Description

GENERAL SUMMARY

This position provides the primary working interface between sales, clients, and production. Coordinates and oversees the daily demands and the business workflow of the Client Success Representatives. Focuses on continuous improvement of the processes and activities within the Client Success team.

ESSENTIAL JOB FUNCTIONS

• Reviews department error reports (CRIL) for trends and follows up of information to help reduce errors and increase throughput.
• Receives jobs from the sales representative(s) or client and prepares it to enter into ERP through a job ticket. Compares with the estimate and discusses any differences or potential problems with the client and/or sales representative.
• Initiates job ticket and reviews production schedule, press options, and shipping schedules to ensure the job coordination is executed in an efficient and logical way.
• Responsible for administrative paperwork for corrections and proofs.
• Consults with scheduler/operations to determine press availability to ensure work can be completed based on the client’s deadline.
• Communicates with production staff, shipping staff, account manager, and sales representative(s) through job oversight pertaining to corrections, errors, a stop in production when necessary, and any shipping needs.
• Receives specifications or quote requests from clients, sales representative(s), or account manager.
• Reviews and forwards jobs specifications to Estimator.
• Coordinates press checks with the client when necessary.
• Reviews all job tickets for accuracy and completeness.
• Closes jobs with proper samples and notifies billing for any additional charges. Places information in the job ticket for invoicing.
• Maintains accurate records for current jobs.
• Occasionally is responsible for house accounts and new small accounts, including walk-ins. Meets walk-in clients in the reception area, answers questions about jobs/quotes, receives phone calls and emails from clients/potential clients to quote jobs.
• Attends departmental meetings when necessary.
• Other duties as assigned by management.

Qualifications

JOB SKILLS & EXPECTATIONS

• Interacts interdepartmentally with production, shipping, accounting, and sales team on a regular basis while maintaining the framework of a team
• Willingness to put in more working hours even if it means off-hours
• Computer skills with proficiency in Microsoft Office and Monarch (or similar MIS software)
• Excellent communication skills; verbal and written
• Ability to act as a liaison between client, sales representative, and other GPC departments
• Strong attention to detail
• Ability to present information to new and existing clients based on what GPC offers and respond to concerns in a professional and timely manner
• Ability to think critically and problem solve
• Strong organizational skills
• Ability to prioritize tasks and projects
• Basic mathematical skills
• Able to proofread and utilize editing skills on jobs/proofs
• Preferred experience with enterprise resource planning (ERP) software

LICENSE OR CERTIFICATE REQUIRED

• None

EXPERIENCE OR TRAINING REQUIRED OR PREFERRED

• Minimum of 5 years in printing customer service, or related experience
• Associate’s or bachelor’s degree in Printing Management, Business Management or related field is preferred
• 5-10 years of printing experience is preferred