Account Coordinator

The Account Coordinator is responsible fordeliveringa quality customer experience, building customer relationships,and managing process execution for existing Action Enterprise Logistics customers. This role will partner with account managers, account executives, business development and/or capacity resources as an active member of an account team to ensure the customer’sbusiness/freight moves as planned andtakes actions to resolve exceptions when they occur. They willleverageour processes and technology to drive efficiency.

This position is aligned to a portfolio of customers. As a critical customer support contact, the Account Coordinator ensures customer commitments are met, resolves issues, drives continuous improvement,and articulates customer value.

In this role, you will be responsible for a variety of operational tasks, which may include order creation, shipment activation, load building, appointment scheduling, track and trace, and routine event management. A sharp focus on data integrity, quality, and efficiency is essential.

The Account Coordinator role will develop your business knowledge, sales acumen, and the foundational skills to enable a flexible career path in a variety of critical customer-oriented roles at Action Enterprise Logistics.

The duties and responsibilities of this position consist of, butarenot limited to, the following:

• Validate and ensure the accuracy of load data in Action Logistics systems
• Monitor load boards and assigned email accounts to respond to customer and carrier requests
• Utilize standard operating procedures to carry out assigned operational activities and meet service level agreements
• Document milestone events, gather and communicate information for problem resolution, resolve routine exceptions, and follow escalation procedures when required
• Run and distribute reports in alignment with defined processes
• Focus on internal and external customer needs, recognizing service issues, implementing customer-focused practices, and escalating when appropriate
• Follow through on customer requests to ensure satisfaction, invite feedback, and seek suggestions for improvement
• Collaborative both internally and externally to achieve positive outcomes
• Contribute to department efficiency by identifying and implementing operational enhancements
• Establishes contacts and builds relationships with customers to understand the customer’s needs
• Communicates proactively with customers, carriers,suppliers,and internal stakeholders to ensure customer needs are met
• Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
• Responds to customer inquiries and provides updates related to exception management in a timely manner
• Ensures quality execution against expectations,identifies issues,and implements solutions Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy
• Empowered to execute the customer pricing strategy set by account management team focused on capturing profitable market share
• Growsthe business by listening to customers’ needs, communicating opportunity to Account Management, and providing key customer specific knowledge to influence results

• Leverages available tools and resources to implement efficiencies
• Learns and applies knowledge of best practices tomaintainconsistency and gain efficiencies across the network
• Utilizes data/reporting toidentifyand improve service resultsin order tomeet customer expectations
• Partners with internal resources to ensure account processes and SOPs are complete and adhered to
• Minimizes manual processes whenpossiblewithout diminishing customer value

• Leverages technology for order statuses andinitiatescorrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.)
• Executes customer workflows, preferences and SOPs and applies this knowledge to create efficient,cost effective solutions for the customer
• Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner
• Collaborates with operations teams to effectively standardize tasks
• Leverages operations teams to execute process effectively and efficiently
• Performs non-standardized operational work as needed to ensure a high-level customer experience
• Other duties or responsibilities as assigned according to the team and/or country specific requirements