Responsibilities
- Serve as the primary point of contact after sale for incoming orders related to printed materials and kitting services.
- Process customer orders received via online platforms or direct communication, including print, assembly, and distribution tasks.
- Act as the lead liaison for clients, representing their interests in meetings and business performance reviews with internal teams.
- Respond to customer inquiries and requests through multiple communication channels, providing timely and accurate support.
- Address and resolve customer issues promptly, including disputes, billing discrepancies, and delivery concerns.
- Supply proof of delivery documentation and real-time order status updates upon request.
- Collaborate with internal and external stakeholders to collect project details and convert them into clear production and shipping instructions.
- Develop and maintain process documentation, workflows, and support tools for both internal use and client-facing needs.
- Suggest process or workflow adjustments for incoming jobs to enhance efficiency and value for both parties.
- Conduct quality checks on personal work and peer submissions to ensure completeness and accuracy before production begins.
- Enter and update orders and change notices in relevant systems, confirming delivery timelines and freight estimates as needed.
- Generate pricing information and formal quotes for customer approval.
- Review and prepare content or verify specifications as required during order processing.
- Maintain client inventory records in designated systems, including report generation and analysis.
- Communicate and implement corrections or modifications during active job cycles using written or verbal directives.
- Train and guide junior team members in client care procedures and best practices.
- Lead corrective action initiatives for client issues, identifying root causes and implementing preventive measures.
- Advise management on appropriate responses to challenges, balancing client satisfaction and operational efficiency.
- Perform data entry tasks, including setting up new product items and updating existing inventory records.
- Serve as the main communication channel between the client and all internal departments.
- Carry out additional duties and contribute to special projects as assigned.
Responsibilities
- Provide post sales customer contact for inbound order fulfillment of print and print related services and/or kitting.
- Execute print/kitting/distribution orders from customers received through the online systems or through direct contact with the customer.
- May serve as lead service professional on behalf of customer and internal RRD stakeholders, participating or leading client meetings or client business reviews.
- Provide all necessary support to sales/customer responding to client inquiries and requests received through various communication modes.
- Handle customer concerns/issues as needed in a timely manner (i.e. dispute management, invoice reconciliation, etc).
- Provide proof of delivery, and order status upon request.
- Engage internal and external customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of customers standard and complex products.
- Lead efforts to provide process documentation, workflows and job aids for internal and external purposes.
- May make suggestions regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company.
- Provide quality review of your own work and for other client care staff to ensure all information is accounted for and accurate before commencement of production.
- Process orders and change notices (also includes obtaining delivery commitments and special freight quotes) in related systems as required, ensuring job instructions are verified (including pricing and quotes) in the various manufacturing systems.
- Perform pricing/generate quotes.
- Verify composition or perform copy prep as needed for order processing purposes.
- Manage, client inventory item maintenance in applicable systems, producing and analyzing reports.
- Coordinate all corrections and/or changes that occur during work-in process through written and/or verbal instructions.
- May train and mentor other client care staff members.
- Lead Corrective Action process on behalf of sales/customer including investigative root cause and actionable improvements.
- May make recommendations to management regarding appropriate response to issues in the best interest of the customer and company.
- Data entry responsibilities, setting up new items and managing current inventories.
- Act as a communication link between external customer and all internal departments.
- Performs other related duties and participates in special projects as assigned.
