Job Description: Operations & Customer Accounts Coordinator

Job Title: Operations & Customer Accounts Coordinator

Employment Type: Full-Time

Schedule: Monday – Friday, 8:00 AM – 5:00 PM Eastern Time (40 hours per week)

About the Role

We are seeking a highly organized and proactive Operations & Customer Accounts Coordinator to support the day-to-day operations of a growing B2B software company. This role is ideal for someone who enjoys keeping business processes organized, maintaining accurate customer records, coordinating with customers, and ensuring operational tasks are completed efficiently.

The successful candidate will work across several Zoho One applications, primarily Zoho Books and Zoho CRM, while also supporting customer account management, accounts receivable follow-up, administrative operations, and basic HR administration.

This position requires someone who takes ownership of their work, communicates professionally, follows through on commitments, and can manage multiple priorities with minimal supervision.

Key Responsibilities

Customer Billing & Accounts Receivable

• Create and send customer invoices through Zoho Books
• Monitor outstanding accounts receivable
• Send payment reminders and professionally follow up on overdue invoices via email and phone
• Record customer payments and maintain accurate billing records
• Prepare weekly accounts receivable aging reports
• Escalate overdue accounts to management when necessary
• Assist with month-end bookkeeping support by ensuring customer records are complete and accurate

CRM & Customer Data Management

• Maintain accurate customer records within Zoho CRM
• Update customer contact information, billing details, and account notes
• Merge duplicate records and improve CRM data quality
• Create tasks, reminders, and follow-up activities
• Track customer interactions and maintain complete account histories
• Generate CRM reports for leadership as needed

Customer Communication & Coordination

• Schedule meetings between customers and company leadership
• Send meeting invitations, reminders, and follow-up communications
• Document meeting outcomes and update CRM records
• Maintain regular communication with existing customers to ensure timely follow-up and excellent service
• Identify customer concerns and escalate them to the appropriate team members

Administrative & Operations Support

• Organize company documents and operational records
• Track internal tasks and ensure deadlines are met
• Support vendor and customer communications
• Assist with reporting and operational documentation
• Help improve and document internal business processes
• Provide administrative support to company leadership as needed

HR Administration

• Maintain employee and contractor records
• Assist with onboarding documentation and file management
• Update records within Zoho People
• Track leave requests and employee documentation
• Maintain confidentiality of employee information
• Support internal HR administrative tasks as assigned

Qualifications

• Previous experience in operations, administration, customer accounts, or office management
• Strong experience using Zoho Books and Zoho CRM
• Experience with accounts receivable follow-up and customer billing
• Excellent written and verbal English communication skills
• Strong organizational and time management skills
• High attention to detail and accuracy
• Ability to manage multiple priorities independently
• Professional customer service and communication skills
• Proficiency with Microsoft Office or Google Workspace

Preferred Qualifications

• Experience using additional Zoho One applications such as Zoho Desk, Zoho Projects, Zoho People, Zoho Analytics, Zoho WorkDrive, Zoho Forms, or Zoho Sign
• Basic bookkeeping knowledge
• Experience supporting executives or small business operations
• Familiarity with documenting and improving business processes

What We're Looking For

The ideal candidate is someone who:

• Takes ownership of assigned responsibilities
• Is proactive and dependable
• Communicates professionally with customers and team members
• Maintains accurate records and documentation
• Follows up consistently without requiring constant supervision
• Thrives in a fast-paced, detail-oriented environment
• Can balance customer service, administrative, and operational responsibilities effectively

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Accurate and up-to-date customer billing records
• Timely accounts receivable follow-up
• Reduction in overdue invoices
• Clean and accurate CRM data
• Timely scheduling and documentation of customer meetings
• Completion of assigned operational and administrative tasks
• Well-organized HR and company records
• Consistent communication with customers and internal stakeholders