Definition

The Account Coordinator is responsible for supporting sales initiatives and providing high levels of service to sales and customers. The Account Coordinator assists the K-12 Sales team with all aspects of supporting accounts to increase the sale of Red Thread products and services. This is done primarily through creating quotes and proposals, converting quotes to orders, tracking orders and following up on order-related issues, providing updates for customers and sales representatives. Other responsibilities may include, but are not limited to, assisting in product specification; entering furniture and installation quotes and coordinating punch lists. The Account Coordinator is also responsible for ensuring that Red Thread policies and procedures are followed.

Job Functions:

• Interface daily with K-12 account team to provide exceptional administrative support of all orders and projects.
• Serve as a point of contact and communication with the customer on designated projects.
• Help to establish, develop and maintain the desired level of customer satisfaction for the account.
• Identify and enlist Red Thread, vendor and supplier resources necessary to effectively service the customer.
• Interface with customer and internal resources to coordinate and execute small projects.
• Assist Sales Reps. and Account Manager in assembling and presenting bid/proposals, including ones which contain complete turnkey solutions.
• Assist Sales Reps. and Account Manager with product specifications.
• Process complete and accurate quotes and orders in Hedberg and track acknowledgements in accordance with established department procedures (with the Sales Coordinator, if applicable)
• Processes vendor acknowledgements and follows up on inconsistencies and changes.
• Processes customer acknowledgments.
• Tracks and troubleshoots orders from inception through completion.
• Serves as primary customer contact for order status questions.
• Coordinates requests for delivery, service and installation with internal departments.
• Assists in the investigation and resolution of accounting issues.
• Monitors and manages Hedberg generated order management reports.
• Maintains accurate and standardized files.
• Fields Sales Rep’s phone calls as necessary.
• Coordinate the production of installation drawings, plans and presentation materials with the Design Dept. and customer to ensure functionality of product as well as accuracy of specifications.
• Coordinate projects with Project Management and requests for delivery, service and installation with Operations personnel or outside contractors.
• Attend and take notes for all project meetings.
• Be familiar with all contract agreements between the client and Red Thread – escalate concerns as needed.
• Perform site visits as necessary.
• Utilize all order management reports to track orders.
• Maintain accurate and standardized order records.
• Ensure that all punch-list items have been resolved and orders closed out for invoicing in a timely fashion.
• Publish status reports for review by the sales team and customer. Participate in regular team meetings and update all parties on the status of projects and activities.
• Special projects - Identify potential process enhancements and lead improvement initiatives that can lead to efficiencies. Engage with company task teams to roll out improvements.

Attributes of a successful Account Coordinator

• Maintains a calm, unflustered demeanor; remains composed under stress
• Is open to feedback and learning new things everyday
• Highly adaptable to changing priorities and demands
• Enjoys quantitative work and making decisions guided more by data than intuition
• Seeks out inaccuracies and looks critically at information
• Focuses on detail and likes to be methodical, organized and systematic
• Makes finishing tasks a high priority and exhibits persistence in completing a task
• At ease with within formal social settings and comfortable initiating contact with others
• Makes attempts at comprehending the needs and actions of others; looks analytically at others and situations
• Is moderately comfortable at being in control yet is adaptable in ways of approaching people and situations
• Is moderately comfortable adhering to processes and attempts to understand rationale behind them

Skills & Abilities

• Ability to work collaboratively with all team members in a fast paced and complex environment
• Intermediate PC Skills: MS Word and Excel
• Pass/complete Order Management Certification process
• Display solid interpersonal skills and work well in a team environment
• Communicate clearly and professionally, both verbally and in writing
• Detail oriented and organized with excellent follow-through
• Ability to problem-solve independently
• Ability to multi-task and clarify priorities
• Excellent concise and articulate telephone skills

Level of Education/Training/License

BA/BS preferred, but not required

Experience

Two - five years in customer service or related furniture, architecture or sales experience preferred