Role Guide: Vendor Network Coordinator
For Vendor Network Coordinators on company-side (Side B) campaigns. After this page you will be able to recruit and onboard vendors, track their insurance and compliance, assign orders fairly, follow up on due dates, and keep the network strong county by county.
Track: Property Preservation · Role: Vendor Network Coordinator · Time to complete: 40 min
What you own
A preservation company is only as good as its vendors in each county. If no qualified vendor covers a ZIP code, orders there go late or get turned down. If a vendor's insurance lapses, the company must stop sending them work. You keep the network full, qualified and moving. You own:
- Coverage: knowing which vendors cover which counties and ZIP codes, for which services
- Recruiting: finding and contacting new vendors where coverage is thin
- Onboarding: collecting and checking every required document
- Compliance tracking: insurance, licences, background checks and agreements, with expiry alerts
- Order assignment: matching orders to the right vendor by area, service, score and workload
- Follow-ups: acceptance, due dates, missing updates and corrections
- Vendor communication: clear, respectful, consistent messages and calls
- Vendor scorecards: tracking quality and timeliness, and sharing results
Your handoffs
| You receive from | What | You pass to | What |
|---|---|---|---|
| Client (preservation company) | Coverage gaps, new markets, vendor issues | Vendors | Orders, instructions, follow-ups, scorecards |
| Vendors | Applications, documents, order updates | Photo QC Specialist | Vendor submissions for review |
| Insurance agents | Certificates of insurance | Team Lead and client | Compliance holds, recruit pipeline, coverage report |
| Photo QC Specialist | Vendor quality issues | Vendors | Coaching notes and fix requests |
Tools you use (generic)
- The client's portal (vendor management and order screens)
- Vendor master tracker (one row per vendor)
- Compliance calendar with expiry alerts
- Coverage map (counties and ZIP codes per vendor and service)
- Recruiting tracker (lead, contacted, applied, documents, approved)
- Email, phone or dialer, team channel, e-signature tool, shared drive
Part 1: Coverage and recruiting
Know your gaps
Build a coverage view by county: number of active vendors per service, average order volume, late rate. A county with heavy volume and only one vendor is a risk, even if that vendor is good.
| Coverage level | Rule of thumb (Narqix starting guide) |
|---|---|
| Healthy | At least 2 active, compliant vendors per service in the county |
| Thin | 1 active vendor, or vendors at full capacity |
| Gap | No compliant vendor, or orders being declined |
Where to find vendors
- Local lawn care, handyman, junk removal, cleaning and small construction businesses
- Local business listings and online home-service marketplaces
- Contractor groups and trade associations
- Referrals from current good vendors (ask them who they trust)
- Insurance agents who specialise in contractor coverage
- The client's own vendor application inflow
Recruiting call basics
- Say your name, the company you represent, and why you are calling, in the first sentence.
- Ask permission to continue.
- Ask about their services, counties, crew size, equipment, insurance and experience with preservation work.
- Explain the work honestly: photo requirements, due dates, payment cycle, and that pay depends on approved work.
- If they are interested, send the application and document list the same day.
- If they ask not to be contacted again, mark them do not contact immediately.
See the Vendor recruiting call script.
Never do this: never promise a vendor a set number of orders, a guaranteed income, or a payment date the client has not confirmed. Never mention your own country. If asked where you are, answer with the client's company and market, using the client's approved wording, for example: "I'm with (COMPANY NAME). We work with contractors all over (MARKET)."
Part 2: Onboarding
Full checklist: Vendor Onboarding Checklist page. In short, a vendor is not ready for orders until every required item is received, checked and recorded:
- Application and company profile (services, counties, ZIP codes, crew size, equipment)
- Tax form for contractor payment
- Certificates of insurance meeting the client's limits
- Background screening as required by the client
- Business and trade licences where required
- Signed vendor agreement, confidentiality agreement and any other client forms
- Portal access and training completed
- Coverage map entry and rates confirmed
Coach's note: most onboarding delays are not "no" answers. They are vendors who are busy and lose the email. A short, friendly follow-up every two business days, listing exactly what is still missing, moves more vendors to active than any long explanation.
Part 3: Compliance tracking
The vendor master tracker (one row per vendor)
| Field group | Fields |
|---|---|
| Identity | Vendor company name, owner name, contact phone, email, tax ID on file (yes or no, never write the number in chat) |
| Coverage | Counties, ZIP codes, services per county |
| Insurance | For each policy: type, carrier, policy number, limits, effective date, expiry date, additional insured confirmed (yes or no), certificate received date |
| Screening | Background check type, date, next due date |
| Licences | Type, number, state, expiry |
| Agreements | Vendor agreement signed date, confidentiality signed date, other forms |
| Portal | Portal ID, training completed date |
| Performance | Current scorecard grade, on-time rate, first-pass approval rate |
| Status | Prospect, Onboarding, Active, Hold, Inactive |
Expiry alerts
| Days before expiry | Action |
|---|---|
| 30 days | Friendly reminder to vendor and their insurance agent; request renewal certificate |
| 15 days | Second reminder; phone call if no reply |
| 5 days | Final reminder; tell Team Lead and client that a hold is possible |
| Expired | Status set to Hold per client rule; no new orders until a valid certificate is received |
Many clients require the certificate to come directly from the insurance agent or carrier, not from the vendor. Follow the client's rule. A certificate from the wrong source may not count.
