Account Coordinator

Ironwear; Houston (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Career growth & development

Competitive compensation plan

Group benefits: medical, dental, and ̹

Vision benefits

Paid time off

Paid holidays

401k with company match

Job summary

Ironwear is a long-standing safety solution provider seeking an Account Coordinator to serve as the liaison between customers, the Sales Team, and internal staff. The role includes a limited sales capacity, maintaining relationships, and delivering first-class service to help customers choose the right PPE and related products.

You will handle inquiries across calls, emails, and chats; evaluate orders for Processing; support product questions about inventory, pricing, and backorders; and

Qualifications

• High school degree or GED required.
• A minimum of two years related experience.
• Customer-focused; able to provide first-class service.

Responsibilities

• Answer calls, emails, and chats with first-class customer support.
• Evaluate and process orders with the Processing Department.
• Assist customers with product inquiries on inventory, pricing, orders, backorders and returns.
• Provide product knowledge to address questions and concerns.
• Collaborate with account managers to ensure accurate order processing.
• Maintain customer data in ticketing, ERP, and CRM systems.
• Flag patterns or concerns to management for follow-up.

Skills

Verbal communication

Written communication

Microsoft Office

Multi-tasking

Organizational skills

Interpersonal skills

CX ticketing software

Education

High school diploma or GED

Tools

Zendesk

Gorgias

Kustomer

Job description

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.

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.
• A minimum of two years related experience.

• Career growth & development

• Competitive Compensation Plan
• Group benefits including medical, dental, and vision benefits with 100% premiums paid by Ironwear
• Paid Time Off
• Paid Holidays
• 401k with company match