We are seeking an Account Coordinator to provide dedicated support to client Field Sales Managers (FSMs) in addressing escalated customer account inquiries, account setup, credit line issues, receivables review, and dispute resolution. This salaried role requires strong analytical skills, industry expertise, and a customer-focused approach to ensure seamless sales operations and client satisfaction. The ideal candidate will understand accounts receivable processes and portfolio management and exhibit strong customer experience skills, understanding customer experience metrics, particularly Net Promoter Scores (NPS), to proactively address concerns and improve customer relationships.

 

o   Serve as the primary point of contact for the client Field Sales Managers regarding customer account inquiries and account setup processes.

o   Assist FSMs with reviewing and resolving credit line issues, including coordination with finance and credit departments.

o   Conduct regular reviews of customer receivables, identifying potential issues and assisting with proactive resolution strategies.

o   Collaborate with customers, FSMs, and internal finance teams to facilitate prompt past-due resolution while maintaining strong relationships.

o   Manage and collaborate inter-departmentally to resolve at-risk client escalations.

o   Investigate and facilitate the resolution of customer and dealer disputes, working cross-functionally with sales, finance, and operations teams.

o   Maintain accurate records and documentation of customer interactions, account adjustments, and dispute resolutions.

o   Review Net Promoter Scores (NPS) for assigned accounts to identify trends, escalate concerns impacting customer satisfaction, and collaborate with internal partners to develop resolution strategies for accounts with negative feedback.

o   Proactively analyze account status, identify potential credit risks, and recommend strategic collection approaches to FSMs, helping them make informed decisions and mitigate issues before they escalate.

o   Ensure compliance with company policies and industry regulations related to account management and credit approvals.

o   Support continuous improvement initiatives to enhance customer account management processes and FSM efficiency.

o  Up to 15% travel (trips typically do not exceed 1-2 nights)

 

o   Education: Bachelor’s degree in Business Administration, Finance, Accounting, Supply Chain, or a related field.

o   Experience: Minimum of 3 years of experience in the parts, transportation, or related industry, with a strong understanding of customer account management, credit processes, accounts receivable, portfolio management, and customer satisfaction metrics (NPS).

o     Strong problem-solving and analytical abilities.

o     Understanding of accounts receivable principles and best practices for managing outstanding balances.

o     Experience analyzing Net Promoter Score (NPS) trends and working with internal partners to address customer concerns.

o     Excellent communication and interpersonal skills for collaboration with internal teams.

o     Self-motivated and able to motivate others

o     Ability to analyze customer payment trends and implement solutions to improve collections and reduce past-due accounts.

o     Proficiency in ERP and CRM systems, with the ability to learn new platforms quickly.

o     Detail-oriented with a proactive approach to resolving customer account issues.

o     Advanced knowledge of Excel, such as Data sorting and filtering, Pivot table creation and manipulation, and conditional formatting 

 

This role is ideal for a detail-oriented professional who thrives in a fast-paced environment and is committed to supporting sales teams by ensuring a smooth and efficient customer account management and receivables process. The ability to leverage customer satisfaction data (NPS) to proactively identify and resolve issues is key to success in this position.