The Customer Delivery Specialist is responsible for coordinating the production of direct mail and printed materials, or direct mail / print related services for the company's customers. Maintain positive customer relations through active engagement of the customer through all stages of the production process from initial contact through final disposition. Must adhere to strict levels of confidentiality of both customer and company information and processes.
Essential Duties and Responsibilities
* Manage a portfolio of accounts. Interact with clients in a professional manner and respond to their needs and requests (via telephone, email, and on-site visits). Research customer problems and objectively record facts. * Train clients to use company software and company digital products. * Communicate internally the needs, demands, and desires of the client. * Work directly with design on client changes or programming issues - must be able to clearly communicate the change required by client and manage change to production. * Work directly with Operations on client jobs and production jobs. Work with Finance on client invoicing. * Ensure strict confidentiality of client records. Follow all established procedures, including data and building security. * Perform other functions as needed or required.
Education and Experience
* Bachelor's degree preferred, but not required * 2 - 4 years administrative experience preferred * Prior customer service experience is required, account management experience preferred * Previous work experience in a printing, billing or e-commerce business is desired but not required
Job Knowledge, Skills and Abilities
* Excellent communication skills, both verbal and written * Accurate and consistent attention to detail * Demonstrated interpersonal and communication skills * Ability to organize, multi-task, be proactive and flexible * Experience in Microsoft Office, Excel and Outlook required * Demonstrated excellent communication and interpersonal skills, both verbal and written * Ability to work effectively and efficiently in a fast-paced, ever-changing, team environment * Accurate and consistent attention to detail * Ability to troubleshoot technical situations and thoroughly document all relevant details * Ability to regularly multi-task and prioritize tasks and responsibilities * Ability to organize, be proactive and flexible * Customer Service or other client facing troubleshooting experience preferred
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