Position Summary

The Customer Account Coordinator supports processes throughout the Sales Op Operational areas and any other departments as necessary in order to align functions within SAP, reporting systems, and sales operational procedures. Each Coordinator will be part of a 2-person team and each team member will be responsible for a set group of accounts by state. Responsibilities may vary depending on the group of accounts assigned. List below are the primary responsibilities.

Essential Functions and Duties

Accounts

• Account creation, requests are submitted on credit applications, spreadsheets, and by email
• Changes to existing accounts received by email or updated credit applications
• Ensure that all credit applications are submitted with the necessary information and contact customers as needed to obtain additional information
• Notify the Customer, Financial Services, and the Sales Representative of new/updated account information
• Communicate to the appropriate parties when changes are made on accounts that will affect the following processes: order entry, accounts receivable, commission, pricing, or reporting
• Enter and maintain E Invoicing, Shipment Notification, and Order Confirmation email set up
• ABW creation and maintenance
• Enter and maintain all pertinent fields within the customer database
• Initial account set up and maintenance of EDI, VIPc, MBRx, and other special programs

GPO (Group Purchasing Organization)

• Identify and verify customers GPO using a Microsoft Access Database
• Communicate any changes or additions of a customer’s GPO to the Customer Account Data Specialists

Licensing

• Enter and maintain customer specific licensing and other identifying codes in SAP
• Validate licensing using third party website, if not available licenses must be verified directly on the state website. If validation on the website is not possible, then a call can be placed directly to the agency to verify the license.
• Track and audit license expiration dates on a monthly basis
• Evaluate licensing when there is an address or license change
• Be available through the phone rotation in order to search and validate licensing, while a customer is in the process of placing an order with Customer Service
• Communicate verbally, electronically or by phone for any license exceptions or challenges to those involved in the account – Customer Service, Pricing/Chargebacks, Sales, and Customers

Adjustments

• Verify the validity of each request received
• Manage the complete process for the following type of adjustment transactions
  • Field Transfers
    • Request received from the Sales rep, facilitate the physical transfer of product, provide the necessary documents to the customer and ensure the customer sends back the completed forms, process the transactions into SAP

• • Returns
    • Communicating the return process to the customer, send the necessary paperwork, and process the transaction in SAP
    • Assist with many types of returns; standard, Flu, Flu Excise Tax, and recalls

• • Credit/Rebills
    • Requests received for chargeback, discounts, and payer issues
    • Enter the credit and rebills into SAP

• • General Credits
    • Issue credits in SAP for; damaged/disposed offsite, manufacturer product complaint, customer satisfaction, and freight

General Responsibilities:

• Scan documents into SharePoint on a weekly basis
• Clearly communicate challenges and issues verbally, electronically, or by phone.
• Continually develop and maintain company's image and corporate philosophy.
• Continuously strive to improve processes, service quality to internal and external customers, and employee relations.
• Display dedication to the position responsibilities and achieve assigned goals and objectives.
• Support team members with questions or assist with processes.
• Adheres specifically to all company policies and procedures, Federal and State regulations and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Always Represent the Company in a professional manner and appearance.
• Understand and internalize the Company’s purpose; Display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Education, Knowledge, Skills and Experience

Required Education:

• High School diploma or equivalent.

Required Knowledge:

• Proficiency in Microsoft Word and Excel.

Preferred Knowledge:

• Proficient in Microsoft Word, Excel, and Access, above basic knowledge preferred.

Required Experience:

• Minimum of five (5) years of experience in operations/customer service

Preferred Experience:

• Experience in SAP (ERP System) preferred.

Required Skills:

• Must have strong organizational skills.
• Must have a detail orientation and the proven ability to prioritize work.
• Must have effective verbal and written communication skills.
• Must have the ability to work with limited supervision and as part of a team.
• Sound decision-making abilities.
• Ability to take on new responsibilities and tasks.
• Ability to solve moderately complex problems.
• Ability to work independently and make decisions based on guidelines of job description.

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.The employee occasionally lifts up to 20 lbs. and occasionally kneels and bends. Working condition include normal office setting.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.

Direct Reports

No

EEO/AAP Statement

FFF Enterprises and Nufactor are an equal opportunity employer and prohibits discrimination and harassment based on the following characteristics: race, color, religion, national origin, physical or mental disability, gender, age (40 years and over) qualified veteran and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.

Acknowledgement