Customer Experience Representative (JD5005)

Great opportunity for an early-career professional looking to develop in a dynamic, team-oriented environment.

THE COMPANY

Our client helps our customers drive revenue growth with recurring marketing communications across print, direct mail, email and text. By collaborating solutions designed to enable our client to achieve their strategic goals, we use print, data and integrated marketing to achieve highly effective campaigns that enrich our client’s customer relationship while providing a return on investment.

JOB SUMMARY

The main purpose of this position is to provide project management to Clients that deliver an overall outstanding Customer Experience and solutions to meet client expectations. The key role is to complete integrated deliverables and facilitate on time, on budget and on specification delivery.

JOB KNOWLEDGE:

• Knowledge of paper and print technologies including litho, digital / POD, web and online capabilities
• Knowledge of digital prepress and lettershop services
• Accountability and organizational excellence

QUALIFICATIONS:

Education

• College / University Diploma in related field or Equivalent work experience

Experience

• Understanding of data requirements and variable messaging for direct mail industry, Print and Lettershop experience and knowledge in data / variable information, composition, digital printing and direct mail production

Skills

• Proficiency in computer skills in MS Word, Excel, Outlook platform and project planning software such as MS Project or similar
• Willingness to learn new skills in a continually evolving print and marketing sector
• Excellent communication (written / oral), time management and organizational skills
• Excellent problem-solving skills; resourceful, attention to detail

DUTIES AND RESPONSIBILITIES

1. Adhere to Health and Safety Policy and to report all unsafe and unhealthy work conditions.
2. To produce quality work effectively and efficiently.
3. Adhere to the company’s Security Policy and report any and all violations to the Security Policy.
4. Key point of contact for clients during the life cycle of each project
5. Create work dockets using PCMS as the backdrop.
6. Provide clear and concise instructions to relevant departments in a timely manner.
7. Setup pre-production planning session for high volume and complex projects.
8. Maintain flexibility to meet changing demands or priorities within our fast paced environment.
9. Provide sample packages for each program (Production Ops).
10. Promptly file Non Conformance report when required.
11. Update eDocket to correctly reflect agreed upon schedule.
12. Sample output must be thoroughly checked and validated prior to production.
13. Establish minimum reorder levels for regular projects (Inventory Management).
14. Utilize our procurement tool to request material or service outside of the organization.
15. Ensure each project is invoiced, promptly – make not of monthly billing deadline.
16. Maintain updated client / project description for regular accounts – this is for account back-up.
17. Keep up to date with Canada Post policies in order to fully understand mailing classifications, where applicable.
18. Ensure that client response is prompt – no later than two regular business hours.