Client Experience

Nashville, IN - USA

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Department:

Sales

Job Summary

Working autonomously regularly exercising independent judgment and discretion with limited supervision the Client Specialist/On-Site is responsible for ensuring client business objectives and schedules are met through proactive planning and thorough project management thus ensuring an exceptional client experience. This position is an individual contributor who is the primary point of contact for a major significantly high-revenue assigned client and provides day-to-day client relationship management including autonomously negotiating and committing to client deliverables and independently investigating and resolving client concerns on behalf of the Company.

Key Areas of Responsibility

Manage 1 major client account with several million dollars in annual revenue.
Master assigned clients business processes and organization to provide excellent service to the client.
Negotiate client specific Service Level Agreement deviations and impact.
Evaluate individual responsibilities and use initiative and resourcefulness to develop new methods criteria or propose new policies relating to client specific projects.
Work closely with client and Vestcom Sales Creative IT and Operations departments to establish clear and concise project specifications and production requirements.
Serve as the face of the company as the primary day-to-day relationship manager between assigned client and Vestcom.
Manage and communicate directly with client to coordinate individual print and fulfillment projects.
Provide direction and guidance to client on new initiatives and requests.
Communicate and follow through with concise client objectives schedules and requirements to direct various Vestcom departments and associates.
Owns issues resolution process - Investigate escalate address and independently resolve issues complaints and concerns of both client and internal workflow.
Initiate invoice credit requests when necessary based on complaint resolution of incorrect pricing/freight or quantity discrepancies. Follow through to end for completion with appropriate teams.
Evaluate and determine when committing to expedited un-billed shipping methods is necessary to ensure clients delivery requirements are met.
Evaluate and recommend whether committing to delivering client product will require print production overtime to meet the client-dictated timing.
Assist sales team with the launch of new projects initiatives and enhancements to current processes.
Prepare and oversee job management and process workflows.
Oversee and independently manage jobs associated with assigned account including receipt of client data job planning schedule planning product quality internal and external communications.
Collaborate with Sales Client Experience IT and production to ensure timely completion of jobs.
Identify new revenue opportunities within assigned account and communicate to the Sales team accordingly.
Ensures compliance with internal policies procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.

Qualifications :

Key Qualifications

Bachelors degree in business marketing or similar field
At least 3 to 5 years related business experience and/or training in client service; or equivalent combination of education and work experience.
Must possess the ability to be diplomatic with challenging clients.
Excellent oral interpersonal and written communication skills. Must be able to prepare and effectively present information to large and small groups to employees and to management
Ability to work in a collaborative and participative team-oriented environment working with clients (both internal and external) all employees and others in a professional manner

Self-starter who can work independently in a fast-paced environment; proactively managing projects from inception through final delivery problem solving and reprioritizing to meet needs
Strong organizational skills with ability to manage multiple projects concurrently delivering against deadlines; with keen attention to detail to ensure highest quality of deliverables
Skilled in effectively utilizing a variety of software programs including: Power Point Outlook Excel Access Word ERP and retail and client specific proprietary software required

Ability to embody and reflect Vestcoms core values

Additional Requirements

Travel may be required as needed
All Vestcom employees are expected to produce our products in a manner that exceeds the quality and value expectation of our customers.
All Vestcom employees are expected to perform any assignment or job task according to the stated safety policies and procedures.
All Vestcom employees are expected to comply with Vestcom policies concerning maintaining a drug free workplace

Supervisory Responsibilities

None.

Management Disclaimer

Vestcoms Management reserves the right to revise change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or Vestcom may terminate employment at any time for any reason.

Additional Information :

All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

If you require accommodations to view or apply for a job alternative methods are available to submit an application. Please contact or to discuss reasonable accommodations.

Remote Work :

Employment Type :

Full-time

Key Areas of Responsibility

Manage 1 major client account with several million dollars in annual revenue.
Master assigned clients business processes and organization to provide excellent service to the client.
Negotiate client specific Service Level Agreement deviations and impact.
Evaluate individual responsibilities and use initiative and resourcefulness to develop new methods criteria or propose new policies relating to client specific projects.
Work closely with client and Vestcom Sales Creative IT and Operations departments to establish clear and concise project specifications and production requirements.
Serve as the face of the company as the primary day-to-day relationship manager between assigned client and Vestcom.
Manage and communicate directly with client to coordinate individual print and fulfillment projects.
Provide direction and guidance to client on new initiatives and requests.
Communicate and follow through with concise client objectives schedules and requirements to direct various Vestcom departments and associates.
Owns issues resolution process - Investigate escalate address and independently resolve issues complaints and concerns of both client and internal workflow.
Initiate invoice credit requests when necessary based on complaint resolution of incorrect pricing/freight or quantity discrepancies. Follow through to end for completion with appropriate teams.
Evaluate and determine when committing to expedited un-billed shipping methods is necessary to ensure clients delivery requirements are met.
Evaluate and recommend whether committing to delivering client product will require print production overtime to meet the client-dictated timing.
Assist sales team with the launch of new projects initiatives and enhancements to current processes.
Prepare and oversee job management and process workflows.
Oversee and independently manage jobs associated with assigned account including receipt of client data job planning schedule planning product quality internal and external communications.
Collaborate with Sales Client Experience IT and production to ensure timely completion of jobs.
Identify new revenue opportunities within assigned account and communicate to the Sales team accordingly.
Ensures compliance with internal policies procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.

Qualifications :

Key Qualifications

Bachelors degree in business marketing or similar field
At least 3 to 5 years related business experience and/or training in client service; or equivalent combination of education and work experience.
Must possess the ability to be diplomatic with challenging clients.
Excellent oral interpersonal and written communication skills. Must be able to prepare and effectively present information to large and small groups to employees and to management
Ability to work in a collaborative and participative team-oriented environment working with clients (both internal and external) all employees and others in a professional manner

Self-starter who can work independently in a fast-paced environment; proactively managing projects from inception through final delivery problem solving and reprioritizing to meet needs
Strong organizational skills with ability to manage multiple projects concurrently delivering against deadlines; with keen attention to detail to ensure highest quality of deliverables
Skilled in effectively utilizing a variety of software programs including: Power Point Outlook Excel Access Word ERP and retail and client specific proprietary software required

Ability to embody and reflect Vestcoms core values

Additional Requirements

Travel may be required as needed
All Vestcom employees are expected to produce our products in a manner that exceeds the quality and value expectation of our customers.
All Vestcom employees are expected to perform any assignment or job task according to the stated safety policies and procedures.
All Vestcom employees are expected to comply with Vestcom policies concerning maintaining a drug free workplace

Supervisory Responsibilities

None.

Management Disclaimer

Additional Information :

If you require accommodations to view or apply for a job alternative methods are available to submit an application. Please contact or to discuss reasonable accommodations.

Remote Work :

Employment Type :

Full-time

Key Skills

Customer Service
Client Expectations
Client Requirements
Client Support
Action Plans
Issue Resolution
Account Management
Client Relationships
Service Delivery
Client Service
Client Satisfaction
Client Management
Procedures
Service Level Agreements
New Clients

Apply Now

About Company

Avery Dennison

Avery Dennison is a materials science and manufacturing company specialized in the design and manufacture of a wide variety of labeling and functional materials. Our expertise and global scale enable us to deliver innovative, sustainable and intelligent solutions to customers all over ... View more

View Profile View Profile

AI AutoApply

Apply to 100+ jobs with one click