Account Coordinator

Job Title: Account Coordinator – Diagnostic

As a member of the Account Coordinator team, the primary responsibility of this position is to provide exceptional customer service to Avante Diagnostic’s customer base for all parts and service requests, while also supporting Sourcing, Accounting, Sales and Field Engineers. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.

• Answer incoming customer calls, providing professional responses, recommendations, and guidance regarding Diagnostic processes and capabilities.
• Create and distribute quotations or advise customers on pricing and availability for parts and services.
• Generate quotations for onsite service needs using information from FSEs, internal technical support, and sales teams.
• Collaborate with Customers, Field Service Engineers (FSEs), in-house technicians, Sales Representatives, and other Customer Operations Representatives to move all order types to completion and invoice.
• Follow up on missing or invalid Purchase Orders, involving additional parties as needed.
• Convert won quotes into sales or service orders; track shipments or service orders to confirm customer satisfaction and document comments.
• Determine contract eligibility for service/repair events or purchases by reviewing serial numbers and active customer contracts.
• Ensure orders entered by ERP software (e.g., Acumatica) are accurate, including pricing, shipping information, part numbers, contract affiliation, T&L hours, and billing information.
• Work directly with the Sourcing Department to obtain needed parts for customer service needs.
• Follow up and process all non-conforming items.
• Collaborate with the Customer Administration Management (CAM) team on billing, payment questions, and new business account reviews.
• Set up new business accounts for Diagnostic orders using ERP software and obtain customer signoffs, credit applications, sales tax exemption forms, and other required information.
• Notify CAM team of new account setups and request customer reviews.
• Identify areas for cost reduction within processes and elevate opportunities to management.
• Report quality issues to the QC team, work with customers to resolve issues, and schedule follow-ups as necessary.
• Comply with policies, guidelines, and regulatory requirements per ISO:13485:2016 standards and the Company’s Quality Management System.
• Demonstrate excellent communication and interpersonal skills to interact effectively at all levels of the organization.
• Help identify continuous improvements in purchasing and administrative processes to promote efficiency.
• Perform other duties as assigned, adhering to company policies and safe practices.

• High School diploma required; bachelor’s degree in communications or a similar (relevant) course of study preferred.
• At least 1 year of customer service, sales, or similar experience in a professional work environment required; at least 3 years of customer service experience preferred.
• Strong working knowledge of an ERP preferred.

General: Exceptional ability to speak and write effectively in a business environment. Ability to maintain an elevated level of accuracy in preparing and entering data. Superb time management and organizational skills with the ability to meet regular and frequent deadlines. Attention to detail required. Ability to work well as a team member. Must demonstrate sound work ethic, flexibility, respectfulness, honesty and trustworthiness.

Must also be punctual and dependable. Must possess cultural awareness and sensitivity.

Technical: Ability to effectively use business software and Enterprise systems, email, search engine, Internet; ability to effectively use Microsoft Products:
Outlook, Word, Excel and to use or learn specific software needed to improve productivity.

Communication: Strong oral and…