Responsibilities
- Uses understanding of client business needs to implement effective print and direct mail initiatives.
- Collaborates with clients to collect project details and converts them into clear production, shipping, and mailing instructions.
- Evaluates client requests against system and platform capabilities to ensure feasibility.
- Clearly conveys project specifications to internal and external production teams.
- Consults with clients during production to provide updates, request input, and manage changes.
- Resolves specification issues, inputs orders into production systems, tracks material deliveries, and adjusts instructions as needed for smooth execution.
- May oversee pricing strategies and implementation for assigned accounts.
- Serves as the main communication channel between clients and internal departments, particularly for smaller or mid-sized accounts or as the execution lead on larger strategic accounts.
- Builds and manages relationships with client contacts to support successful program delivery and issue resolution.
- Offers suggestions to improve quality, client satisfaction, efficiency, and cost-effectiveness.
- Stays informed about market trends, pricing shifts, and competitor actions.
- Develops process documentation, workflows, and job aids for internal and client use.
- May monitor production against forecasts using MRP systems or manage client inventory data, generate reports, and analyze results.
- May handle data entry tasks and set up new system items as required.
- May review work quality from other client care team members to verify completeness and accuracy prior to execution.
- Performs additional duties and contributes to special projects as assigned.
- May train and guide junior client care staff members.
- Keeps current with all operational procedures, policies, written guidelines, and directives.
- Leads corrective action efforts for medium to large accounts, identifying root causes and implementing improvements on behalf of sales and client teams.
- May support corrective action processes for strategic accounts.
- Acts as a lead customer service representative for clients and internal stakeholders, participating in or leading client meetings and business reviews.
- Addresses and resolves production issues and manages service recovery procedures.
- Supports the creation of prototypes and development of custom printed materials.
- May travel to client locations, production sites, or other facilities as needed, including attending press checks with clients.
- Oversees the production lifecycle from order initiation through final delivery and invoicing, ensuring all client requirements are fulfilled completely.
Work Arrangement
Hybrid
Other
- Must be capable of working remotely with little oversight.
- May be required to work weekends and holidays occasionally based on business needs.
- May travel to or work at client sites, production facilities, or other locations as necessary, including attending press checks with clients.
