Main Responsibilities and Required Skills for Account Coordinator

An Account Coordinator is a professional who manages and grows client accounts. They monitor and report on client performance and perform market and competitive research. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Account Coordinators.

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Main Responsibilities of an Account Coordinator

The following list describes the typical responsibilities of an Account Coordinator:

Address

Address and resolve any issues with delayed shipments.
Address client needs as they occur.

Adhere to

Adhere to agency and client security protocols with all materials and assets.
Adhere to clients' brand guidelines.
Adhere to the stated IMP process, approval cadence and GBU business rhythm.

Analyze

Analyze performance data and contribute to report creation.
Analyze performance data to inform optimizations to reach desired KPIs.

Answer

Answer incoming calls, ensuring customers receive tier 1 level customer service.
Answer phones and other administrative duties.
Answer phones, route calls, and take / deliver messages.

Articulate

Articulate status of paid social media campaigns and delegate follow up items internally.

Assign

Assign tasks, duties and responsibilities to project personnel and monitor performance.

Assist in / Assist with

Assist Account Director with various requests from clients and special projects.
Assist client team(s) by developing accurate media lists and pitch calls as directed.
Assist creative team with productions.
Assist customers with parcel pick up at order desk.
Assist in acquiring required permits.
Assist in analytical storytelling of recaps.
Assist in entering jobs in Traffic, issuing POs and invoices.
Assist in handling customer escalations.
Assist in identifying features for future product development.
Assist in recommending ways to improve the efficiency of the team's operation.
Assist with Business Affairs matters.
Assist with campaign strategy development.
Assist with challenging client requests or issue escalations as needed.
Assist with collating features databases.
Assist with existing storage accounts as needed.
Assist with ongoing and ad-hoc meeting scheduling an agenda development.
Assist with organizing and scheduling collection events, special programs, etc. as required.
Assist with preparation of Customer Quotes as required.
Assist with special projects as needed and assigned.

Attend

Attend agency and industry events.
Attend all necessary events as needed from the direction of Account Supervisor.
Attend client meetings and actively participate in daily communication with clients.
Attend daily planning meetings communicating any / all.
Attend development meetings and conference calls as required.
Attend sales meetings and calls.
Attend unit, department, and company meetings and training sessions.

Build

Build and send candidate profiles / resumes for job openings.

Carry out

Carry out general administrative tasks for team.

Collaborate

Collaborate across several key client account teams.
Collaborate with Account Lead to establish a 1-year vision for each key account and evolve as needed.
Collaborate with and support strategists who are guiding the direction of each campaign.
Collaborate with data and CRM teams as necessary to complete onboarding.
Collaborate with our teams to ensure adoption and successful renewals.

Collect

Collect all design assets for designers.
Collect and deliver advertising campaign data.

Communicate with

Communicate Contractor Punch List to sales and install team members where applicable.
Communicate customer feedback to Marketing, Sales and Product Development teams.
Communicate difficult and sensitive information tactfully and professionally.
Communicate, monitor, and ensure proper service set up within assigned portfolio.
Communicate with clients via email phone and screen share.
Communicate with suppliers to submit orders, check pricing, item availability, and shipping.

Compile

Compile and communicate competitive information.
Compile and distribute monthly maintenance schedules from regional branches.
Compile weekly and / or monthly reports.

Complete

Complete and full availability the first 90 days of employment.
Complete annual Low-Income Housing Tax Credit (LIHTC) certifications for new and existing tenants.
Complete close out documentation required per job where applicable.
Complete data entry of receipts, shipments and inventory adjustments in customer web portal.
Complete discrepancy screening of customer materials and contacts customer for closure.
Complete required certifications in various digital advertising platforms.
Complete required reports (status reports, inventory reports, etc.) for the customer.
Complete, reviews and processes group and individual paperwork.
Complete word processing tasks and administrative duties efficiently and timely.

Compute

Compute payments to invoices within the system to account for customer receivables correctly.

Conceptualize

Conceptualize creative ideas for design team to execute.

