Full-Time Strategic Account Coordinator

Strategic Account Coordinator - Direct Marketing Focus

The Strategic Account Coordinator serves as the direct liaison between the client, sales, and production facilities, ensuring timely and accurate production of the client's program(s).

Serves as the primary point of contact for mid to large-size clients, focusing on the execution of client programs to achieve service agreement objectives while adhering to client expectations, company policies, quality, and profit requirements.

Responsibilities

• Applies knowledge of client's business requirements to execute successful print/direct mail programs.
• Engages clients to gather job specifications, translating requirements into detailed manufacturing and shipping/postal instructions.
• Reviews client requirements for platform capabilities.
• Communicates client requirements accurately to internal/external production/service providers.
• Confer with clients during production to provide status updates, solicit additional information, and coordinate changes.
• Troubleshoots specifications, enters orders, coordinates material receipt, and modifies order instructions for flawless execution.
• Designs, implements, and manages pricing functions for the account (as needed).
• Acts as a communication link between clients and internal departments, serving as a primary point of contact for small & mid-size accounts and/or primary execution contact on large, complex strategic accounts.
• Manages and develops client relationships to facilitate a positive experience.
• Provides recommendations for improved quality, client satisfaction, increased productivity, and lower operating costs.
• Maintains knowledge of market conditions, pricing, and competitive activity.
• Creates/develops process documentation, workflows, and job aids.
• Manages production against forecast via MRP and/or client inventory maintenance (where applicable).
• Provides data entry responsibilities and sets up new items (as needed).
• Reviews work for other client care staff for accuracy.
• Performs other duties and participates in special projects.
• Trains and mentors other client care staff members.
• Maintains current knowledge of procedures, policies, and directives.
• Leads medium to large accounts Corrective Action process for sales/client, including investigating root causes and implementing improvements.
• Assists with Corrective Action process on strategic accounts.
• Serves as a lead customer service professional for customers and internal stakeholders, participating in/leading client meetings.
• Facilitates the resolution of production-related problems and conducts service recovery processes.
• Assists in the creation of prototypes and custom print pieces.
• May travel to client sites, production facilities, or other sites as needed and attends press checks.
• Manages production from order entry to final delivery/invoicing.
• Maintains active communication with customers, sales, and manufacturing to provide job status updates.
• Ensures work responsibilities are covered during absences (written/verbal status updates to backup).
• Assists Sales in developing Business Review Presentations and participates in the review.
• Mentors junior team members in the use of tools/systems.
• May work occasional weekends/holidays.
• Bachelor's degree in a relevant discipline or commensurate business experience.
• 5 years of relevant work experience.
• Excellent communication & presentation skills.
• Excellent computer skills (MS Office, Google Drive/Chrome).
• Ability to learn new programs and functional areas quickly.
• Excellent knowledge of the functional area.
• Ability to follow company policy and understand regulations.
• Strong organizational skills with the ability to manage deadlines.
• Proactive listening skills to understand issues and situations, and professionally handle conflicts.
• Critical and analytical thinking skills to manage complex programs/solutions.
• Team player able to partner with other team members.
• All information will be kept confidential according to EEO guidelines.

Salary: $51,900 - $91,500 / year (may vary based on location and qualifications). Additional compensation may include bonuses, commissions, or incentives.

Benefits: Medical, dental, vision, paid time off, disability insurance, 401(k) with match, life insurance, voluntary supplemental insurance, tuition assistance, maternity/adoption assistance, and employer/partner discounts.

Possible employment type: Full-time

Possible allowed location: Chicago, IL

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