JOB TITLE:Client Service Coordinator (On-site)
DATE: Oct 2021 LOCATION:Toronto
DEPARTMENT: Administration & Sales
REPORTS TO: Sales & Operations Managers
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Purpose for this role
This position is a cross departmental role that will focus on providing administrative support to the Sales, Finance and Production departments. They are the administrative task liaison between the client’s expectations and our organization’s response, allowing our account managers the bandwidth to focus on sales.
Job Summary
We empower our Client Service Team to identify and resolve client needs and provide the best possible experience, allowing them to build strong relationships with both new and existing business. This includes generation of print estimating and coordinating, purchasing, customer service, invoicing and, if required, general production support.
Key Job Responsibilities:(include but are not limited to):
Customer Service
- Processing quotes and estimate requests
- Communicate project status and delivery expectations to clients
- Ensure consistent communication approach with clients
- Answer the phone - main line calls – and responding to email
- Qualify walk-in and phone-in new business
- Receive and process credit card payments
- Receive visiting clients and vendors
Print Estimating, Coordinating, and Invoicing
- Gathering and sharing client requirements from job start to finish
- Organizing incoming job details into job manager system to make initial estimate files
- Communicate job details to outside vendors where necessary and input outside costs into active quotes
- Review estimates with sales representatives
- Receiving files and checking them against job specs
- Sending files and issuing Purchase Orders to vendors
- Assisting with pre-press tasks including PDF proofs, variable data merges and assisting clients with basic layout and design tasks
- Coordinate weekly production schedules with production manager to ensure timely and successful delivery of jobs
- Review and close completed dockets for invoicing by Finance
- Assist in maintaining stock inventory and ordering additional job materials as required
On-site Service & Sales Support
As the on-site support contact, you are the go-to person for the sales and service team responsible for:
- Quality Control – be the final eyes on projects before shipping to ensure they align with client’s expectations and meet Italic’s standards
- Sample Management – Organize and own the samples and materials collection, keeping it up to date and respond to requests for samples
- Client Property Owner – receive, document, inventory and measure all client supplied items until released for production/consumption
- Photography – take and send pictures of jobs upon request
General Production Support
When required, all employees assist production with hands-on production tasks which could include:
- Finishing of printing materials (collation, packaging, sorting etc.)
- Shipping & Quality Control
Skills
- Excellent and strategic customer service skills
- Excellent written and verbal communication skills
- Research skills
- Excellent time management skills - ability to work under pressure and meet tight deadlines
Key Competencies
- Flexibly cooperative with a strong sense of responsibility
- Able to work with minimal supervision
- Self-motivated
- Knowledge of printing terminology and print techniques
- Ability to work in a busy and sometimes noisy environment
Education
- Minimum high school or equivalent
Experience
- 2-5 years of relevant working experience
Typical working conditions and physical demands
- Office setting
- Production environment for some duties which may include frequent lifting of materials up to 50lbs