Conduct

Conduct audience research and assists in tactical proposal builds.
Conduct research as necessary to support pitches, proposals and recommendations.
Conduct research for new opportunities to improve results for clients.
Conduct routine call-backs and evaluations of service to verify customer satisfaction.
Conduct warehouse inventory tracking using Asus Inventory Management Systems.

Contact

Contact customer with any changes to their prescriptions or plan.

Coordinate

Coordinate account builds and projects related to client PPC campaigns.
Coordinate all details of photo and video shoots and other project related work.
Coordinate all facets of the installation, service, billing and monitoring support.
Coordinate and oversee the 'go live' process.
Coordinate development and design of printed materials with graphic design team.
Coordinate meetings, calls and demos for the Account Management team.
Coordinate meetings, including scheduling and note-taking.
Coordinate, monitor and report all aspects of work being done in support of client initiatives.
Coordinate post-entry activities on the customer's behalf.
Coordinate project activities and deliverables across various teams.
Coordinate shipments and dock appointments.
Coordinate trade show shipping logistics.
Coordinate website redesign projects from start to finish.
Coordinate with install teams to meet scheduled dates.
Coordinate with team members working on the same account to ensure consistent service.
Coordinate with the Sr. Account Director to approve notes before distributing to the creative team.

Correspond with

Correspond with business partners in various mediums to include written, phone or e-mail.

Create

Create administration guidelines to ensure appropriate details of file setup as requested by clients.
Create and edit marketing copy to be placed on CN websites and email campaigns.
Create and maintain internal and external timelines to keep campaigns on track to meet deadlines.
Create and maintain media lists and facilitate routine media inquiries.
Create and maintain regular reports on the progress of these accounts.
Create and present product quotes to prospective and existing clients.
Create and update project documents such as work-back schedules and content trackers.
Create detailed reports of campaigns' results.
Create engaging content for Instagram, Facebook, Twitter, LinkedIn, Pinterest, and more.
Create engaging graphics and find images to accompany posts using Canva.
Create general correspondence to carriers and clients.
Create timelines based on predetermined creative deliverables.

Deliver

Deliver internal reports and client business updates on a regular basis.

Design

Design and renew sales proposals.

Determine

Determine the customer's needs and resolve them taking into consideration all available options.

Develop

Develop and execute paid search strategies for clients on an as needed basis.
Develop and maintain a strong relationship with customer's front-line personnel.
Develop and maintain detailed site plans and experience overviews.
Develop and maintain positive vendor relationships.
Develop, implement and maintain a standard file system for all tenant files across the GFB portfolio.
Develop, implement and optimize paid search campaigns.
Develop knowledge of the Corporate Sales department and U-Haul operations.
Develop new insights into situations.
Develop new opportunities within any smaller accounts you own.
Develop relevant, winning pitches.
Develop strong relationships with internal teams across the org.

Document

Document client communication daily through CRM system.
Document discussions during client meetings and conference calls.
Document important meeting notes, action items and next steps during client meetings and calls.
Document / Log conversations and inquiries with customers.

Draft

Draft and distribute weekly action lists based on understanding of project status.
Draft and update timelines based on understanding of optimal project steps.
Draft content for social channels including, Twitter, Facebook, Instagram, LinkedIn, etc..

Drive

Drive to improve systems (turn chaos into clean, uncomplicated structure).

Ensure

Ensure all clients' requests are met in a timely and service-oriented manner.
Ensure all driver paperwork is submitted daily and in timely manner.
Ensure exceptional service delivery.
Ensure follow-ups with client on assigned projects.
Ensure monthly campaign actualizations are completed at the expected date.
Ensure orderly, productive meetings and timely completion of project work.
Ensure tasks get completed on time.
Ensure that all materials present the JLL brand consistently and follow corporate brand standards.
Ensure that renting and advertising practices are not discriminatory.
Ensure timely collection and deposits of AR.
Ensure you are aware of all client coverage as it appears.

Escalate

Escalate AR challenges according to agreed standards (to Controller).

Establish

Establish customer relationships by responding to customer inquiries and supporting issue resolution.
Establish goals, develop schedules, align people, and evaluate results.
Establish yourself as a trusted resource to the internal team.

