Account Coordinator (Managed Programs)

Description

SUMMARY

The Caesarstone Managed Program Account Coordinator will oversee a subset of affiliated retail customers and the related fabricators sub-contracted by Caesarstone to provide administrative and customer service support to those retail customers and fabricators. This is a day-to-day hybrid customer service, administrative support and data entry role to ensure smooth sales procedures.

--------------------------------------------------------

• Shift: Monday - Friday, 8:30am - 5pm
• Location: Concord, ON
• Salary: $50,000 - $60,000

PRIMARY RESPONSIBILITIES

• Represent Caesarstone in a professional manner through interaction with retailers, customers, and fabricators.
• Liaise with retailers, customers and fabricators.
• Ensure data imported into systems (Portal and Oracle) is complete and accurate.
• Coordinate slab shipments to Managed Program fabricators.
• Manage the project from beginning to end including fabricators job status and customer inquiries.
• Manage fabricator KPIs including timeline, and customer satisfaction score.
• Facilitate fabricator trainings to set program expectations and ensure proper online portal usage
• Field warranty inquiries and follow through for resolution.
• Monitor Managed Program stores’ AR aging reports to ensure funds are collected in accordance with established payment terms.
• Monitor fabricators’ AP reports to ensure funds are paid in accordance with established payment terms.
• Monitor material usage and facilitate waste reduction to achieve targets.
• Manage any concerns surrounding the custom countertop process including deescalating complaints from retailers and fabricators, identifying the appropriate corrective action, and seeing through resolution to customer satisfaction. This will entail occasional interaction with the homeowner / end user.
• Ensure consignment inventories are fully stocked, reported inventory counts are accurate, and replenishment shipments are timely.
• Where applicable escalate issues to maintain high levels of customer satisfaction.
• Occasional travel to affiliated retailer customers for employee training sessions.
• This is a diverse role with ever-evolving responsibilities, requiring a willingness to take on new, challenging tasks as they arise.

Requirements

QUALIFICATIONS

• Excellent communication skills, both written and verbal, with a problem-solving attitude.
• Detail oriented with strong organizational skills.
• Time-management skills, able to multitask and prioritize numerous concurrent tasks.
• Customer service experience.
• Excellent computer skills (MS Office in particular).
• Ability to both cooperate well as a team member and function efficiently on individual work.
• Minimum 3 years related experience, familiarity with the functional business environment.
• Post-secondary education an asset.
• Able to read simple floor plans and complete simple math calculations.

WORKING CONDITIONS

• Manual dexterity required to use desktop computer and peripherals.
• Occasional travel within Canada may be required.
• Repetitive work
• Overtime may be required
• Lifting or moving up to 10lbs may be required

--------------------------------------------------------

We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities.