Client Services Specialist
at Qualfon

Date Posted: 8/31/2019

Job Description

POSITION SUMMARY

The Client Service Specialist is responsible for routing materials and facilitating approvals across various departments within Dialog Direct. In addition, the coordinator serves as a key point of communication within their respective working teams. They are involved in a project from start to finish, helping wherever possible to meet the needs of the team and Client.

This position is responsible for the coordination and is directly responsible for managing customer expectations and success in terms of meeting deadlines, flawless execution and within the scope, as identified in the estimating process. 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/e-stores. This position manages large on-going projects that may be composed of several smaller projects/jobs and requires extensive organizational, analytical and multi-tasking abilities to manage successful results. 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.

JOB DESCRIPTION

  • Estimating Ongoing Activities or Accounts with no Account Management
    • Obtain estimate number and hold Start of Estimate (SOE) meeting
    • Coordinate activities related to RFP/proposal appropriate approvals (Account Management) and preparation
    • Complete Change Request Form as required with approvals (Account Management)
    • Submit RFP or estimate & enter into SharePoint
  • Project Initiation & On-Going Activities
    • Attends Start of Work and creates project task list (responsibility/due dates)
    • Creates Project/Job in BPC
      • Attaches Estimate/Statement of Work within BPC
    • Complete Project Macro for on-going projects
    • Complete Project Work Instructions for on-going projects
    • Determines & Finalizes departmental request as required by each department
    • Purchase materials with Purchasing as required
    • Determines reporting required from each department based on billing requirements/SLA
  • Project Initiation & On-Going Activities
    • Set-up & Maintain Inventory & Inventory Reporting to Client
      • Low Water/Usage/Scrap & Destruction
      • Initiate inventory discrepancy with IR team
    • Order entry into BLS (batches, email orders, special orders or rush orders)
    • Package tracking as required/claims
    • Key Member in Testing new or modified Estores and assist clients as required
    • Maintain eStores and client logins
    • Schedule regular internal meetings to ensure the projects success
    • Manage project delivery
      • Hold departments accountable and escalate as required
    • Initiate CARS when rework or customer issues are noted and resolve with internal departments
    • Hold Internal Program Healthcheck and provide feedback to Account Management for State of the Business Reviews
    • Initiate closing of Projects & attend End of Work Meeting with Account Management
  • Invoicing, Budgets & Account Receivable
    • Notify Account Management of increase or decrease in volumes for forecasting
    • Identify and Provide CR forms to Account Management to ensure Billing
    • Continuous on-going projects may align billing approval to CSD Operations (Example: Mail Management, Kitting, etc.)
  • All other duties assigned

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Excellent Communication Skills (verbal and written)
  • Analytical Skills/Detail Oriented
  • Multi-Tasking Ability
  • Excellent Organizational/Time Management Skills
  • Ability to manage without authority to meet client objectives
  • Reading Comprehension
  • Basic Math Skills
  • Creative Problem Solving Skills
  • Professionalism
  • Delegation/Follow-up Skills
  • Solid Computer Skills
    • Basic Microsoft Word, Intermediate Excel, Web Navigation, Proficient in BLS, Proficient in BPC
  • Requires 35 WPM typing skill
  • Fulfillment Knowledge
  • 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
  • Detailed oriented
  • Superior Customer Service Skills

EDUCATION

  • Bachelor's Degree in Marketing or Business a plus
  • Minimum of 2-4 years of experience in a related industry

 

Job Snapshot

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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