Evaluate

Evaluate book of business accounts and update any entries as necessary.

Execute

Execute the Client programs with excellence.

Expand

Expand current customer base and work with management to identify new markets.

Expedite

Expedite all customer issues with high sense of urgency and reduce service failures.

Facilitate

Facilitate external communication with clients (updates, presentations, status calls, etc.).
Facilitate internal communication between multiple internal stakeholders across disciplines.
Facilitate internal communication between sales and other functions within the advertising org.
Facilitate Project Close Review to define lessons learned and gaps and wins.

Follow up

Follow up with clients who express concerns, complaints or issues.

Forecast

Forecast and track key account metrics.

Foster

Foster Collaboration and Teamwork.
Foster driver relationships for each account to ensure driver retention.

Gather

Gather and prepare data for monthly campaign reporting and analysis.

Generate

Generate and follow up on open items.
Generate SCL and invoices and related documents, and file those documents.
Generate system Projects through AutoQuotes conversions.

Guide

Guide day-to-day development of advertising activities within approved plans.

Handle

Handle ad hoc administrative tasks when necessary.
Handle basic research of Client's business and industry to maintain a current knowledge base.
Handle complaints or emergencies periodically.
Handle freight claim disputes.
Handle high volume of work.
Handle new vendor requests, purchase orders, invoices, vendor payments.
Handle operational structures like purchase orders, insertion orders and NDAs.
Handle production materials, process orders and contracts.
Handle time sensitive work.

Help

Help create promotional materials (e.g. presentations and videos).
Help define budgets and timelines for projects.
Help manage full time and freelance matters.
Help secure programs and tools needed by Global Marketing & Communications team via vendor outreach.
Help to moderate and monitor social communities in our space including social auditing and listening.

Identify

Identify and highlight common retailer feedback to the business to drive overall improvement.
Identify areas for scale and growth within accounts.
Identify data discrepancies.
Identify & develop Annapurna's Key Customer Accounts (KCA).
Identify local and national marketplace initiatives.
Identify opportunities to grow business with existing clients.

Implement

Implement, analyze and optimize both paid search and paid social campaigns.
Implement and execute the marketing strategies of the Company.
Implement and optimize paid search campaigns.
Implement, manage, analyze and optimize clients paid social campaigns.

Improve

Improve star ratings and search result rankings.

Inform

Inform clients on latest product and industry updates and strengthen client product knowledge.

Initiate

Initiate bonds through the online systems and submit to the Surety Company.
Initiate, review, or approve modifications to project plans.

Input

Input data into pacing trackers and optimization logs on a regular basis.
Input Via Microsoft Excel Upload Clients Into CRM System.

Invoice

Invoice follow up with accounts receivable.

Issue

Issue sales transaction invoices when required.

Keep

Keep Agency team members informed on project status.
Keep an eye on timely time sheet submissions and department expenses.
Keep business partners apprised of the exception process.
Keep department organized / Ensure data bases and electronic records are up to date.
Keep managers, executives and producers informed of significant developments on accounts.

Lead

Lead the customer's onboarding and implementation experience.

Learn

Learn and maintain knowledge of client accounts.
Learn and use Google Analytics.
Learn fast and think on your feet.
Learn tools such as Amazon Ads Platform and DASH Applications.

Leverage

Leverage and maintain strong relationships with external media vendors.

Liaise with

Liaise with account managers to align creative and strategic direction.
Liaise with internal teams to ensure proper pre-and post-sales service.
Liaise with our hardware vendors to ensure timely and accurate delivery of physical purchases.
Liaise with vendors and agency team in preparation for campaign launches.
Liaise with your team to resolve customer inquiries (via phone and email channels).

