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Job Summary:
The Client Services Manager (CSM) supports the Allen Press Team in developing relationships with client and maintains frequent, direct contact to ensure a favorable relationship. The CSM facilitates the flow of information to and from the client to other departments within the company, requests estimates/contracts and ensures they are accurate, maintains, monitors, and tracks production schedules.
Essential Functions:
- Serve as the main contact for our Clients
- Actively work through customer questions and problems, and cultivate good will.
- Act as an advocate for our Clients.
- Address questions and actively collaborate with internal customers.
- Request quotes, proposals, and contracts when needed.
- Distribute samples of work produced to prospects and clients.
- Arranging demos and calls to collaborate when needed.
- Gain and maintain familiarity with the service offerings of Allen Press, Inc.
- Actively troubleshoot day to day issues and maintain familiarity with basic internal processes.
- Manage customer visits, conference calls, and press checks, as necessary.
- Actively collaborate with internal staff to ensure all needs are met.
- Maintain internal databases so that others have access to accurate information.
- Distribute information related to changes in job specifications, when necessary.
- Manage project teams to ensure customer issues related to service or production are resolved.
- Manage active production work in a fast paced environment.
Non-Essential Functions:
- Perform other duties as assigned.
- Train new CSMs/AMs/PAs.
- Ability and willingness to serve as a Subject Matter Expert.
Experience/Qualifications:
- Bachelor’s degree preferred.
- Extensive customer service experience within the graphic arts/printing industry preferred.
- Basic computer skills required (Microsoft Office environment).
- Ability to work effectively with superiors and peers in a team environment required.
- Ability to maintain a positive attitude, be a team player, and display a desire to plan actions and achieve results required.
- Ability to work under pressure, handle multiple tasks simultaneously, manage time, organize workload, and prioritize deadlines, required.
- Ability to communicate in written and verbal form in a clear, professional, and courteous manner required.
- Ability to accept criticism and remain calm and effective in high stress situations required.
- Ability to multi-task, problem-solve, and work independently or in a team, applying strong organizational, cooperation, and planning skills required.
- Ability and willingness to remain open to change, take on new challenges, and learn new skills required.
- Commitment to personal and professional growth required.
Cognitive/Physical Requirements:
- Ability to remain focused for extended periods of time in order to perform essential job functions.
- Ability to read and follow written procedures required.
- Ability to see fine detail for quality control.
- Ability to operate basic office equipment, including computer, fax, photocopier required.
- Ability and willingness to work in excess of 40 hours per week when necessary to meet client expectations required.
- Ability to climb stairs multiple times per day.
- Ability to lift up to 10 pounds occasionally and negligible weight frequently.
- Ability to keyboard accurately and to control a computer mouse.