Account Coordinator

Sansure Biotech Inc.; Hayward (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Sansure Biotech Inc. is seeking an Account Coordinator to support the Customer Success Manager by coordinating daily customer and distributor accounts, processing orders, and maintaining accurate records.

You will manage inquiries via email, phone, and tickets, and work with logistics, finance, procurement, and sales to ensure timely fulfillment. This hands-on, customer-facing role emphasizes attention to detail, clear communication, and the ability to manage multiple tasks across systems and

Qualifications

• 1-3 years of experience in customer service or account coordination.
• Strong written and verbal communication with a professional customer-facing manner.
• Attention to detail and ability to manage multiple follow-ups and deadlines.
• Ability to work cross-functionally with sales, logistics, finance, procurement, operations, and customer success.
• Proficiency with CRM, ticketing, inventory, and productivity tools.
• Familiarity with AI tools to improve communication and reporting.

Responsibilities

• Support the Customer Success Manager in day-to-day account communications with clients and distributors.
• Receive, process, and track orders and purchase orders accurately and on time.
• Maintain and update CRM, ticketing, inventory, and internal records.
• Coordinate with logistics, finance, and procurement to fulfill orders.
• Prepare quotes and order documentation; track renewal dates and contract terms.
• Log and manage customer inquiries in ticketing systems and provide timely follow-ups.
• Collaborate with cross-functional teams across time zones for international accounts.
• Use AI tools to draft emails and summarize account history, ensuring accuracy.

Skills

Customer communication

Account coordination

Order management

Cross-functional collaboration

CRM software

Attention to detail

Multitasking

AI literacy

Tools

HubSpot

SOS Inventory

Jira

Aircall

QuickBooks

Microsoft 365

Google Workspace

AI tools

Job description

The Account Coordinator supports the Customer Success Manager in managing daily customer and distributor account operations. This role is responsible for order coordination, customer communication, quote and purchase order support, ticket tracking, account documentation, and cross-functional follow-up.

This is a hands-on customer-facing operations role that requires strong attention to detail, professional communication, and the ability to manage multiple account-related tasks in a timely and organized manner. The Account Coordinator works closely with the Customer Success Manager, sales, logistics, finance, procurement, and operations teams to ensure customer inquiries, orders, and follow-up items are handled accurately and efficiently.

Success in this role is measured by order accuracy, timely customer response, clean account documentation, effective follow-up, and the ability to support a smooth customer experience across the full commercial process.

Reporting Relationship

This position reports to the Customer Success Manager.

Key Responsibilities

Customer and Distributor Account Support

• Support the Customer Success Manager in managing day-to-day communication with client and distributor accounts.
• Respond to customer and distributor inquiries via email, phone, and HubSpot tickets in a professional and timely manner.
• Maintain accurate customer account information in CRM, ticketing, inventory, and internal tracking systems.
• Assist with new account on-boarding, including collecting required documentation, setting up account records, and coordinating initial order information.
• Follow up with customers and internal teams on open items to ensure timely resolution.
• Escalate complex customer issues, urgent requests, or recurring problems to the Customer Success Manager with clear notes and supporting details.

Order Processing and Fulfillment Coordination

• Receive, review, and process customer and distributor purchase orders accurately and on time.
• Cross-check purchase orders against pricing agreements, product availability, customer requirements, and internal records.
• Prepare estimates, quotes, order confirmations, and related order documentation as needed.
• Coordinate with logistics, procurement, warehouse, and finance teams to support timely order fulfillment.
• Track shipment status, delivery timelines, backorders, delays, and replacement requests.
• Provide customers and distributors with clear updates regarding order status, shipment progress, and fulfillment issues.

Ticket Management and Customer Follow-Up

• Log, categorize, and update customer inquiries in HubSpot or other ticketing systems.
• Link customer tickets to related accounts, deals, orders, and internal records to maintain full visibility.
• Monitor open tickets and follow up with internal teams to ensure issues are addressed promptly.
• Maintain organized notes on customer communications, pending tasks, and resolution status.
• Support the Customer Success Manager in preparing ticket status reports, response tracking, and follow-up summaries.

Quote, Pricing, and Contract Support

• Assist with quote preparation, pricing verification, and customer-facing order documents.
• Help track contract terms, pricing agreements, renewal dates, amendments, and special customer requirements.
• Coordinate with sales, finance, and the Customer Success Manager to confirm accurate pricing and account terms.
• Ensure customer documentation is saved, organized, and accessible for internal reference.
• Handle customer and business information with confidentiality, professionalism, and accuracy.

Sales and Cross-Functional Support

• Support the sales team with customer files, quote management, order confirmations, and account documentation.
• Serve as a communication bridge between customer success, sales, finance, logistics, procurement, and operations teams.
• Coordinate follow-up across different time zones when supporting international customers, distributors, or internal stakeholders.
• Relay product updates, shipment updates, documentation requests, and other customer-related information clearly and promptly.
• Assist with internal meeting preparation, account summaries, and follow-up action items.

Reporting, Documentation, and Process Support

• Maintain sales order tracking reports, shipment follow-up logs, ticket status reports, and account documentation.
• Help identify missing information, process gaps, recurring issues, or delays in customer support workflows.
• Support the Customer Success Manager in updating standard operating procedures, templates, and internal documentation.
• Track inventory availability and coordinate with procurement or logistics teams when customer orders may be affected.
• Ensure CRM, inventory, ticketing, and internal records remain accurate and up to date.

AI-Enabled Efficiency

• Use AI tools to support daily work, including drafting customer emails, summarizing account history, organizing follow-up tasks, preparing reports, and improving documentation.
• Review AI-generated content carefully for accuracy, professionalism, confidentiality, and compliance before sharing internally or externally.
• Identify opportunities to use AI or automation to reduce manual work, improve communication quality, and increase operational efficiency.

Required Qualifications

• 1-3 years of experience in customer service, account coordination, sales operations, order management, customer success, logistics coordination, or a related role.
• Strong written and verbal communication skills with a professional customer-facing manner.
• Strong attention to detail and ability to manage multiple follow-ups, deadlines, and account-related tasks.
• Ability to work cross-functionally with sales, logistics, finance, procurement, operations, and customer success teams.
• Comfortable using CRM, ticketing, inventory, phone, email, and productivity systems to manage daily workflow.
• Proficiency in using AI tools such as ChatGPT, Microsoft Copilot, Claude AI, or similar platforms to improve communication, organize work, summarize information, and support reporting.

Preferred Qualifications

• Experience in biotech, diagnostics, medical device, life science, healthcare, distribution, or other regulated B2B environments.
• Experience supporting distributors, commercial partners, international customers, or cross-timezone communication.
• Experience with HubSpot, SOS Inventory, Jira, Aircall, QuickBooks, Microsoft 365, Google Workspace, or similar business systems.
• Experience preparing quotes, tracking purchase orders, coordinating shipments, or maintaining customer account records.
• Experience supporting SOP documentation, workflow improvement, or customer service reporting.

Tools and Systems

• HubSpot CRM and ticketing system
• SOS Inventory or similar inventory/order management system
• Jira or similar issue-tracking platform
• Aircall or similar phone system
• QuickBooks or similar accounting/order support system
• Microsoft Office, Microsoft 365, Google Workspace, or similar productivity tools
• AI tools such as ChatGPT, Microsoft Copilot, Claude AI, or similar platforms