Maintain

Maintain analytical perspective, building out KPI and measurement frameworks.
Maintain and adjust inventory records to reflect product movement.
Maintain and manages delivery schedule.
Maintain and update accurate account information in database.
Maintain and update client records.
Maintain and update Salesforce.
Maintain and update sales notes and customer records in full.
Maintain a professional attitude internally and with clients, even in challenging situations.
Maintain a strong knowledge of industry and company operations.
Maintain clear and direct lines of communication with Account Manager on account status.
Maintain client dashboard and special requests for reporting.
Maintain composure in high stress environments and situations.
Maintain critical paths and key milestone dates.
Maintain current product knowledge and help client select products based on existing needs.
Maintain customer and product profile data.
Maintain customer's materials and process of a production run to ensure delivery dates are met.
Maintain daily and weekly reports using Microsoft Excel.
Maintain detailed program workbooks, updated critical paths and priority lists weekly.
Maintain general knowledge of FedEx products and services.
Maintain Journal Entries for payroll, job costing, and beginning balances.
Maintain log of all daily activities through Management Operating System (MOS).
Maintain up-to-date databases (sponsorship, attendee, membership, etc.).
Maintain up-to-date knowledge of key account requirements and business focus.

Manage

Manage account vendors (branded goods, printing services, etc.) and source new vendors as needed.
Manage accurate reporting process.
Manage all trailer pools related to assigned accounts.
Manage and grow smaller client accounts independently.
Manage content updates for blogs, newsletters, and social media.
Manage incoming requests from clients via email & Slack.
Manage internal calendars, schedule meetings, invites, etc..
Manage orders and projects throughout sales cycle consistent with customer and company expectations.
Manage recruitment processes on behalf of Annapurna for KCA whilst working with Annapurna recruiters.
Manage several support bookkeepers.
Manage small client projects independently, and supporting your team on larger projects.
Manage small projects as assigned.
Manage social media engagement and advertising.
Manage vendor and client inquiries via phone, email, etc..
Manage vendor relationships and key financial documents.

Meet

Meet and maintain productivity, quality and attendance performance metrics.

Monitor

Monitor and process all account transactions in our internal queue system.
Monitor and report on client performance on a regular basis.
Monitor campaign delivery and performance daily upon launch.
Monitor key competitors and industry trends, to maintain a competitive advantage.
Monitor media to report coverage that affects the Client's business.
Monitor open quotations and back orders for completion.
Monitor performance and coach retailers on best practices.
Monitor program operations, billing and reporting to confirm alignment with customer expectations.
Monitor, request and respond to online reviews.
Monitor emails for transfer request and creates orders to ship to customer sites.

Negotiate

Negotiate costs within provided guidelines.

Onboard

Onboard new hotels through communications, page implementation, and account setup.

Operate

Operate as a point of contact for any and all matters specific to account coordination.
Operate as Field, and sometimes Client liaison.
Operate with trust and integrity.
Operate with a high level of honesty and integrity.

Optimize

Optimize the effectiveness of advertising copy and assets provided by customers.

Participate in

Participate in campaign strategy, targeting and optimization.
Participate in client meetings and client conference calls by supporting senior staff.
Participate in monthly phone meetings and ongoing email updates with clients.
Participate in quote planning, pricing, and final pricing.

Perform

Perform administrative duties – answering main phone line, faxing, filing, etc.
Perform administrative duties for the account executive team, enhancing their effectiveness.
Perform administrative functions such as data entry, filing, and maintaining department files.
Perform business renewal activities.
Perform job confirmation administrative tasks.
Perform market and competitive research.
Perform new account setup in systems.
Perform research on themes identified by Advisors and Strategists.
Perform the day-to-day work that keeps the client happy and engaged.
Perform well both independently and on teams.

Plan

Plan and cross-train staff.

Post

Post ads to major media sites and specialized niche job boards.

Practice

Practice interacting with clients over the phone.
Practice the highest level of discretion with confidential and time sensitive material.

