ACCOUNT COORDINATOR
Role Summary
Apothecary Products is currently looking for an Account Coordinator who will serve as first point of contact for APL’s higher revenue generating / most complex customers. The Account Coordinator serves as a knowledgeable, reliable contact point for any information required of the identified customers. The Account Coordinator work closely with cross-functional teams to ensure deliverables are met based on customer requirements and expected timelines. Account Coordinators seek out additional information as needed to support Account Management teams in driving forecast accuracy and issue resolution. Our ideal candidate is an analytical, solutions-minded professional with at least 3 years of customer service/sales experience in a manufacturing or distribution environment.
We seek out only the best – the best skills, the best attitudes and expect the best results from our team members. In return, we will not only offer a highly competitive compensation and benefits package but the training, development and support to make our team members a success in whatever they do for us. Apothecary Products peers and management will be the foundation for energetic, eager individuals to thrive.
Essential Duties & Responsibilities
- Account responsibilities for APL’s Top accounts – Tier II
- Ensure the timely and successful delivery of our products according to customer needs and objectives.
- Serves as a first point of contact providing customer with complete, accurate, and up to date information as requested.
- Serves as initial contact for customer complaints of assigned customers, following the complaints procedures to ensure successful resolve; routes complex complaints issues to Director, Customer Operations as appropriate.
- Regularly communicates to customers when inventory shortages occur; researches root cause and offers solutions.
- Compiles customer forms/reports when required and/or required.
- Occasionally responsible for direct order entry processes including entry, processing acknowledgements, customer set-up, and customer maintenance.
- Accountable for Customer Order Maintenance activities throughout order to cash process.
- Ensures that customer requirements are being met and KPIs are achieved through use of customer communication (ex: score cards, portals, emails, vendor guides, etc.)
- Issues customer credits and file claims with carriers.
- Identifies and reports areas of conflict as it pertains to delivering customer’s orders on time and identify solutions.
- Regularly collects insights regarding inventory position and customer demand via regular customer communication or customer portals.
- Work with internal buyers/planners regarding customer inventory insights to help ensure on time and in full shipments
- Research and identify root cause for customer chargebacks and work with internal team members to make corrections for future shipments.
- Build and maintain strong, long-lasting customer relationships for assigned customer accounts.
- Handles all customer calls promptly, professionally, with respect and tact.
- Offer new ideas to support fulfillment of department goals and procedures to Director, Customer Operations for continuous improvement, retention and expansion of customer base, and company profitability.
- Interacts with other functional departments in a timely, informative and professional manner.
- Other duties as beneficial to APL
Essential Competencies & Skills
Education:
- HS Diploma required.
- Associates or Bachelor’s degree preferred
Required Work Experience:
- A minimum of three (3) years of customer service/sales experience in a manufacturing or distribution environment.
Preferred Work Experience:
- Prior experience with electronic data interfaces (EDI) knowledge.
- Prior experience serving large customer accounts.
Travel Requirement:
- Less than 5%
Critical Skills & Abilities
- Demonstrated ability to be provide exceptional customer service.
- Dedication to ensuring professional levels of communication are always used in all formats – verbal and written.
- Experience building strong, long-lasting customer relationships.
- Customer centric mindset.
- Ability to learn and maintain a working knowledge of APL’s broad product line.
- Must tirelessly uphold and promote the positive image of the APL’s brand.
- Demonstrable strong experience with computer including proficiency with Microsoft Office products and capable of being quickly proficient in ERP; proficient with Internet to assist customers in navigating company websites and/or portals.
- Ability to understand complex products, applications and customer requirements.
- Ability to quickly become familiar with key Apothecary Products customers, including their business strategies, internal processes and primary needs for meeting deliverables.
- Demonstrated problem-solving capability using fact-based decision making and applying creative thinking while assessing implications of decisions in a timely manner.
- Detail oriented, capable of multi-tasking and being able to adapt to changes in the working environment.
- This position requires an individual who is a self-starter and can work independently but also in a team environment that requires cross training, open communication, and team development activities.
- Takes active role in working safely and upholding APL’s commitment to maintenance of a safe work environment; speaks up when safety concerns present.
- Promotes positive team spirit through words and actions; follow through on commitments you make.
- Must be well-composed while under pressure maintaining positive attitude at all times.
- Willingness to continuously learn and be open to feedback to improve individual performance.
- Willingness to work overtime as needed, and be able to work well under the pressure of deadlines.
- Must have demonstrable ability to act with a sense of urgency and accuracy.
- Foster a team work environment with every action.
- Verified personal and professional values aligning with APL.
Physical Requirements
To perform this job successfully, the team member must be able to perform each essential duty satisfactorily. At Apothecary Products, we strive to minimize the level of physical work needed to perform the job. The demands described here are representative of those a team member encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable team members with disabilities to perform the essential functions. Required demands include:
- Must be able to sit at desk for an eight-hour shift (with intermittent movement)
- See, hear, and communicate with sufficient capability to perform assigned tasks and maintain proper job safety conditions
EOE/M/F/Vet/Disability.
No agency calls at this time.