Provide post sales customer contact for inbound order fulfillment of print and print related services and/or kitting. Execute print/kitting/distribution orders from customers received through the online systems or through direct contact with the customer.
Responsibilities:
- May serve as lead service professional on behalf of customer and internal RRD stakeholders, participating or leading client meetings or client business reviews.
- Provide all necessary support to sales/customer responding to client inquiries and requests received through various communication modes; Handle customer concerns/issues as needed in a timely manner (i.e. dispute management, invoice reconciliation, etc); Provide proof of delivery, and order status upon request.
- Engage internal and external customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of customers standard and complex products.
- Lead efforts to provide process documentation, workflows and job aids for internal and external purposes.
- May make suggestions regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company.
- Provide quality review of your own work and for other client care staff to ensure all information is accounted for and accurate before commencement of production.
- Process orders and change notices (also includes obtaining delivery commitments and special freight quotes) in related systems as required, ensuring job instructions are verified (including pricing and quotes) in the various manufacturing systems.
- Perform pricing/generate quotes.
- Verify composition or perform copy prep as needed for order processing purposes.
- Manage, client inventory item maintenance in applicable systems, producing and analyzing reports.
- Coordinate all corrections and/or changes that occur during work-in process through written and/or verbal instructions.
- May train and mentor other client care staff members.
- Lead Corrective Action process on behalf of sales/customer including investigative root cause and actionable improvements.
- May make recommendations to management regarding appropriate response to issues in the best interest of the customer and company.
- Data entry responsibilities, setting up new items and managing current inventories.
- Act as a communication link between external customer and all internal departments.
- Performs other related duties and participates in special projects as assigned.