Prepare

Prepare, analyze, and / or submit documentation to CBP and PGAs.
Prepare and deliver project management status reports to clients and internal team.
Prepare and deliver weekly / monthly reporting to clients and management as needed.
Prepare and distribute monthly client communications such as dealer newsletters, MRU.
Prepare and distributes= relevant and accurate reports as required.
Prepare and review reports as required.
Prepare and send customer volume / environmental reporting.
Prepare and submits internal client circulation and PAAB packages.
Prepare briefing and business requirements documents on a project-by-project basis.
Prepare Customer Settlements and associated documents for Finance to generate invoicing / payments.
Prepare, file and retrieve sales-related documents, like contracts.
Prepare manual invoicing requests, as needed.
Prepare pending reports and shipping reports.
Prepare project timelines to ensure all projects are completed according to schedule.
Prepare reports on account status.
Prepare sales presentation and pitch decks for senior account leads.

Prioritize

Prioritize and multitask several complex projects at a time.

Process

Process customer invoices and conduct soft collections, as needed.
Process, document and respond to customer inquiries or complaints when applicable.
Process final audits and sends to insured.
Process final cancellations.
Process incoming agency bookings and act as billing aid to the team.
Process incoming and outgoing Freight shipments.
Process marketing, advertising and consumer.

Produce

Produce client status reports and briefing materials for meetings.
Produce client's weekly\monthly reports.
Produce operational trend reports.
Produce reporting files and high-level insights for our clients.

Provide

Provide accurate operational AR reports.
Provide administrative support on budgets and docket management.
Provide coordination and support for multiple campaigns and projects.
Provide customer service to existing accounts including conflict resolution.
Provide feedback and ideas for our internal funding process.
Provide immediate response to all client comments, inquiries and requests.
Provide industry best practice and data driven recommendation to shape future client strategy.
Provide ongoing recommendations and implement optimizations.
Provide product information and application assistance for groups and individual members.
Provide professional after-sales support to enhance the customers' dedication.
Provide reporting and associated analyses specific to KPIs and unique client goals.
Provide sales support to our Account Management team.
Provide support and assistance to Middle Market Account Managers.
Provide support in coordination tasks such as sending receipts, updating credit cards, etc..
Provide support in the current AP process.
Provide support to the PM in the creation of project plans, critical paths, and managing timelines.
Provide thorough administrative and project support for client teams.
Provide updates to Management on project progress and potential issues.
Provide weekly internal updates and produce monthly client reports.
Provide weekly or monthly metrics for information and manage proactive feedback.
Provide wide-ranging administrative support to senior-level executives.
Provide "World Class” support to our National Account Customers and National Account Managers.

Receive

Receive incoming product and identify receiving exceptions.

Reconcile

Reconcile all credit card charges accurately.

Report

Report to the Content Studio Manager.

Request

Request customer related credits from Finance and communicate with team and customers.
Request necessary laboratory documents for customers.

Research

Research and resolve customer problems, acting as the customer liaison when necessary.
Research hardware / software information when necessary.
Research industry trends, generate PowerPoint presentations, build graphs, etc..
Research the history of previous repairs, orders, exchanges, invoices, and warranty information.

Resolve

Resolve customer complaints by investigating problems.

Respond

Respond timely to emails, messages, and other requests.

Review

Review and audit submitted work orders to ensure completion.
Review and implement campaign optimizations.
Review and interpret media plans to ensure all project deliverables are to spec and completed.
Review artwork changes & production files for accuracy before approval.
Review campaign reports and communicate strategies to improve campaigns.
Review incoming RFPs from key accounts and work with Account Lead to prepare a proposal.
Review, research, and correct inventory discrepancies.
Review retailer Planograms and validate using fact-based online response tools.
Review Tier 3 websites to assist / educate dealers on best practices.

Run

Run a 5k in under 25 minutes.
Run Daily Batch Settlement From The Credit Card Processor.
Run weekly status calls with clients.

Scan

Scan and attach all mail / correspondences in our Agency Management System.

Schedule

Schedule and coordinate daily social media posts.
Schedule Equipment Certified Start-Up Inspection where applicable.
Schedule service requirements on behalf of client in conjunction with internal service coordinators.

Secure

Secure client media opportunities in trade, consumer, business media and other outlets.

Share client feedback internally and ensure feedback is addressed correctly in project revisions.

