True Retail Customer Service Account Coordinator

About the role

The Customer Service Account Coordinator provides distinct business-to-business professional support to external customers and the US & Canadian sales force, collaborating with internal teams. This office-based role involves email and phone communication with Installation Partners, Corporate Purchasing Agents, and Procurement Specialists.

Responsibilities

• Communicate with installation partners and customer corporate contacts via email and phone to address product knowledge, availability, and order status questions.
• Provide professional support to outside sales representatives, installation partners, and collaborate via email, phone, and Microsoft Teams to meet customer order specifications and satisfaction.
• Work with the Department Pricing Analyst on customer price quotes.
• Collaborate with Demand Planning and Scheduling departments to quote lead times and create production work orders for equipment to meet customer date requirements.
• Process customer orders accurately and timely, ensuring compliance with ordering requirements.
• Coordinate with Traffic, Distribution, and Invoicing teams to ensure timely shipment, delivery, and invoicing of customer orders.
• Perform follow-up communication and documentation to ensure orders are completed and shipped on time.
• Collaborate with key customer contacts in regularly scheduled calls to align order shipments with chain program rollouts.
• Process and send customer reports in Excel and Word for after-sales support.
• Maintain organized spreadsheets and documents for tracking, analysis, and communication with customers, sales representatives, and management.
• Assist sales representatives with coordinating customer equipment returns.
• Support major accounts and back up other Customer Account Coordinators in the True Retail department as part of a team.
• Perform core job responsibilities through regular in-person collaboration, including meetings, team discussions, and cross-functional coordination.
• Maintain a consistent on-site presence to support day-to-day business needs, including attending scheduled meetings and real-time collaboration.
• Meet regularly with manager in-person to align on workload, priorities, performance, and professional development.

Requirements

• High School diploma or GED required; Bachelor’s degree, Associate’s degree, or equivalent from a two-year college or technical school preferred.
• Four or more years of combined education and/or experience/training in a professional work environment.
• Professional, organized, and detail-oriented with excellent written and verbal communication skills.
• Positive, energetic, and professional attitude with the ability to work effectively in a fast-paced, ever-changing environment.
• Ability to learn new tasks quickly and work well in a team environment for cross-customer support.
• Comfortable working collaboratively to complete projects and tasks.
• Strong ability to follow directions for established processes.
• Enthusiasm for working with customers and strong prioritization and multitasking skills.
• Experience with all Microsoft Office applications required; manufacturing experience preferred.

Schedule

This position operates on a full-time schedule from 8:30 AM to 5:00 PM, Monday through Friday.