Account Coordinator

Ironwear is an established and growing safety solution provider. For over 35 years we have manufactured, developed, and reengineered Personal Protective Equipment (PPE) for all industrial markets around the globe. The Account Coordinator will assist as a direct link between our customers, Sales Team, and internal personnel.

The position includes a limited sales capacity, maintaining customer relationships, providing first-class customer service, addressing all customer needs, and helping customers make informed decisions about products to purchase.

Responsibilities:

• Answer incoming phone calls, customer support emails, and customer chats while providing a first-class customer experience.
• Evaluate and write up incoming orders and present them to the Processing Department.
• Assist customers with product inquiries regarding inventory, pricing, incoming orders, back orders, and returned goods.
• Have a basic understanding of company product knowledge to properly address customer questions and concerns.
• Offer customers alternative or additional products to boost sales and provide first-class customer service.
• Provide customer outreach when necessary to relay and evaluate any pending issues.
• Communicate cross-functionally with the processing team and Account Managers to ensure orders are processed accurately, including price validation, shipping methods/costs, and backorders.
• Communicate with account managers to address any customer concerns.
• Process all paperwork for customer orders, RMAs, and backorders.
• Compile pertinent customer data in provided documentation and flag any concerns or patterns to management.
• Maintain and collect accurate customer data in our ticketing, ERP, and CRM platforms.

Requirements

• Required Skills/Abilities: Superior verbal and written communication skills.
• Proficient in Microsoft Office Suite.
• Ability to multi-task in a demanding environment.
• Organized and meticulous.
• Strong interpersonal skills.
• CX ticketing platform experience is a plus (Zendesk/Gorgias/Kustomer/similar).
• Education and Experience: High school degree or GED required.