments.

Qualifications

• 2+ years of account support and customer onboarding
• Strong written and verbal communication skills
• Experience researching and resolving service discrepancies
• Proficiency in Microsoft Office and customer management systems
• Strong organizational skills and attention to detail
• Comfortable with basic math

Preferred Qualifications

• Experience with Cie Trade or similar customer management systems
• Recycling and/or Transportation industry knowledge
• Bilingual – English/Spanish