Account Coordinator - Client Services

The Account Coordinator is vital to the Client Services department as the customer contact and liaison for order management. The Account Coordinator focuses on Customer Management and on fulfilling the customer's orders. They are responsible for working with production to ensure the customers' orders are fulfilled on time and defect-free. Responsible for communication to the Customer and potentially the customer's customer as well as internally to all other departments.

They provide day-to-day support for all title / asset deliveries. The Account Coordinator must have some technical depth so that they can understand typical technical issues that arise in mastering and distribution servicing.

Responsibilities :

• Provide day-to-day support to the Customer with a laser focus on excellent customer service and customer satisfaction.
• Communication and reports will center on order management and deliveries.
• Supply the Customer's with regular account statuses, such as missing asset reports and delivery schedule.
• Work with third-party Content Providers and Customers, establishing and maintaining relationships, making sure that the Fulfillment team receives assets and files on time and in compliance with policies.
• Clearly communicate expected delivery dates for titles / assets, via entry of ordered titles into internal systems, and Email / verbal communication for special cases and exceptions.
• Daily identification of title / assets which are late or at risk of missing customer-specific SLA requirements. Proactive escalation of these issues to the Content Operations team and monitor the resolution / delivery.
• Coordinate with internal operations teams to ensure on-time delivery of all Customer orders. Set priorities according to the daily work schedules and agreed-upon production schedules.
• Notification to the internal stakeholders of any client workflow changes, request to onboard new providers, delivery delays, and programming changes. Responsible for escalating issues / changes quickly to supervisors and senior management.
• Create Proformas(estimated and final),and request POs from the customers.
• Work with Fulfillment to ensure they have all assets required to process an order.
• Request missing asset required to fulfill an order.
• Manage urgent or high-profile orders with Fulfillment.
• Escalate if an order is in jeopardy for being fulfilled on time.
• Coordinate all asset acquisition with Content Providers and third-party labs for on-time delivery of all titles in a customer's schedule if applicable to the assigned account.
• Alert Content Providers of any content not delivered to PDS prior to Due date.
• Advise customers of any content that may miss its start date due to late delivery BEFORE the due date occurs.
• Monitor the schedule and check the accuracy, reconciling any missing information. Work with client to ensure dates are accurate.
• Understand appropriate rate cards and the proper application of rates to orders.

Required Skills :

Education : Any Degree

Experience :

Send your CV to [HIDDEN TEXT] with the subject line 'Account Coordinator'

Skills Required

Asset Acquisition, Communication, Order Management, Customer Management