Account Coordinator

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:

• Strong verbal and written communication skills.
• Strong interpersonal skills.
• Experience working effectively in a fast-paced team environment managing high volumes of orders without error.
• Experience with workflows in multiple locations across multiple time zones.
• Must be highly organized and able to work independently within own process.
• Proven ability to design processes from the ground up to support an evolving business need.
• Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form.
• Proven ability to identify the correct problem and solve it.
• Must be able to effectively document all processes, designs, and data flows.
• Strong attention to detail and the ability to juggle multiple priorities is a must.
• Ability to work well under pressure and within tight deadlines.
• Ability to listen and engage different cultures and perspectives.
• Positive, service-oriented personality.
• The ability to learn and process information quickly is a plus.
• Must be flexible to work extended hours and/or weekends to meet project deadlines.

Experience:

• Minimum of 3 years experience in working in a Customer Service-based role.
• Customer Service experience at an Entertainment or Media company is strongly preferred.

bangalorejobs@premieredigital.net