Account Coordinator

Account Coordinator

The Account Coordinator manages customer delivery orders from initial request through final dispatch, ensuring accurate data entry, timely scheduling, and exceptional customer service. This role serves as a key liaison between customers, dispatch, rail and port operations, and internal teams, using sound judgment to balance customer needs with operational requirements. The Account Coordinator also prepares reports, supports dispatch operations as needed, and contributes ideas to improve processes and overall service quality.

Responsibilities

• Receive and schedule all delivery orders and requests from customers, using discretion and independent judgment when communicating customer requests, schedules, and updates to dispatch.
• Enter all orders into the computer system for dispatch, including technical lines that require specialized training, transportation knowledge, and attention to detail.
• Ensure rail billing is completed and in place before containers are delivered to the railroad.
• Verify that in-bond documentation is properly validated with U.S. customs when required.
• Confirm that bookings are released at depots for export moves and trace import containers on the rail to confirm delivery is completed by the last free day.
• Prepare customer reports and tracking/tracing documents such as divisional pool reports, MDR, CNI, Daily Activity, and Dispatch Status reports.
• Provide ongoing customer support by communicating delivery needs, appointment dates, and times, and by quoting rates and explaining service requirements.
• Notify supervisors or management of all service failures in a timely and accurate manner.
• Propose and implement practical solutions to improve overall customer service and operational efficiency.
• Create and update location profiles in the computer system to ensure accurate and current information for dispatch and customer service.
• Work as a dispatcher as workload, volume, and vacation schedules require, supporting day-to-day dispatch operations.
• Perform data entry, email communication, and general office duties to support the smooth operation of the department.
• Assist with other projects and tasks as assigned by management.

Essential Skills

• Proven customer service experience in a fast-paced environment.
• Experience with dispatch or scheduling and coordinating deliveries.
• Strong data entry skills with a high level of accuracy.
• Proficiency with Excel databases and general computer systems for order entry and reporting.
• Ability to communicate customer delivery needs, appointment dates, and times clearly to internal teams and external customers.
• Ability to quote rates to customers and clearly explain service requirements.
• Solid organizational skills with the ability to manage multiple orders and priorities simultaneously.
• Strong written and verbal communication skills, including professional email communication.
• Knowledge of port and rail operations and related processes.
• Familiarity with U.S. customs requirements, particularly in-bond documentation.
• Understanding of the trucking and transportation industry.
• Ability to exercise discretion and independent judgment when handling customer requests and scheduling decisions.
• Innovative mindset with the ability to identify and suggest process improvements.

Additional Skills & Qualifications

• Experience preparing customer reports and status updates such as activity reports and dispatch status summaries.
• Background in logistics, transportation, or freight operations.
• Comfort working with multiple internal systems for dispatch, tracking, and location profiles.
• Ability to collaborate effectively with dispatch, operations, and management.
• Problem-solving skills with a focus on resolving service issues and preventing recurrences.
• Adaptability to shift between account coordination and dispatch responsibilities based on business needs.

Work Environment

This role is based onsite in a corporate office environment, working primarily in a cubicle setting with regular use of computers, email, and office productivity tools. The position involves frequent interaction with dispatch, operations, and customer service teams, as well as phone and email communication with…