Customer-Account Service Coordinator

Customer / Account Service Coordinator
FireDisc® - Houston, TX

FireDisc® is a Houston based manufacturer of portable cookers and accessories. The company is six years old and is growing rapidly.

The Customer / Account Service Coordinator will work closely with the Senior Vice-President (SVP) of Sales and the Chief Operating Officer (COO) to ensure FireDisc® products meet or exceed Company expectations. Working closely to develop and qualify new suppliers and vendors, development of items to extend the FireDisc® brand of product offerings.

Reports to:

  • SVP of Sales
  • COO

Key Interfaces:

  • The Customer Service / Account Coordinator will be a key figure in maintaining constant contact with existing FireDisc Co-Op dealers and individual customers to provide customer service, up to date account information and ensuring that Co-Op dealer follow up programs are in place in direct support of the FireDisc Co-Op national sales program.

Duties:

  • Weekly follow up phone calls to Co-Op dealers with prior week orders and reorders to ensure delivery was received and that they are aware of new FireDisc sell-through programs and dealer resources
  • Maintain weekly consistent Co-Op dealer communications via phone calls. Quantity of weekly phones call to be established by the SVP of Sales and Executive Management Team
  • Responsible for timely sales research material with weekly due dates set by the SVP of Sales
  • Maintain Bazaarvoice
  • Enter and Maintain dealer locator with up to date information on a consistent basis
  • Ensure Salesforce is current with Co-Op dealer and customer information
  • Maintain online Co-Op vendor portals
  • Assist SVP of Sales with current and new Co-Op dealer tasks
  • Assist COO on new and existing product deliveries
  • Respond to all customer service matters and resolve in manner that is both timely and beneficial to all parties.
  • Assist in the development and servicing of a customer service program that will grow with the company.

Deliverables:

  • Enter data and information gathered from dealer follow up phone calls into a tracking form/call log report and submit weekly to SVP of Sales and Executive Management Team
  • Maintain and update new and existing Co-Op dealer account information in Salesforce.
  • Responsible for timely sales research material with weekly due dates set by the SVP of Sales
  • Project completions and timelines through FireDisc project management software set by the SVP of Sales
  • Log all call notes and reports in Salesforce to be delivered and checked by SVP of Sales and upper management each week
  • Maintain customer service contact records and communications in Salesforce.

Demonstrated proficiency in:

  • Microsoft Office (Word, Excel, PowerPoint)
  • Salesforce CRM
  • Salesforce or Zoho Desk
  • Magento
  • SWIMS
  • Web based software
    • Order management system
    • Customer Service & Trouble Ticketing program

Education and Previous Experience Requirements:

  • College Degree or applicable experience
  • Experience in customer service, purchasing, logistics, sourcing, project coordination, reviewing technical specifications
  • Strong communication skills
  • Ability to prioritize a frequently changing set of deliverables

Travel: Up to 40% to warehouse, vendors, Dealers, trade shows

Job Type: Full-time

This job description is not all-inclusive and is subject to change as the needs of the business change.