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Account Coordinator

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Title: Account Coordinator
Department: 60: Service
Reporting to: Customer Service Manager

Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and development applications. We’re placing a major emphasis on maximizing our opportunities by expanding our ranks with an energetic and qualified Field Service Engineer in Indianapolis. Help us become the best example in the laboratory automation field by enabling laboratory productivity and providing our customers with the Ultimate Automation Experience™.

The Account Coordinator plays a pivotal role at Velocity11. They are the primary internal contact person for the accounts in her region. The Account Coordinator is the first point of contact when a customer calls Velocity11, and is responsible for promoting Velocity11’s Commitment to Service. Customers will rely on the Account Coordinator to help them through difficult moments and to celebrate their victories!

Internal customers will rely on the Account Coordinator to provide an accurate overview of the accounts in their region. The Account Coordinator will be responsible for gathering account information, and reporting any successes or failures to the appropriate field service and sales staff. They will also be responsible for escalating issues as necessary.

Duties:

Customer Support
•  Responsible for making decisions that will guarantee customer satisfaction
•  Acts as the primary in-house resource for accounts in defined territory
•  Answers initial customer inquiries
•  Escalates service cases as appropriate to production, engineering, or applications groups
•  Solicits customer feedback
•  Leads scheduled conference calls, reports minutes to key players, follows up on outstanding issues
•  Communicates warranty/service agreement expirations to customer
•  Organizes customer visits to Velocity11

Field Staff Support
•  Communicates account issues to the Regional Sales Manager (RSM) & Field Service Engineer Field Service Engineer (FSE)
•  Communicates customer interest to field sales staff
•  Assists field sales staff with equipment demonstrations
•  Orders equipment
•  Gathers equipment
•  Sends necessary parts
•  Communicates new orders to FSE & RSM
•  Coordinates equipment installations
•  Works with Technical Support to ensure timely follow up to reported issues
•  Schedules field service visits, including breakdown repair, upgrades, PMs, and re-certifications
•  Coordinates with FSE to ensure timely closure of Service Calls & sending of Service Reports
•  Coordinates part shipments to FSE

Database Management
•  Updates databases with customer information, customer interactions, etc.
•  Maintains databases (SLX, CRM)
•  Assigns, re-assigns service cases
•  Ensures accuracy of data
•  Participates in database testing and new database roll out plans

Order Administration
•  Prepares quotes for field sales and service staff
•  Processes customer orders
•  Works with field staff to ensure complete/accurate orders 
•  Receives approval for non-standard terms/conditions
•  Confirms new orders
•  Updates customer when order status or ship date changes
•  Works with Marketing group to gather required part numbers, pricing, etc.

General Administration
•  Inputs FSE appointments into shared calendar
•  Tracks movement of Capital Equipment, and prepares for audits
•  Serves as a backup to other account coordinators during their breaks and PTO
•  Assists in service inventory counts

Education/Experience
• 3+ years experience in a customer support role
• College degree
• Friendly and energetic
• Excellent verbal and written communication skills
• Able to identify areas that need improvement
• Aptitude for learning new software programs
• Highly organised
• Outstanding problem solving skills
• Flexible
• Eager to direct own career path
• Computer proficiency, especially with Microsoft Outlook, Word and Excel

Please submit your resume, along with a cover letter detailing how you can contribute to providing our customers with the Ultimate Automation Experience™ to: jobs@velocity11.com
We are an equal opportunity employer. Principals only, no phone calls, please.