Account Coordinator

eShipping, LLC•Columbia, SC

About The Position

The overarching responsibilities of the Account Coordinator are onboarding, retaining, and growing assigned clients. The Account Coordinator will work to ensure successful onboarding of customers they are assigned to implement. This will require diligent effort to promote positive wins within an account, and a keen awareness of ways one can prevent situations that upset the customer. The customers within a Coordinator’s portfolio of accounts will likely consist both of accounts they have implemented as well as accounts that have transitioned to them. The Account Coordinator will strive to retain all their accounts. Showing urgency in resolving a customer’s concerns are of utmost importance, and accounts assigned to this individual should view them as an advocate, advisor, and friend. The Coordinator will make proactive calls and emails to their customers to grow and maintain the relationship, and in approved situations will travel to be onsite with the customer. An Account Coordinator will become familiar with their client’s business and will hold transportation reviews with designated customers on a scheduled basis. An Account Coordinator should make diligent effort to not only uncover upsell opportunities, but to pursue those opportunities either by themselves or alongside a sales rep or subject matter expert.

Requirements

Excellent customer service, time management, and teambuilding skills
Ability to work independently with minimal leadership oversight
Ability to effectively interact with other employees of the organization
Excellent customer service, time management, and prioritization skills
Excellent oral and written communication skills in person and via phone
Ability to understand, interpret, and explain complex and abstract issues and respond appropriately
Able to utilize sound, independent judgment and make responsible decisions and recommendations
Excellent follow-through and detail orientation
Able to effectively utilize computer programs including Word and Excel and transportation management system
Appropriate industry experience
Bachelor’s degree or equivalent experience

Responsibilities

Encompass the Mission! Work effectively with the eShipping teams and individuals, consistent with our Mission, Five “E” Philosophy, and Core Values
Assist with the Onboarding, Management, or Growth Initiatives on all accounts assigned to you
Have a thorough knowledge of eShipping’s products and services
Act as a support contact for your customers’ escalations and voice their challenges and expectations internally as needed
Establish broad and deep relationships at multiple levels within the customer; ranging from day-to-day points of contact to C-Suite
Connect with all levels of the customer’s business (Accounting, Shipping, Executives, Etc.)
Conduct Transportation Reviews with designated customers on a scheduled basis
Identify and pursue upsell opportunities
Conduct proactive outbound calls to assigned clients
Strive for 100% customer retention
Help identify factors which influence business performance and recommend actions to improve profitability and/or enhance revenue for eShipping
Using Power BI analytics, identify and execute opportunities to improve Customer performance in various KPIs
Assist Account Management Team on special projects and with key accounts
Understand TMS and Power BI and be able to train and support assigned customers
Work with internal groups on at-risk accounts to resolve any potential problems within
Other duties as assigned