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Customer Account Coordinator

SPS The Whole Package

Customer Account Coordinator

Rochester, NY
Full Time
Paid
  • Responsibilities

    Job Description

    SPS is a small, privately head packaging distribution company whose mission is to represent, provide and support the best available distributor products in a professional and cost-effective manner to quality customers while providing a rewarding and fulfilling work environment for our employees.

    SUMMARY/OBJECTIVE

    The customer account coordinator is responsible for primarily performing customer service activities and sales support on product information to all internal and external customers to fulfill packaging needs. Customer account coordinators will learn and apply their daily business skills using excellent, in-depth knowledge of Shrink Packaging Systems Corporation packaging films and other assorted packaging products as well as communicating effectively via telephone, e-mail, in-person or fax with customers and/or company employees.

     

    ESSENTIAL FUNCTIONS

    1. Provides timely and accurate information to incoming customer orders and product requests.
    2. Provides accurate unit pricing and inventory information to customers and/or sales representatives.
    3. Processes customer orders by entering data into the computer to determine total sales for the customer.
    4. Advises customer if the order is close to the $2,000 amount and inquires if they would like to take advantage of the freight discount [orders greater than $2,000 receive free shipping] by adding to their order.
    5. Computes shipping charges as required and/or as needed
    6. Confirm orders to execute customer invoices.
    7. Informs customers of the shipping date, tracking number, anticipated delivery and anticipated delays, and any additional information needed by the customer.
    8. Operates inventory control software, word processing, and spreadsheet (Adobe Pro, Word, Excel) applications.
    9. Processes customer inventory changes or return of merchandise (RMA’s) according to established departmental procedures.
    10. Work closely with the Credit Department when establishing new accounts or resolving credit disputes.
    11. Records or files copy of orders received once invoiced.
    12. Follows –up on orders with delivery confirmations to ensure delivery by the specified date(s).
    13. Specifies if special labeling is required for shipment on PO when placing an order.
    14. Receives and checks customer complaints and provides timely feedback to the company regarding service failures or concerns.
    15. Confers with supplier, warehouse, shipping, and/or common carrier personnel to expedite or trace missing or delayed shipments
    16. Maintains customer data –inventory items, special notes, and/or requirements in the software system.
    17. Updates & transmits new pricing to customers upon Sales Representatives' proposals. Pricing updates with orders.
    18. Verifies and inputs pricing, discounts, rebates as required and authorized.
    19. Assists with customer transactions regarding Rebate and/or Net Bill programs w/ Clysar
    20. Monitors inventories with PORG and low stock alerts and notifies appropriate individuals with inventory adjustments/changes when scheduled and/or needed.
    21. Brings pricing errors, offset margin numbers to the appropriate sales person’s attention.
    22. Partners with sales members to meet and exceed customer service expectations.
    23. Restocks inventory with purchases orders (PO’s) to suppliers and follow-up confirmation for accurate cost(s), delivery date(s) and receiving.

    COMPETENCIES

    1. Customer Focus
    2. Extreme Attention to Details
    3. Communication Proficiency
    4. Flexibility
    5. Organizational Skills
    6. Problem Solving/Analysis
    7. Technical Capacity
    8. Time Management
    9. Team Player

     

    No supervisory role.

    Work environment: professional office environment w/ computers, printers, standard office equipment. Currently in a hybrid role – 3 days in office M-W, 2-days remote work (Th-F). (Subject to change on business demand.) COVID-19 Vaccine strongly encouraged. Following CDC COVID-19 recommendations.

     

    Full-Time – M-F 8 a.m. – 5 p.m.

     

    REQUIRED EDUCATION & EXPERIENCE:

    • High School Diploma or equivalent
    • Microsoft 365 computer skills a must
    • Minimum 24-months of customer support experience.

     

    BENEFITS:

    Medical, Dental, vision, H. S. A. w/ high deductible plans. 401 K – $0.50 to the dollar on the first 6% of employee’s contribution. We have group life and LTD, STD. 8 Holidays, and an employee assistance program.

     

    SPS the Whole Package provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

    WE STRONGLY ENCOURAGE OUR EMPLOYEES TO BE VACCINATED FOR COVID-19