Position: Customer Success Account Representative

Reports to: Executive Customer Success Manager

OUR CULTURE:

We move to the beat of a different drum. Our core values aren’t just words on a piece of paper but something we strive to live out every day. We make a difference in the lives of our employees, their families, and our communities. We accomplish this by using our time, talents, and resources. Each of our locations support local charities and we offer the opportunity to participate in international mission trips.

We are committed to our culture. We rally behind our core values, and we deliver a positive experience to our customers. We celebrate our employees’ success and encourage our team members to bring their insights and recommendations to the table. Are you ready to discover your true potential? Are you ready to join the Lineage family?

POSITION SUMMARY: The Customer Success Account Representative works to offer exceptional customer support and improve client retention from beginning to end of the client print & mail project, including maintaining client records & activities, ensuring accurate job ticket instructions, working up estimates, managing client inventory, and planning/scheduling with production supervisors & leads, and final invoicing review. This position collaborates with various internal departments to ensure all customer requests are fulfilled & executed efficiently. Works closely with Production, Presort, and Transportation teams to support and advocate client needs and communicate production requirements.

RESPONSIBILITIES:

• Provide excellent customer service and retention, including proactive account updates and problem solving for client concerns.
• Managing day-to-day client communication and ongoing relationships as it relates to current, new & upcoming projects.
• Assisting with client requests or issue escalations as needed.
• Works with low to medium level client accounts.
• Customer file maintenance includes USPS client compliance documentation, along with updating contact information, notes, pricing and contracts specific to each client in company databases
• Performs research on specific inquiries and places follow up calls when needed.
• Prepare customer, inventory management, and operations reports as needed.
• Look for improvements in processing clients’ mail, cost savings and client service processes.
• Manage the status of accounts and balances and identify inconsistencies.
• Fulfill sales orders and prepare for billing.
• Generate and oversee accurate billing for weekly and monthly customers.
• Support internal and external customers with invoicing issues.
• Work with customers to resolve invoicing questions and concerns.
• Assist with postage payment applications.
• Support various departments to ensure accurate information in order processing system.
• Maintain order paperwork and job tickets.
• Reconcile postage expenses and use when invoicing
• Timely and accurate processing of Lineage Connect daily, weekly and monthly invoicing for letters, flats, parcels and service work.
• Lineage Connect Transportation Dept. support - Notify client or driver of Route directions or changes, including holiday route updates.
• Live out Lineage core values of Integrity, Growth, Family Culture, Pursuit of Excellence, and Compassion in all aspects of the job.
• Other duties as assigned.

QUALIFICATIONS:

• 1-2-years Customer Service experience preferred. Would also prefer some kind of Account Management/Project Management experience.
• 1-2 years of invoicing experience preferred.
• Postal and/or Digital Print knowledge is a plus.
• Problem solving skills.
• Highly skilled in Microsoft Office (Word, Excel, Outlook). Access a plus.
• Strong work ethic
• High school graduate or equivalent
• Creative thinking skills & Critical Thinking skills
• Strong organizational skills with high attention to detail and sense of urgency
• Excellent follow through skills
• Quick/accurate data entry
• Strong understanding of Accounts Receivable process is a plus
• Excellent written and verbal communication skills
• Strong time management skills and works well under pressure.
• Positive attitude & professional demeanor
• Timeliness / Attendance

SUPERVISORY RESPONSIBILITY:

• This position has supervisory responsibilities.

WORKING CONDITIONS AND PHYSICAL EFFORT:

• This position is in a warehouse & office environment.
• Standard & specialized office equipment is used (such as computers, phones, copier, mail machine, folder inserter, printers, sorters, etc.)
• Mix of physical and sedentary position
• This position would require some lifting/carrying (up to 25lbs)
• Filing, bending, standing, reaching with hands/arms, using tools, etc. as necessary.
• While performing the duties of this position, the employee is required to speak and hear.

TRAVEL:

• This position requires little to no travel.

BENEFITS:

Lineage Offers full time employees with the following benefit options:

• Medical, Dental, Vision Insurance
• Company paid Long Term Disability and Basic Life Insurance
• Voluntary Additional Life Insurance/AD&D, Short Term Disability, Accident Insurance, Critical Illness Insurance, and Hospital Insurance
• 401k and Roth 401k with discretionary employer contributions
• Paid Time Off starting at 12 days, and accruals start upon hire
• Paid Holidays
• Annual Company Bonus Programs
• Area Caring Teams designed to meet the needs of our employees, whether it be emotionally, financially, or spiritually

Lineage is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.