Responsibilities
- May act as the primary point of contact for clients and internal teams, leading or contributing to client meetings and business reviews.
- Respond promptly to client inquiries and requests through various communication channels, resolving issues such as billing disputes and invoice discrepancies; provide delivery confirmation and order tracking details as needed.
- Collaborate with internal and external stakeholders to collect project specifications and convert them into detailed production, packaging, and shipping instructions for standard and specialized products.
- Take ownership of creating and maintaining process documentation, workflows, and instructional materials for both internal use and client-facing purposes.
- Suggest process or workflow enhancements for incoming projects to improve efficiency and value for both client and organization.
- Conduct quality checks on personal work and review output from other client service team members to ensure completeness and accuracy prior to production initiation.
- Enter and update orders and change orders in relevant systems, including securing delivery timelines and freight estimates, while validating job details such as pricing and quotes across production platforms.
- Calculate pricing and prepare formal quotes as required.
- Review and prepare content or copy as necessary during order processing.
- Maintain client inventory records in designated systems, generate reports, and analyze data for accuracy and usability.
- Communicate and implement any modifications or corrections during active production cycles using written or verbal directives.
- Provide training and guidance to junior client service team members when needed.
- Lead corrective action initiatives for client-related issues, including root cause analysis and implementation of preventive measures.
- Advise leadership on appropriate responses to client challenges, balancing organizational and customer interests.
- Perform data entry tasks, including setting up new inventory items and updating existing stock records.
- Serve as the liaison between the client and all internal departments to ensure seamless operations and clear communication.
- Carry out additional duties and contribute to special assignments as directed.
