Customer Service Representative

Direct Mail Customer Service Representative

Location: Duluth, GA

Pay: $17/hr

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JOB DESCRIPTION

General Job Purpose: The Direct Mail Customer Service position primary role is to interact with customers to address their concerns, answer their questions and assist them with their needs. A Direct Mail Customer Service Representative manages all direct mail programs, process and materials to insure effective and on time results.

Essential Duties and Responsibilities

• The Direct-Mail CSR will be responsible for the set-up of clients' direct marketing programs and coordinate projects from inception through mailing or deployment working closely with Operations and Sales to ensure client expectations are met and all issues are addressed. Support services including multi-channel, direct mail, print, fulfillment, and data and email.
• Develop, review and execute customer specifications for designated projects and coordinate/monitor all aspects of multi-channel projects.
• Successfully and efficiently manage client projects and provide proactive relevant communication with respect to the management of the project and related milestones.
• Create interdepartmental and external Purchase Orders (PO s) that are timely and accurate.
• Develop solid understanding of functional areas at Redi-Mail such as: direct mail, imaging, digital, letter shop, fulfillment and data, as well as external purchased services such as printing.
• Coordinate with sales and serve as sales support function with client. Capture specification and assist as required with quote preparation. Coordinate the management and overall quality of projects through the various departments at Redi-Mail. Sign-off on receiving s of material ordered (i.e. envelopes and printed forms).
• Become a subject matter expert in Mail Piece Design which includes - postal addressing standards, class of mail and processing categories, Intelligent Mail barcoding formats and print specifications, designing automation letters and reply mail
• Process files using BCC Mail Manager for all mailing projects. Perform CASS/NCOA and presort as required to meet USPS regulation and client request.
• List Hygiene: Suppress bad addresses (missing name, addresses, city, state, and zip), invalid records, no forwarding addresses, dedupe, and suppression of DO NOT MAIL file. Ensure the data is being processed to the highest standard and all fields are formatted correctly for production output.
• Import mail.dat file into the software, verify presort specs are accurate, permit number, and method of mailing is selected. Execute proper reports for production: Ex. pallet flags, sack and tray tags, sorting reports. Validate and upload file to Postal One to execute mailing.
• Facilitate the preparation of client invoices and reconciliation of postage as appropriate with Accounting.
• Work with Director of Operations as directed, to evaluate possible postal rates and recommend the most cost effective and efficient way to mail the job within USPS regulations.
• Prepare quotes for potential new projects for review by sales personnel or Director of Operations.
• Run counts using internal count system and produce data orders
• Utilize tools to load and match files
• Utilize FTP and other file transfer systems to receive and send files
• Develop key client contacts and relationships for continued business development

Requirements:

• A minimum of 2 years of experience in the direct-mail industry
• Knowledge or experience in data processing using postal software a plus
• Knowledge of mail piece design
• Knowledge of USPS postal regulations
• Display ability to handle accounts independently, handle client meetings and questions

Required Knowledge, Skills and Abilities:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Basic computer Skills- Word, Excel, E-Mail, File Management, Microsoft Teams
• Maintain a clean, safe work environment and ensures employees follow safety rules, quality programs, plant rules and government regulations
• This position may require a driver s license