SUMMARY OF POSITION:
The Account Coordinator is responsible for coordinating work activities for assigned customer accounts to ensure efficient, service-oriented, and timely completion of client projects.
Job Description:
Account Services and Coordination:
- Assists the Sales and Account Managers
- Maintains and updates customers’ job timelines in collaboration with production and implementation teams
- Coordinates production and deliverables with staff members in appropriate departments including Sales, Implementation Services, Data Processing, Information Systems, and others; communicates updated production information to customers
- Monitors daily job progress for projects; anticipates potential problems and proactively manages details; ensures projects are on track and delivered on time
Client Communications and Documentation:
- Keeps customer information and account details up-to-date by using proprietary Customer Relationship Management software; manages employee interactions with clients for effective customer service
- Communicates and confirms production schedules with customers; conveys schedule adjustments to appropriate clients and staff members
- Initiates change management processes when requested by clients or, as changes and updates are issued internally; monitors changes through to completion
- Coordinates pricing and timelines
- Performs weekly and/or monthly status calls with clients for current status updates or as needed
Support of Account Services Department:
- Performs as front line call center for customers to report issues; initiates problem tickets for internal research; initiates temporary and permanent resolutions in conjunction with clients and internal departments
- Serves as a customer advocate; responds to customers’ requests and initiates appropriate actions and production changes
- Supports the AS Department; schedules meetings, books conference rooms, coordinates conference calls, and provides other logistical client project support as needed
Requirements:
Education:
- Bachelor’s College degree (or combination of skills, experience and tenure at InfoIMAGE in lieu of degree)
Experience and Skills:
- A minimum of 3 years of customer service and administrative experience
- Project management experience
- Ability to work collaboratively with others in professional manner through building trust, respect and cooperation
- Ability to work effectively and collaboratively with a diverse and multi-cultural and multi-generational staff
- Demonstrated ability to problem solve
- Excellent organizational skills and detailed oriented
- Demonstrated ability to manage multiple projects and meet deadlines
- Ability to quickly and appropriately prioritize conflicting demands
- Ability to apply a high level of accuracy and attention to details to all tasks
Computer Skills:
- Proficient with databases, use of the Internet, and MS Office Suite software
- Experience with Microsoft Project Management and/or proprietary project management
Language Skills:
- Must be fluent in English
- Excellent verbal and written skills
- Be able to communicate information in a clear, and concise manner
- Outstanding customer services and phone skills
Physical Requirements:
- Able to utilize multi-limb and eye-hand coordination
- Able to stand, bend, reach, stoop and lift boxes up to 25 lbs.
- Able to function well in a fast pace / multi-tasking with organization and efficiency
- Able to sit at desk, working on computer and phones for a full work day
- Able to work overtime as needed
