Client Experience

Avery Dennison•Nashville, TN

6h•Onsite

About The Position

Working autonomously, regularly exercising independent judgment and discretion with limited supervision, the Client Specialist/On-Site is responsible for ensuring client business objectives and schedules are met through proactive planning and thorough project management, thus ensuring an exceptional client experience. This position is an individual contributor who is the primary point of contact for a major, significantly high-revenue assigned client and provides day-to-day client relationship management, including autonomously negotiating and committing to client deliverables and independently investigating and resolving client concerns on behalf of the Company.

Requirements

Bachelor's degree in business, marketing, or similar field
At least 3 to 5 years related business experience and/or training in client service; or equivalent combination of education and work experience.
Must possess the ability to be diplomatic with challenging clients.
Excellent oral, interpersonal and written communication skills. Must be able to prepare and effectively present information to large and small groups, to employees, and to management
Ability to work in a collaborative and participative, team-oriented environment, working with clients (both internal and external), all employees, and others in a professional manner
Self-starter who can work independently in a fast-paced environment; proactively managing projects from inception through final delivery, problem solving and reprioritizing to meet needs
Strong organizational skills with ability to manage multiple projects concurrently, delivering against deadlines; with keen attention to detail to ensure highest quality of deliverables
Skilled in effectively utilizing a variety of software programs including: Power Point, Outlook, Excel, Access, Word, ERP, and retail and client specific proprietary software required
Ability to embody and reflect Vestcom’s core values

Responsibilities

Manage 1 major client account with several million dollars in annual revenue.
Master assigned client’s business processes and organization to provide excellent service to the client.
Negotiate client specific Service Level Agreement deviations and impact.
Evaluate individual responsibilities and use initiative and resourcefulness to develop new methods, criteria or propose new policies relating to client specific projects.
Work closely with client and Vestcom Sales, Creative, IT, and Operations departments to establish clear and concise project specifications and production requirements.
Serve as the “face” of the company as the primary day-to-day relationship manager between assigned client and Vestcom.
Manage and communicate directly with client to coordinate individual print and fulfillment projects.
Provide direction and guidance to client on new initiatives and requests.
Communicate and follow through with concise client objectives, schedules, and requirements to direct various Vestcom departments and associates.
Owns issues resolution process - Investigate, escalate, address, and independently resolve issues, complaints and concerns of both client and internal workflow.
Initiate invoice credit requests when necessary based on complaint resolution of incorrect pricing/freight or quantity discrepancies. Follow through to end for completion with appropriate teams.
Evaluate and determine when committing to expedited, un-billed shipping methods is necessary to ensure client’s delivery requirements are met.
Evaluate and recommend whether committing to delivering client product will require print production overtime to meet the client-dictated timing.
Assist sales team with the launch of new projects, initiatives, and enhancements to current processes.
Prepare and oversee job management and process workflows.
Oversee and independently manage jobs associated with assigned account, including receipt of client data, job planning, schedule planning, product quality, internal and external communications.
Collaborate with Sales, Client Experience, IT, and production to ensure timely completion of jobs.
Identify new revenue opportunities within assigned account and communicate to the Sales team accordingly.
Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.