Onsite Client Service Specialist

OVERVIEW

The Client Service Specialist is responsible for routing materials and facilitating approvals across various departments within Dialog Direct, a Qualfon company. In addition, the Specialist serves as a key point of communication within their respective working teams. They are involved in a project from start to finish, helping wherever possible to meet the needs of the team and Client.

This position is responsible for coordination and is directly responsible for managing customer expectations and success in terms of meeting deadlines, flawless execution and within scope as identified in the estimating process. Assigns work responsibilities through their global knowledge of operational functions to ensure flawless execution within Creative Services, Contact Center, Digital Print, IT, Production, Warehouse and collaboration with peers managing the client’s inventory/estores. This position manages large on-going projects that may be composed of several smaller projects/jobs and requires extensive organizational, analytical and multi-tasking abilities to manage successful results. Ability to manage inventory that is required for production projects (inventory that is in and out). Ability to work with Account Management and NBD teams to manage client expectations, ensure changes in scope are captured and invoicing/billing is accurate and consistent.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

RESPONSIBILITIES

• Participates as required in Start of Work Meetings as assigned
• Review estimates and budget to understand the baseline for the project, to accurately manage change
• Ability to understand various specifications required for each operational area and how each operational unit impacts each other to perform the necessary project/job
• Hold meetings to review performance issues/concerns regarding customer expectations or requirements (Status, Process Improvement, User Meetings, etc.)
• Interfaces with internal customers to clarify project/job expectations and ensure consistent communications with all working team members/departments
• Provides Project Management and New Business Development teams or Account Management with project/job status, concerns or risks as defined by the organization
• Creates detailed work instructions/business guidelines, etc. for all operational areas utilizing customer provided specifications following departmental processes
• Reviews physical samples of incoming material to ensure proper item set up
• Creates detailed physical sample kits to accompany production requests
• Complete internal paperwork when materials are required to go back into customer inventory
• Audits a variety of forms, to include but not limited to invoices, program metrics, data files, automated and manual reports as requested by our clients
• Plans daily, weekly and monthly requirements, instructions, timing for daily projects to effectively control cost and avoid delays in work processing
• Identifies requests outside of day-to-day activity that requires a change in process, program change, requires re-estimation, etc. and is escalated to Account Management
• Suggest process improvements as required, individually or through focus groups
• Escalates, answers questions, and supports the team in resolution of timing concerns, operational and/or procedural issues
• Ability to manage multiple projects, due dates and responsibilities
• Follows up on project/job status with internal departments to ensure due dates and proper job requirements are implemented
• Maintain excellent customer service, strong telephone support and ability to answer or research answers
• Rectifying issues as they arise, facilitating a solution, and following up to confirm resolution
• Daily attendance, punctuality and availability are critical essential functions of the job
• Ensures a clean, organized and safe work environment
• Willingness to be inconvenienced for the customer
• Adheres to GMP, GDP, HIPAA, Safety and Security Guidelines
• Assist in training of team members as required
• Some projects may require the Specialist to act as the Account Manager on the account, these projects are selected and determined based on account status/requirements
• All other duties assigned

QUALIFICATIONS

• Punctuality is required
• Excellent Communication Skills (verbal and written)
• Analytical Skills/Detail Oriented
• Multi-Tasking Ability
• Excellent Organizational/Time Management Skills
• Creative Problem Solving Skills
• Delegation/Follow-up Skills
• Solid Computer Skills
• All Microsoft Office Products
• Web Navigation
• Requires 35 WPM typing skill
• Strong customer service orientation
• Ability to take directions, yet work independently
• Receptivity to feedback
• Team player with a collaborative and positive attitude
• Ability to create timelines and identify program risks
• Superior Customer Service Skills

EDUCATION:

• Bachelor’s Degree in Marketing or Business a plus
• Minimum of 1 -2 years of experience in a related industry
• 2 or more years of experience a plus