Onsite Client Service Specialist
ID
2025-15133
Category
Marketing
Location : Address
13700 Oakland Avenue
Posting Location : City
Highland Park
Posting Location : State/Province
MI
Posting Location : Country
US
Location : Postal Code
48203
Position Type
Full-Time
Remote
No
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... For full info follow application link.
