REPORTS TO: Account Services Manager

JOB DESCRIPTION

POSITION: Account Coordinator II

REPORTS TO: Account Services Manager

FLSA STATUS: Non-Exempt

DATE UPDATED: 08/01/15

PURPOSE: Serve as a liaison between Owners and AIA Corporation. Assist Owners with day-to-day questions, facilitate billing process, ensure timely and accurate remittance of Owner commissions, monitor contract compliancy, and provide ongoing training and guidance. AC account base will include Platinum tiered Owners or the AC will need to demonstrate they possess the skills to work with higher level Owners in the near future.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

·  Owner 1st Point of Contact – Research and provide answers to all Owner inquiries. Communicate with Owners on all matters affecting their business while ensuring that Owners are in compliance with AIA standards. Maintain/retain communication documentation pertinent to transactional activity.

·  Backup Coverage – Provide backup AC coverage when other team members are out of the office and the Universal AC is unable to assist.

·  Phone Loop – Log into phone and assist with inbound phone loop calls from Owners.

·  Drive Issue Resolution Process – Work with staff in various departments within AIA to resolve Owner issues. Follow up with team members on progress, and ultimately ensure that Owner concerns are handled in a satisfactory manner.

·  ISIS (AIA’s order entry system) – Provide assistance with any questions that Owners may have regarding ISIS. Coordinate entry of orders when Owners are not able to, within AIA policy.

·  Report Inquiries – Handle Owner questions regarding all business reports as needed.

·  Form Completion – Assist Owners in completing forms for transactions such as invoice revisions, prepayments, etc.

·  Support Marketing Programs – Assist the Marketing Department by informing Owners by phone or by e-mail of various programs that marketing is offering. For example MVP Advantage Program, Constant Contact, AMP, Idea Book, Webstore setup, NSS Registration, etc.

·  Engage Field Sales Directors – Proactively engage Field Sales Directors when you identify sales coaching, development, and growth opportunities.

·  Communication with Collections Department – Ensure payment issues and concerns are communicated to the collections area.

·  Supplier and Customer Invoicing – Assist Owner through the Supplier and Customer invoicing process. The degree of AC responsibility in this process will be dependent on the service level chosen by the Owner.

·  Manage Unbilled Orders – Assist Owner through the unbilled process. The degree of AC responsibility in this process will be dependent on the service level chosen by the Owner.

·  Order Collection Report (OCR) and Sales Affiliate Commission Report (SACR) Processing – Audit OCRs/SACRs according to the defined reporting schedule. Verify all transactions on OCR/SACR for accuracy and field all Owner questions regarding results of OCR/SACR activities.

·  Order Management (STAR Only) – Contact vendors to verify receipt of purchase orders and also track order status. Verify that completed products will be shipped early enough to reach the delivery destination at the agreed upon in hands date. Track shipping status and request invoices after the products have been shipped.

·  Travel – Travel onsite to Owner’s office and/or industry events, focusing on strengthening the Owner relationship and conducting any necessary training.

·  Complete other job duties as assigned

KEY COMPETENCIES:

·  Strong verbal and written communication

·  Strong organization and prioritization skills

·  Strong analytical and problem solving skills

·  Strong interpersonal and relationship building skills

·  Ability to adapt to change

·  Ability to multi task and work in an environment with regular interruptions

·  Ability to work in a team environment

·  Ability to work under pressure, under tight deadlines

·  Ability to independently travel

·  Ability to speak/present in front of customers and conduct training sessions

·  Self-confident

·  Confidentiality

·  Attention to detail

·  Experience with Microsoft Office products

EDUCATION/ EXPERIENCE:

·  Associates degree preferred

·  TAS certification required

·  3+ years previous customer service experience preferred

·  At least 1 year of experience in Account Coordinator I role

STARTING WAGE:

·  $35,000 annual salary (additional consideration given if employee is already at this level prior to moving into this role)

·  $1.00/hr wage premium if working 6pm shift Monday-Friday