Job description

JOB PURPOSE and FUNCTION:

Primary liaison for the operation side of the client relationship for fulfillment activities including escalation, oversight of client projects and implementations, execution of account plan activities and building and maintaining relationships with client contacts.

SPECIFIC DUTIES:

• Serves as primary point of contact for internal and external clients to resolve outstanding fulfillment issues, comply with customer requests and respond to client inquiries
• Coordinates data collection from the clients to properly identify and compile accurate information detailing customer specifications and communicate the data to the production departments. Will follow up by maintaining contact with the customer to assure production meets expectations.
• Inspects proofs and coordinates delivery and receipt to and from the customer using couriers or the Account Executive. Signs off and Okays proofs when necessary to assist the Account Executive and/or client.
• Monitors fulfillment processes to see that the customer’s order is being produced on schedule and according to specifications. Communicates any concerns and changes and seeks solutions to problems with Department Managers, the Account Executives, and customers.
• Handles various components of monthly billing cycle
• Drive and champion new technologies, collaborations, and improved processes to define, leverage and implement best standard work practices
• Monitors inventory levels and expiration dates of products (where applicable)
• Performs back up for other internal roles and other related duties as necessary

KNOWLEDGE AND SKILLS:

• Demonstrate the ability to work through customer needs and production issues through the use of analytical thinking, problem solving and expectations management. Must demonstrate the ability to communicate professional in writing and phone.
• Knowledge of the overall printing production process desired.
• Ability to work and communicate with vendors, co-workers, management, customers, and others in a courteous and professional manner.
• Effective computer skills utilizing Microsoft office (Microsoft Word/Excel)
• Good organizational and problem-solving skills
• Ability to read and accurately interpret written material such as data entry forms, layouts, job specifications, etc.
• Ability to multi-task, handle interruptions, and modify plans as requirements dictates.

MINIMUM EDUCATION REQUIRED:

• An Associate Degree in Business (Graphic Arts or Printing would be an asset) or the equivalent of experience

MINIMUM YEARS EXPERIENCE REQURIRED:

• Prefer 2 years previous experience in customer service-related work environment, preferably in printing or a production environment.

ESSENTIAL PHYCIAL FUNCTONS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OFFICE:

• Activity: Sitting and working at a computer and using phone communications up to 8 hours per day. Ability to push, pull, lift, or carry up to 10 lbs occasionally.
• Work Environment: Heeter maintains a safe and clean front office environment.
• Visual Acuity: Ability to read and distinguish small print, depth perception, color perception

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• Overtime

Ability to commute/relocate:

• Canonsburg, PA 15317: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 2 years (Preferred)
• Customer Service: 2 years (Preferred)
• Data Entry: 1 year (Preferred)

Work Location: In person

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