Full-Time Strategic Account Coordinator

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, client expectations, company policies, quality, and profit requirements.

May coordinate activities on major transactional or strategic accounts.

Responsibilities:

• Applies knowledge of client's business requirements to execute successful print/direct mail programs.
• Engages clients to gather job specifications and translates them into manufacturing and shipping/postal instructions for product disposition.
• Reviews client requirements for adherence to platform capabilities.
• Accurately communicates client requirements to internal/external production/service providers.
• Confer with clients throughout production to keep them informed, solicit needed information, and coordinate changes.
• Troubleshoots specifications, enters orders into production, coordinates materials, and modifies 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, primary point of contact for small/mid-size accounts and/or primary execution contact on large, complex accounts.
• Manages and develops relationships with client contacts to facilitate a positive experience.
• Provides recommendations to improve quality, client satisfaction, productivity, and lower operating costs.
• Maintains knowledge of market conditions, pricing, and competitive activity.
• Creates/develops process documentation, workflows, and job aids for internal/external purposes.
• Manages production against forecast via MRP/client inventory maintenance.
• Produces and analyzes reports.
• Provides data entry responsibilities and sets up new items (as needed).
• Reviews the quality of work for other client care staff.
• Performs other related duties and participates in special projects.
• Trains and mentors other client care staff.
• Maintains knowledge of operating procedures, policies, and directives.
• Leads medium to large accounts corrective action process.
• Assists with the corrective action process on strategic accounts.
• Serves as a lead customer service professional for the customer and internal stakeholders.
• Participates in or leads client meetings/business reviews.
• Facilitates the resolution of production-related problems and conducts service recovery processes.
• Assists in the facilitation of creating prototypes and custom print pieces.
• May travel to client sites, production facilities, or other sites (as needed).
• Attends press checks with the client.
• Manages the production process from order entry until final delivery and invoicing, ensuring client requirements are met.
• Maintains active communication with and provides job status updates to customer, sales, and manufacturing.
• Ensures that work responsibilities will be covered during approved/unplanned absences.
• Assists Sales in developing Business Review Presentations and may participate in the review.
• Mentors junior-level team members in the use of tools/systems.
• May be required to work occasional weekends/holidays.

Qualifications:

• Bachelor's degree in a related discipline or commensurate business experience.
• 5 years of relevant work experience.
• Excellent oral and written communication & presentation skills.
• Excellent knowledge of computers, MS Office, Google Drive/Chrome.
• Ability to make presentations and quickly learn new programs.
• Excellent working knowledge of functional areas and primary tools.
• Ability to follow company policy and understand any rules/regulations.
• Strong organizational skills with the ability to manage deadlines.
• Ability to listen to others, understand issues, handle conflicts professionally.
• Excellent critical and analytical thinking skills.
• Team player who can successfully partner with others.

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