Account Coordinator

The Account Coordinator supports the Customer Success Manager in managing daily customer and distributor account operations. This role is responsible for order coordination, customer communication, quote and purchase order support, ticket tracking, account documentation, and cross-functional follow-up.

This is a hands-on customer-facing operations role that requires strong attention to detail, professional communication, and the ability to manage multiple account-related tasks in a timely and organized manner. The Account Coordinator works closely with the Customer Success Manager, sales, logistics, finance, procurement, and operations teams to ensure customer inquiries, orders, and follow-up items are handled accurately and efficiently.

Success in this role is measured by order accuracy, timely customer response, clean account documentation, effective follow-up, and the ability to support a smooth customer experience across the full commercial process.

This position reports to the Customer Success Manager.

• Support the Customer Success Manager in managing day-to-day communication with client and distributor accounts.
• Respond to customer and distributor inquiries via email, phone, and Hub Spot tickets in a professional and timely manner.
• Maintain accurate customer account information in CRM, ticketing, inventory, and internal tracking systems.
• Assist with new account on-boarding, including collecting required documentation, setting up account records, and coordinating initial order information.
• Follow up with customers and internal teams on open items to ensure timely resolution.
• Escalate complex customer issues, urgent requests, or recurring problems to the Customer Success Manager with clear notes and supporting details.

• Receive, review, and process customer and distributor purchase orders accurately and on time.
• Cross-check purchase orders against pricing agreements, product availability, customer requirements, and internal records.
• Prepare estimates, quotes, order confirmations, and related order documentation as needed.
• Coordinate with logistics, procurement, warehouse, and finance teams to support timely order fulfillment.
• Track shipment status, delivery timelines, backorders, delays, and replacement requests.
• Provide customers and distributors with clear updates regarding order status, shipment progress, and fulfillment issues.

• Log, categorize, and update customer inquiries in Hub Spot or other ticketing systems.
• Link customer tickets to related accounts, deals, orders, and internal records to maintain full visibility.
• Monitor open tickets and follow up with internal teams to ensure issues are addressed promptly.
• Maintain organized notes on customer communications, pending tasks, and resolution status.
• Support the Customer Success Manager in preparing ticket status reports, response tracking, and follow-up summaries.

• Assist with quote preparation, pricing verification, and customer-facing order documents.
• Help track contract terms, pricing agreements, renewal dates, amendments, and special customer requirements.
• Coordinate with sales, finance, and the Customer Success Manager to confirm accurate pricing and account terms.
• Ensure customer documentation is saved, organized, and accessible for internal reference.
• Handle customer and business information with confidentiality, professionalism, and accuracy.

• Support the sales team with customer files, quote management, order confirmations, and account documentation.
• Serve as a communication bridge between customer success, sales, finance, logistics, procurement, and operations teams.
• Coordinate follow-up across different time zones when supporting international customers, distributors, or internal stakeholders.
• Relay product updates, shipment updates, documentation requests, and other customer-related information clearly and promptly.
• Assist with internal meeting preparation, account summaries, and follow-up action items.

• Maintain sales order tracking reports, shipment follow-up logs, ticket status reports, and account documentation.
• Help identify missing information, process gaps, recurring issues, or delays in customer support workflows.
• Support the Customer Success Manager in updating standard operating procedures,…