Account Coordinator II

$24.00-$28.10 / hour

SUMMARY:

Reporting to the Operations Manager or Transportation Manager with dotted line reporting to Account Manager or Project Manager, the Account Coordinator II is responsible to be onsite with a small to mid-sized customer. The Account Coordinator I systematize commercial projects (O&I Moves, Installation and Tech Jobs) interacting with end users and the account manager. They will assist Account Managers develop long lasting relationships with Corovan’s current clients. In addition to managing account budgets, they are frequently in charge of interacting with clients, evaluating and writing mail, handling requests and complaints, and coordinating with internal sales and marketing departments.

Primary job function requires exceptional customer focus while entering, tracking and updating work-orders in MS Excel, including confirming, assigning, scheduling work orders for next day’s schedule, and generating reports as required.

This position is also responsible for reporting and escalating any issues to their manager. They will work closely with Customer Management team as well as the Corovan Account Management and Sales team to address any customer issues or concerns.

This position may participate in weekly team training. This position is also responsible for reporting and escalating any issues to their manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Main Duties:

• Reports to the customer site as directed by supervisor, on-time and in appropriate company attire every day.
• Takes ownership of customer relationship – ensures customer satisfaction with all coordinator duties to achieve a 100% quality rating.
• Enters customer work orders in the Order Entry System, confirms and converts jobs according to policy.
• Complete and confirm daily timecards and BOL email to the management.
• Enter the tracking information into order entry.
• Pull out the new tickets daily and assign to the employees. Ensure the tasks information on the tickets are clear (location, start time, date, head count, set up style, etc…)
• Close the daily tickets. Confirm the completion status of all the assigned tasks with end user before closing.
• Pull weekly New Hire/Exit/Move List/Move Surveys.

(Email to team’s involved; Name tags; Move instructions; Follow-up emails; Issues/problems; Create ticket for each task weekly)

• Add in type of ticket # (ergo, event, reconfigurations, etc)

Customer Relations:

• Attend weekly review with customers, facilities, and securities.
• Adhere to customer’s onsite requirements for policies, procedures, safety, and securities.
• Responsible to report all violations of company policies and customer’s requirements.
• Assist with data collection to report required data for customer’s KPI for quarterly business reviews.
• Attend weekly coordination meeting with Operations Management.
• Required to follow customer’s dress code.
• Communicate with co-workers, management, clients, and vendors in a courteous and professional manner. Always provide exemplary customer service to all internal and external customer. All inquiries must be responded in a timely manner.
• Work closely with Customer Management team as well as the Corovan Account Management and Sales team to address any customer issues or concerns.

Training:

• Act as a mentor to train new Account Coordinators in compliance with company policy, to include on-the-job training, and provide feedback to Operations team with regards to deficiencies for additional training classes needed.

Other Duties:

• Promote Corovan’s Mission and Vision Statements.
• Continuously promotes compliance with company policies and procedures.
• Participate in process improvement projects as required.
• Ensure that desktop and workstation is kept clean.
• Keep online reports system up to date for weekly meetings with customers (Team Meeting Weekly Tasks; Desk drops/Signage distribution/pick up; Move/NH/Exit for the week; Received/Closed ticket counts; Meetings and Event schedule/tracking; Open ticket report; Move Survey results)
• Daily report tracking of tickets on spreadsheet
• Add new tickets in report daily (track by quarter)
• Enter crew information (start/end time, crew count, total time)
• Keeps current Blue File Report updated in Excel file on S drive by running “activity report” in order entry daily.
• Solves payroll or export issues with accounting personnel daily.
• Make sure all work orders are printed and provided to Account Manager daily.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

1. CUSTOMER SERVICE – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
2. TEAMWORK – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
3. ORGANIZATION SKILLS – Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills.
4. INTERPERSONAL SKILLS – Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.
5. LANGUAGE SKILLS – Ability to read and interpret documents written in English such as manuals, procedures, and work instructions. Ability to effectively communicate well with customers and coworkers.
6. MATHEMATICAL SKILLS – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
7. REASONING ABILITY – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
8. COMMUNICATION SKILLS – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer-oriented skills.
9. OTHER SKILLS:

1. Exceptional problem solving and decision-making skills.
2. Ability to multitasking and able to meet deadlines.
3. Excellent customer service skills and interpersonal skills.
4. Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
5. Excellent analytical ability.
6. Must be detail oriented.
7. Familiarity with six-sigma or other quality improvement processes.
8. Ability to handle and safeguard sensitive and confidential information.
9. Ability to handle and safeguard sensitive and confidential information required.
10. May be familiar with and able to train other using various moving equipment and its proper usage such as dollies, carts, pads, straps, pallet jacks, forklifts, ramps, lift gates, and all specialty equipment including but not limited to roll-a-lifts, Genie lifts safe jacks, J bars, etc., etc.
11. Must be familiar with basic systems furniture nomenclature and be able to identify upon sight, the major lines of the three major manufactures: Steelcase, Herman Miller and Haworth.
12. May be familiar with laboratory moving including packing of lab equipment, fine tune and detail work, PC disconnect and reconnect and must possess good customer service skills.
13. May be familiar with the O&I move process and understand the move labeling and directional signage.
14. Possess prioritizing, time management and organizational skills.

EDUCATION and/or EXPERIENCE:

Required:

• BA/BS degree or High School Diploma (or GED); or a combination of education and equivalent experience in administrative work in a related industry experience and/or training.
• Advanced MS Excel knowledge.
• Proficient in MS Office applications.
• Expert knowledge of Microsoft Office Suite.
• Experience integrating within a team in high-demand, customer-facing environments preferred.

Preferred:

• Service industry experience highly desirable.
• Experience with process improvement teams.

PRIMARY LOCATION:

San Jose, or Various job sites and customer locations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals are required to be able to sit or stand for long periods as needed throughout the day.

1. Walking: May require walking primarily on a level surface but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.
2. Handling: Seizes, helps, or works with hands.
3. Lifting: Proper lifting techniques required. May include lifting up to 25 pounds of boxes when needed.
4. Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.
5. Standing: Remains in standing position if required to perform various functions of the job.
6. Stooping: Bends body downward and forward by bending at knees or waist.
7. Vision: Reads paperwork and records on the computer.
8. Talking: Communications by phone and in person.
9. Sitting: Required to sit at desk. Sit for long periods of time.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not all inclusive.

1. Temp/Weather: Works in either 1) Office environment - for the most part ambient room temperatures, lighting, and traditional office equipment, and 2) Warehouse – may be exposed to cold temperature, and 3) Outside - may be exposed to wet and/or humid conditions, outside weather conditions and extreme cold.
2. Noise: Works in office, warehouse, or outside environment, with constant or intermittent noise.

POSITION TYPE/EXPECTED HOURS OF WORK:

1. This is a full-time, non-exempt position.
2. Employees might be required to work late evenings or weekends depending on the business needs.
3. All Overtime must be approved by manager before working.

TRAVEL:

None.

AAP/EEO STATEMENT:

The Company provides equal employment opportunities to all employees and applicants for employment activities and prohibits discrimination and harassment of any type, based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics").

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

REASONABLE ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.