SPECIALIST, CLIENT SERVICE
Responsibilities
This position assigns work responsibilities through their global knowledge of operational functions to ensureflawless execution within Creative Services, Contact Center, Digital Print, IT, Production and collaboration with peers managing the client’s inventory/estores. Also manages large on-going projects that may be composed of several smaller projects/jobs.
Participates as required in Start of Work Meetings as assignedReview estimates and budget to understand the baseline for the project, to accurately manage change
Hold meetings to review performance issues/concerns regarding customer expectations or requirements (Status, Process Improvement, User Meetings, etc.)
Interfaces with internal customers to clarify project/job expectations and ensure consistent communications with all working team members/departments
Provides PMO, NBD or Account Management with project/job status, concerns or risks as defined by the organization
Creates detailed work instructions/business guidelines, etc. for all operational areas utilizing customerprovided specifications following departmental processes
Complete RMM when materials are required to go back into customer inventory
Audits a variety of forms, to include but not limited to invoices, program metrics, data files, automated and manual reports as requested by our clients
Plans daily, weekly and monthly requirements, instructions, timing for daily projects to effectively control cost and avoid delays in work processing
Identifies requests outside of day-to-day activity that requires a change in process, program change, requires re-estimation, etc. and is escalated to Account Management
Suggest process improvements as required, individually or through focus groups
Escalates, answers questions, and supports the team in resolution of timing concerns, operational and/or procedural issues
Follows up on project/job status with internal departments to ensure due dates and proper job requirements are implemented
Maintain excellent customer service, strong telephone support and ability to answer or research answers
Rectifying issues as they arise, facilitating a solution, and following up to confirm resolution
Ensures a clean, organized and safe work environment
Willingness to be inconvenienced for the customer
Adheres to GMP, GDP, HIPAA, Safety and Security Guidelines
Assist in training of team members as required
Some projects may require the Specialist to act as the Account Manager on the account, these projects are selected and determined based on account status/requirements
All other duties assigned
Qualifications
Daily attendance, punctuality and availability are critical essential functions of the job
Excellent Communication Skills (verbal and written)
Analytical Skills/Detail Oriented
Multi-Tasking Ability
Excellent Organizational/Time Management Skills
Creative Problem Solving Skills
Delegation/Follow-up Skills
Solid Computer Skills
All Microsoft Office Products
Web Navigation
Requires 35 WPM typing skill
Strong customer service orientation
Ability to take directions, yet work independently
Team player with a collaborative and positive attitude
Ability to create timelines and identify program risks
Superior Customer Service Skills
Ability to manage inventory that is required for production projects (inventory that is in and out).
Ability to work with Account Management and NBD teams to manage client expectations, ensure changes in scope are captured and invoicing/billing is accurate and consistent.
Ability to understand various specifications required for each operational area and how each operational unit impacts each other to perform the necessary project/job
EDUCATION:Bachelor’s Degree in Marketing or Business is a plusMinimum of 2-4 years of experience in a related industry
This position assigns work responsibilities through their global knowledge of operational functions to ensureflawless execution within Creative Services, Contact Center, Digital Print, IT, Production and collaboration with peers managing the client’s inventory/estores. Also manages large on-going projects that may be composed of several smaller projects/jobs.
Participates as required in Start of Work Meetings as assignedReview estimates and budget to understand the baseline for the project, to accurately manage change
Hold meetings to review performance issues/concerns regarding customer expectations or requirements (Status, Process Improvement, User Meetings, etc.)
Interfaces with internal customers to clarify project/job expectations and ensure consistent communications with all working team members/departments
Provides PMO, NBD or Account Management with project/job status, concerns or risks as defined by the organization
Creates detailed work instructions/business guidelines, etc. for all operational areas utilizing customerprovided specifications following departmental processes
Complete RMM when materials are required to go back into customer inventory
Audits a variety of forms, to include but not limited to invoices, program metrics, data files, automated and manual reports as requested by our clients
Plans daily, weekly and monthly requirements, instructions, timing for daily projects to effectively control cost and avoid delays in work processing
Identifies requests outside of day-to-day activity that requires a change in process, program change, requires re-estimation, etc. and is escalated to Account Management
Suggest process improvements as required, individually or through focus groups
Escalates, answers questions, and supports the team in resolution of timing concerns, operational and/or procedural issues
Follows up on project/job status with internal departments to ensure due dates and proper job requirements are implemented
Maintain excellent customer service, strong telephone support and ability to answer or research answers
Rectifying issues as they arise, facilitating a solution, and following up to confirm resolution
Ensures a clean, organized and safe work environment
Willingness to be inconvenienced for the customer
Adheres to GMP, GDP, HIPAA, Safety and Security Guidelines
Assist in training of team members as required
Some projects may require the Specialist to act as the Account Manager on the account, these projects are selected and determined based on account status/requirements
All other duties assigned
Qualifications
Daily attendance, punctuality and availability are critical essential functions of the job
Excellent Communication Skills (verbal and written)
Analytical Skills/Detail Oriented
Multi-Tasking Ability
Excellent Organizational/Time Management Skills
Creative Problem Solving Skills
Delegation/Follow-up Skills
Solid Computer Skills
All Microsoft Office Products
Web Navigation
Requires 35 WPM typing skill
Strong customer service orientation
Ability to take directions, yet work independently
Team player with a collaborative and positive attitude
Ability to create timelines and identify program risks
Superior Customer Service Skills
Ability to manage inventory that is required for production projects (inventory that is in and out).
Ability to work with Account Management and NBD teams to manage client expectations, ensure changes in scope are captured and invoicing/billing is accurate and consistent.
Ability to understand various specifications required for each operational area and how each operational unit impacts each other to perform the necessary project/job
EDUCATION:Bachelor’s Degree in Marketing or Business is a plusMinimum of 2-4 years of experience in a related industry