SPECIALIST, CLIENT SERVICE

OVERVIEW

RESPONSIBILITIES

This position assigns work responsibilities through their global knowledge of operational functions to ensure

flawless 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 assigned

Review 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 customer

provided 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 plus

Minimum of 2-4 years of experience in a related industry

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