Acct Service Coordinator

Job Details

Location:

Coastal Pet Headquarters - Alliance, OH 44601
Position Type:
Full Time
Category:
Customer Service

Title:

Customer Service Account Service Coordinator

Reports to:

Assistant Customer Service Manager

Responsible for all aspects of customer service and order processing for the assigned account or territory. The ASC is the liaison between the field representative, customer, and the company, handling telephone communications, written correspondence, and attending open houses and trade shows. The ASC manages internal communication with sales, production, purchasing, shipping, and ensures timely completion of orders.

• Process all sales orders for the assigned account or territory and assist other ASC when necessary to complete order entry the same day orders are received.
• Oversee the entire order entry process for accuracy, including matching prices and discounts, ensuring completeness, dropship distributor purchase orders, and timely shipping and delivery.
• Assist the receptionist with handling all incoming company calls.
• Answer questions from potential and existing customers regarding products and services, input phone orders or adjustments into the computer, and suggest relevant products and services.
• Communicate necessary information to sales representatives and customers to keep them current with business policies, procedures, changes, and new products.
• Resolve product or service problems by clarifying complaints, determining causes, selecting appropriate solutions, expediting corrections or adjustments, and following up to ensure resolution.
• Assist the sales department during customer visits and attend open houses and trade shows within the territory when needed.
• Maintain customer records by updating account information such as compliance details, chargebacks, labeling and shipping requirements, and specific processing procedures.
• Identify and assess customers’ needs to build sustainable relationships of trust through open and interactive communication.

• Minimum of one year of successful office experience in customer service.
• High school diploma required.
• Proven customer service experience.
• Product knowledge and strong customer focus.
• Quality focus, problem solving, active listening, effective communication and phone skills.
• Ability to resolve conflict, multi‑task, prioritize, and manage time effectively.

• Customer Focus – Building strong customer relationships and delivering customer‑centric solutions.
• Communicates Effectively – Developing and delivering multi‑mode communications that convey a clear understanding of unique needs.
• Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Resourcefulness – Securing and deploying resources effectively and efficiently.
• Optimizes work processes – Knowing the most effective and efficient processes to get things done with a focus on continuous improvement.

This is a non‑exempt position. Regular attendance and willingness to work more than 40 hours per week when requested are required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.