Customer Account Coordinator

About the role

This position reports to the Strategic Account Manager, or Operations Manager. The Customer Account Coordinator facilitates the day-to-day business needs of customer(s), proactively providing track and trace services, and following standard operating procedures to problem solve.

Responsibilities

• Enter orders into the system according to customer standard operating procedures.
• Verify pertinent shipment information such as purchase order number, pick up number, delivery number, shipper information and hours of operation, receiver information and hours of operation, quantities, and special requirements.
• Troubleshoot any issues arising during the verification process.
• Escalate issues to carrier or customer account managers in a timely manner when necessary.
• Escalate issues via the proper customer channels, as directed by the customer account manager.
• Provide customer updates as requested.
• Track and maintain customer records, including but not limited to: customer standard operating procedures, contacts, rates quoted to the customer and freight won versus lost, to contribute to pricing database.
• Resolve problems directly with client.
• Set pick up or delivery appointments and enter appointments in the system.
• Troubleshoot any issues arising pertaining to the appointment process.
• Determine carrier ETA for pick up and flag any potentially late pick-ups to carrier and customer account managers.
• Determine carrier ETA for delivery and flag any potentially late deliveries to carrier and customer account managers.
• Provide ad-hoc information to carriers as requested, or forward request to carrier account manager if necessary.
• Perform duties as assigned by management, including but not limited to: cross-train with other operations representatives on each other’s areas of responsibility.
• Handle accounts receivable and collections.

Qualifications

• High school diploma or GED required; college diploma or bachelor’s degree preferred.
• Strong computer knowledge or willingness to learn; MS Office applications, Google Suite, and Transportation Management Systems (TMS).
• Strong data entry, customer service, and troubleshooting skills.
• Ability to work within a team as well as independently in a fast-paced environment.
• Ability to follow direction.
• Exceptional conflict resolution and negotiation skills.
• Excellent oral and written communication skills.
• Ability and availability to work irregular or extended hours including afternoons, nights, weekends and potentially holidays as needed.

Pay

The base hourly rate for this position is $22.05 – $29.40/hour. NFI considers applicants’ qualifications, experience, education, and geographic location when determining a starting rate of pay.

Benefits

• Medical, dental, vision, and prescription drug coverage.
• 401(k) plan.
• Wellness program.
• Life insurance.
• Paid time off.
• Paid parental leave.
• Annual discretionary bonus, targeted at 3%.