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