Key Responsibilities and Required Skills for National Account Coordinator

🎯 Role Definition

The National Account Coordinator is the organizational backbone of the national sales team, acting as the primary point of contact for our most significant clients and internal stakeholders. This role is pivotal in ensuring the flawless execution of sales strategies and operational processes from start to finish. You are the central hub, meticulously managing the entire order-to-cash cycle, resolving client issues with a proactive mindset, and providing the data-driven insights that empower our National Account Managers. Success in this position means being the trusted, go-to resource who guarantees accuracy, efficiency, and exceptional service, thereby strengthening our key partnerships and enabling sustainable growth.

📈 Career Progression

Typical Career Path

Entry Point From:

Sales Assistant or Administrator
Customer Service Representative (Tier 2/3)
Operations or Logistics Coordinator

Advancement To:

National Account Manager / Key Account Manager
Sales Operations Specialist or Analyst
Category Analyst or Manager

Lateral Moves:

Project Coordinator
Marketing Coordinator
Supply Chain Analyst

Core Responsibilities

Primary Functions

Serve as the primary day-to-day operational contact for a portfolio of national retail accounts, building and maintaining strong, trust-based relationships with buyers, replenishment analysts, and administrative staff.
Meticulously process and manage the complete lifecycle of customer purchase orders, from initial receipt and entry into the ERP system to final fulfillment, ensuring 100% accuracy in pricing, quantities, item numbers, and shipping details.
Proactively monitor and manage order status throughout the fulfillment process, collaborating closely with logistics, warehousing, and supply chain teams to prevent and resolve potential delays or stock-outs.
Own the new item setup and maintenance process for all national accounts, accurately completing complex customer-specific forms and submitting all required product data and imagery via vendor portals.
Investigate, validate, and process customer deductions, chargebacks, and compliance fines by researching claims, gathering supporting documentation, and filing disputes to protect company revenue.
Prepare and distribute detailed weekly and monthly sales reports, performance dashboards, and point-of-sale (POS) data summaries for the sales team and leadership, highlighting key trends and takeaways.
Manage and maintain comprehensive account profiles, including contact lists, pricing agreements, promotional calendars, and specific compliance requirements, ensuring all information is current and accessible.
Act as a subject matter expert on various customer vendor portals (e.g., Walmart Retail Link, Target POL, Amazon Vendor Central), handling tasks such as inventory checks, order tracking, and data submission.
Coordinate the sample request process for new items, line reviews, and marketing initiatives, ensuring timely and accurate delivery to the correct client contacts.
Support National Account Managers in preparing for key client meetings and business reviews by compiling presentations, pulling sales data, and organizing meeting materials.
Facilitate seamless internal communication by acting as the liaison between the national accounts, sales team, and internal departments such as Finance, Marketing, and Operations.
Monitor and report on key performance indicators (KPIs) such as on-time shipping, fill rates, and order accuracy, identifying areas for process improvement.
Address and resolve a wide range of customer inquiries and issues, including shipment tracking, invoicing discrepancies, and product questions, providing timely and professional solutions.
Maintain and update promotional calendars, ensuring that all promotional pricing is correctly loaded into the system and communicated to the finance and order entry teams.
Assist in the forecasting process by providing historical sales data, tracking promotional performance, and noting inventory levels to help the planning team ensure product availability.
Manage return merchandise authorizations (RMAs) and credit memo requests, ensuring they are processed according to company policy and with proper approvals.
Conduct regular audits of account-specific data within the ERP/CRM system to ensure integrity and consistency across all platforms.
Onboard new national accounts by establishing system profiles, communicating operational procedures, and ensuring a smooth transition into our ecosystem.
Track and manage marketing development funds (MDF) or co-op advertising accruals and claims, working with accounting to ensure proper financial reconciliation.
Develop a deep understanding of each national account's unique compliance manual and routing guide to minimize shipping violations and associated financial penalties.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis to answer specific business questions from the sales or leadership team.
Assist in the preparation of materials and logistics for national sales meetings and major industry trade shows.
Collaborate with the broader sales support team to document and improve standard operating procedures (SOPs) for account management.
Participate in user acceptance testing (UAT) for new system implementations or upgrades related to the ERP or CRM platforms.

Required Skills & Competencies

Hard Skills (Technical)

ERP/CRM Proficiency: Hands-on experience with enterprise systems like SAP, Oracle NetSuite, Microsoft Dynamics, or Salesforce.
Advanced Microsoft Excel: Mastery of functions including VLOOKUP, HLOOKUP, Pivot Tables, SUMIFs, and complex formula creation for data manipulation and reporting.
Order Management Systems: Deep understanding of the end-to-end order-to-cash cycle.
Vendor Portal Management: Direct experience navigating and operating within major retail portals (e.g., Retail Link, Vendor Central).
Data Entry & Accuracy: Demonstrable speed and high accuracy in data entry and system maintenance.
Reporting & Analytics: Ability to generate, format, and interpret sales and operational reports.
Microsoft Office Suite: Strong proficiency in PowerPoint for presentations and Outlook for professional communication and organization.
EDI (Electronic Data Interchange): Familiarity with EDI transactions (e.g., 850, 856, 810) and the order process is a significant plus.
Business Acumen: General understanding of retail supply chain, logistics, and basic financial principles (e.g., margins, deductions).
Typing Speed: Efficient and accurate typing skills for rapid data processing and communication.

Soft Skills

Extreme Attention to Detail: A meticulous and precise approach to all tasks, catching errors others might miss.
Proactive Communication: The ability to clearly, concisely, and professionally communicate with both internal teams and external clients.
Problem-Solving: Resourceful and skilled at investigating issues, identifying root causes, and implementing effective solutions.
Organizational & Time Management: A master of multitasking who can prioritize a high volume of competing tasks and meet firm deadlines.
Client-Centric Mindset: A genuine desire to provide outstanding service and build strong, positive client relationships.
Resilience & Composure: The capacity to remain calm, professional, and effective while working under pressure and tight timelines.
Collaboration & Teamwork: Works effectively as part of a team, willing to assist others and contribute to shared goals.
Adaptability: Flexible and able to pivot quickly in a dynamic, fast-paced sales environment.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent is required. An Associate's Degree is often seen.

Preferred Education:

Bachelor's Degree.

Relevant Fields of Study:

Business Administration
Marketing
Supply Chain Management
Communications

Experience Requirements

Typical Experience Range:

2-5 years of direct experience in a sales support, customer service, or account coordinator role.

Preferred:

Experience within the Consumer-Packaged Goods (CPG), electronics, or retail manufacturing industry is highly preferred. Proven success supporting large, complex retail accounts is a significant advantage.