Never do this: never assign an order to a vendor on Hold, never accept an edited or expired certificate, and never "pause" an expiry alert because the vendor is good or busy.
Part 4: Order assignment
Assign each order with a clear reason you could explain to the client.
Assignment checklist:
- Vendor is Active and compliant today
- Vendor covers the county and ZIP for this service
- Vendor has capacity (open orders and due dates checked)
- Vendor's score is acceptable for this order type (initial secures and winterizations to your strongest vendors)
- Special skills or licences matched (plumbing for winterization, roofing for tarp, licensed contractor for certain repairs)
- Order instructions and due date clear before sending
Fair distribution: follow the client's rules on how volume is shared. Where the client allows, give more work to vendors with better scores. Document the reason for unusual assignments.
Part 5: Follow-ups
| Follow-up | Trigger | Method |
|---|---|---|
| Acceptance | Order not accepted within client window | Message, then call, then reassign per rule |
| Due date reminder | Due tomorrow, no update yet | Message |
| Day-of check | Due today, no update by mid-day US time | Call |
| Past due | Due date passed, no update | Call and escalation (see Past-due order escalation script) |
| Missing items | QC found missing photos or answers | One numbered fix list |
| Bid response | Client approved or denied a vendor bid | Message with the decision and next step |
| Compliance | Expiry alerts | Email and call per schedule |
Daily rhythm
| Time in shift | Focus |
|---|---|
| First 15 min | Check in. Handover notes. Compliance alerts due today. |
| 15 to 60 min | Assign new orders. Check unaccepted orders. |
| Hour 1 to 2 | Due-today and past-due calls. |
| Core hours | QC returns to vendors. Onboarding follow-ups. Recruiting calls during the vendor's business hours. |
| Mid shift | Acceptance sweep. Due-tomorrow reminders. |
| Afternoon | Compliance renewals. Tracker updates. |
| Last 20 min | Handover. Daily report: orders assigned, late orders, holds, new vendors. |
| Weekly | Coverage report, recruiting pipeline, vendor scorecards. |
KPIs
Narqix starting targets. Adjust with your Team Lead after the first month.
| KPI | Narqix starting target |
|---|---|
| New orders assigned within 1 hour of receipt during shift | 95 percent or more |
| Orders accepted by vendors inside client window | 95 percent or more |
| On-time vendor completion | 95 percent or more |
| Compliance items expired without a hold | Zero |
| Certificates renewed before expiry | 90 percent or more |
| Onboarding time from application to Active | 10 business days or less |
| Recruiting calls per shift (when recruiting) | 40 to 60 dials, 8 to 15 conversations |
| Counties in "Gap" status | Reduce month over month |
Common mistakes
| Mistake | Fix |
|---|---|
| Assigning by habit to the same vendor | Use the assignment checklist every time |
| Letting a certificate expire unnoticed | Alerts at 30, 15 and 5 days |
| Long, unclear follow-up messages | Short, numbered, one ask per message |
| Over-promising volume to recruit a vendor | Explain honestly how orders are assigned |
| Not telling vendors their score | Share scorecards so they know what to fix |
| Treating vendors as opponents | They are partners; respect wins cooperation |
Escalation rules
| Situation | Escalate to | When |
|---|---|---|
| Vendor insurance expires | Team Lead and client | Same day |
| Vendor rude, threatening or abusive | Team Lead | Same day, end the call politely |
| Suspected reused photos or fake documents | Team Lead | Immediately, with evidence |
| No vendor available for an order | Team Lead and client | Same hour |
| Vendor reports injury or property incident | Team Lead and client | Immediately |
| Vendor disputes payment | Invoice and AR Assistant and Team Lead | Same day |
Check yourself
1. A vendor's liability certificate expires in 15 days and they have not replied to your first reminder. What do you do?
Send the second reminder to the vendor and their agent, and call. At 5 days, tell your Team Lead and the client that a hold is possible.
2. Two vendors cover a ZIP code. One has a much better score. Who gets the winterization order?
The higher scoring vendor, if they are compliant, have capacity and have the needed skill, and if the client's distribution rules allow it.
3. During a recruiting call the owner asks, "How many orders will I get each month?" What do you say?
Be honest: volume depends on the area, the season and performance scores, and you cannot promise a number. Explain how strong vendors tend to receive more work.
4. A vendor sends their own copy of a certificate. The client requires certificates directly from the agent. What do you do?
Thank the vendor, then request the certificate from the agent directly, and keep the vendor in Onboarding or on Hold until it arrives.
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