Support

Support account communications and marketing initiatives.
Support Account Management team as needed.
Support drivers with loading parcels if required.
Support equipment and fixed asset administration.
Support financial project management.
Support in identification of proactive coverage opportunities (ad hoc and ongoing).
Support marketing initiatives (online and print).
Support multiple agency accounts, both consumer and B2B.
Support senior accounts team to arm them with all necessary client meeting collateral.
Support team budget and resources, including budget oversight and finance team collaboration.
Support team by receiving and processing purchase orders.
Support the account team in the execution of tactics, projects, and account administration.
Support the development and cultivation of client and internal relationships.
Support the development of project budgets by liaising with multiple practices within Bond.
Support the finance team with collections efforts.
Support the Programmatic, SEM, Social team on all tasks related to the management of campaigns.
Support the service and trading strategy teams with timely campaign launches.
Support various accounts in growth development plans in partnership with team members.
Support VP & International Account Manager in organizing various projects.

Take

Take ownership, responsibility and accountability to meet commitments.

Track

Track BCW social media metrics using Sprout Social and other tools.
Track monthly billability projections.
Track company inventory and forecasts future customer needs.

Train

Train and educate customers on how to effectively use Second Closet tools for their specific needs.
Train / coach internal staff on key customer requirements.
Train / update clients on new technology, product offerings and pricing of those products.

Troubleshoot

Troubleshoot and resolve problems on behalf of customers.
Troubleshoot campaign set up, tag management, brand safety set up, performance and pace fluctuations.

Understand

Understand and follow safety rules and established by regulatory bodies and client contracts.
Understand data complexities and strategies behind Customer Targeting.
Understand processes and procedural requirements of manufacturers.
Understand the expectations of, and communicate effectively with, all agency team members.
Understand the value of "learning the business” and building a strong career foundation.

Update

Update and maintain Clients' Consumer Portal(s).
Update and maintain contact information and sales activities in our CRM system.
Update and maintain PR support tools, including team trackers and contact lists.
Update internal databases with account information.

Use

Use PPC systems, such as Google AdWords and Bing Ads for day-to-day campaign management.
Use statistical methods to analyze data and generate reports for clients.

Utilize

Utilize analytics tools to generate reports on clients' product listing and media campaigns.
Utilize an internal database to assess and adjust supply quantity orders.
Utilize business and sales expertise to provide business and market strategies.
Utilize team project management software (Asana) to help track project progress and deadlines.

Verify

Verify documentation related to service requests, site requirements, maintenance scheduling etc..
Verify orders including customers' personal information.

Visit

Visit key customer locations to enhance ongoing business relationships.

Work with

Work in collaboration with Social Media Team in order to develop specific content for our market.
Work with Account Managers to set up campaigns across multiple consoles.
Work with clients to finalize ad spend within billing platform to generate monthly invoices.
Work with colleagues at the BTN to increase attendee numbers at relevant networking events.
Work with direct supervisor to develop strategic and tactical recommendations.
Work with Examiners to facilitate payment cash calls and scheme advances.
Work with internal stakeholders to adequately communicate needs.
Work within the client chosen publication technology program.
Work with other Project Accounting team members to provide full service accounting.
Work with the branches and Monitoring department to research and resolve customer issues.
Work with the Creative Director and Operations Manager to assign creative resources.

Write

Write, edit, and revise – about topics ranging from brand leadership to products and services.
Write SLD design and production briefs.

Most In-demand Hard Skills

The following list describes the most required technical skills of an Account Coordinator:

MS Excel
MS Word
Customer Service
MS Powerpoint
Marketing
MS Outlook
Sales
MS Office
Account Management
SAP
Project Management
Advertising
Administrative and Data Management
ERP Packages
Microsoft Dynamics
Oracle
Peoplesoft
Business
Agency
Communications

Most In-demand Soft Skills

The following list describes the most required soft skills of an Account Coordinator:

Written and oral communication skills
Attention to detail
Interpersonal skills
Multi-task
Organizational capacity
Problem-solving attitude
Organized
Time-management
Detail-oriented
Analytical ability
Meet deadlines
Work under pressure
Proactive
Relationship building
Self-motivated
Bilingualism
Leadership
Team player
Work ethic
Self-starter