Account Coordinator

The Account Coordinator independently manages the sales operations and order fulfilment process for assigned sales accounts. This entails providing a high-level of service and order issue resolution for both internal cross-functional and external stakeholders/customers, through independent work or, where appropriate, seeking collaborative support from internal and external teams.

Ensure activities are carried out in line with company policies, customer requirements and applicable UK, EU and/or US regulations.

Duties/Responsibilities

• Accept, process and record customer orders, including verifying bookable documents are complete and accurate prior to booking.
• Schedule, facilitate, and moderate regular cross-functional meetings to review order status and escalate issues to relevant stakeholders for issue resolution, including:
  • Meet with warehouse management to review reporting and ensure items are received, picked, packed and dispatched in line with customer commitments.
  • Meet with Manufacturing Management to ensure orders are completed within agreed customer timelines.
  • Meet with Supply Chain leadership to confirm that estimated delivery dates (ETAs) of open orders are accurate and ensure parts are ordered to fulfil the booked orders.
  • Collaborate with Product Engineering to resolve engineering change requests and analyse customer requests to ensure Engineering has all the information needed to complete requests.
  • Facilitate effective communication between Product Engineering, Account Management, and external customers to support timely resolution of queries and issues.
  • Identify customer order process improvement opportunities, communicate recommendations to customers, collaborating with them to update their workflows to achieve future error-free order submissions.
  • Maintain ownership of customer profiles within the ERP system to ensure highest level of data accuracy and integrity prior to publication to customer-facing Hatch portal.
  • Undertake other reasonable duties requested by the Customer Service Manager, in line with the scope of the role.

Education and Experience

• GCSE’s or equivalent.
• Experience working in a high-volume, fast-paced sales environment is desirable.
• Experience in a sales operations role is desirable.
• Experience within an IT or IT manufacturing environment would be advantageous.

Knowledge, Skills, Abilities

• Ability to build and maintain strong working relationships with external customers.
• Self-motivated and able to work independently, while recognizing the value of effective teamwork and being a collaborative partner.
• Strong verbal and written communication skills.
• Ability to build rapport easily with stakeholders at all levels, both internally and externally.
• High level of attention to detail and strong organisational skills
• Effective time-management skills and the ability to manage multiple priorities.
• Ability to adapt to changing requirements and priorities.
• Ability to work independently on projects.
• Ability to work effectively and efficiently under pressure, while maintaining accuracy
• Understanding of data protection and confidentiality requirements, including the UK GDPR, the Data Protection Act 2018, and internal data protection policies.

Working Conditions and Requirements

• This is a hybrid role, with an expectation of working from the office at least 2 days per week.
• You will be expected to work safely and in accordance with company health and safety policies and relevant HSE guidance.
• Applicants must have the legal right to work in the UK.  We are unable to offer visa sponsorship for this role.