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CSR/Account Coordinator: Dayton, Ohio

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Job ID:43443
CSR/Account Coordinator
The Customer Service Representative (CSR) is responsible for maintaining and fostering positive client relations through the active engagement of the client through all stages of the production process from initial contact through final disposition. The CSR will assist with overseeing matters related to servicing business client relationships including plan, execute, manage and finalize projects throughout the production process according to strict deadlines. This includes acquiring internal resources and coordinating the efforts of team members in order to deliver projects according to plan. The CSR will assist with defining the project's objectives and assist to oversee quality control throughout its life cycle. The CSR views other people and departments as customers creating a sense of being well-served and going the extra mile to ensure satisfaction and harmony.
Essential Functions and Responsibilities:
o Create and maintain detailed work plans for large projects; communicate and review work assignments with team; manage day-to-day project activities.
o Work closely with internal clients (i.e. client services, print operations, bindery, lettershop, warehouse, data services) as a trusted partner.
o Coordinate internal resources to ensure projects are successfully executed.
o Consistently update the production flow software, including, but not limited to, updating client contact information, data processing scheduling, expected inventory, print, lettershop and bindery services, postage, estimates and billing
o Keep internal team fully apprised of operational progress.
o Prepare and deliver requests for reports to clients.
o Work closely with department manager and internal team for daily management and efficiency of outgoing mail production.
o Manage project scope, including project deliverables, timelines, client responsibilities and expectations.
o Track issues and coordinate corrective action plans ensuring timely resolutions agreeable to the client.
o Prepare meeting materials and facilitate project status meetings with the client. Participate and coordinate all customer meetings for assigned projects (e.g., regular status meetings, internal operational meetings).
o Work closely with Client Services Director and the production team to ensure that client commitments are delivered on-time.
o Provide Estimates to clients and as needed
o Help manage financial and business objectives including, value-add revenue. Secure repeat clients.
o Assist client in inventory and postage management.
o Manage multiple, simultaneous project schedules working under direction of cross- functional team members that may include internal and external resources.
o Lead client meetings and ensure follow up on all discussions internally and externally.
o Other duties as needed.

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