Customer Experience Advisor--Print & Mail

TDS•Waunakee, WI

About The Position

Suttle-Straus is looking for a Customer Experience Advisor who is a direct mail print production expert and strategic thinker with the ability to identify opportunities for innovation and process improvement to join our award-winning team. The ideal candidate is a data-savvy team member who drives growth, deepens relationships, and communicates our dedication to direct mail and multi-channel marketing. We offer a collaborative work environment, great benefits and fantastic co-workers. Suttle-Straus is a premier provider of printing, wide format, digital imaging, mailing, custom kitting, warehousing, and distribution services. Our success is founded on three core principles: A clear focus on meeting and exceeding customer expectations; a long history of implementing new technologies to increase quality and efficiency; and the importance of supporting an outstanding workforce. We offer a competitive benefits package with immediate eligibility for health, dental, vision and life insurance, and eligibility after 30 days for a company matched 401(k) plan. Paid time off accrues monthly from date of hire. Check out our Facebook page to learn more about us!

Requirements

Bachelor’s degree in marketing, communications, or a related field preferred
5+ years of experience in direct mail production, print marketing, or project management
Demonstrated analytical and strategic thinking skills, with the ability to research, interpret data, and creatively resolve complex queries using multiple systems
Exceptional attention to detail, with proven accuracy in auditing complex production outputs
Highly adaptable and able to manage shifting priorities independently, demonstrating personal accountability
Exceptional relationship-building and communication skills
Ability to foster trust and collaboration
Skilled in negotiating mutually beneficial outcomes and resolving conflicts effectively
Proven ability to lead projects, mentor others, and share expertise to support collective success
Maintains data integrity and communicates complex information and specifications accurately
Excellent interpersonal and communication skills, with the ability to convey complex ideas to diverse audiences
Strong computer skills
Resourcefulness

Nice To Haves

USPS Mailpiece Design Professional certification preferred

Responsibilities

Respond to customers promptly and professionally, using clear and concise communication
Capture, document, and maintain client-specific standards
Communicate and manage expectations of project milestones
Resolve issues in the best interest of both customers and Suttle-Straus
Evaluate customer requests and provide guidance to strengthen partnerships
Manage client relationships, coordinate internal teams, review production proofs, attend press checks, handle escalations, and ensure compliance with quality standards
Oversee campaigns from creative development through invoicing, ensuring milestones are met and specifications are clarified
Process customer orders according to standard procedures
Provide complete, accurate, and timely information to all departments
Demonstrate strong follow up skills while responding to multiple open issues
Adapt to shifting priorities independently
Escalate unresolved customer issues to manager for further investigation and resolution
Apply B2B marketing principles and manage multi-channel campaigns across digital, print, trade shows, social media, and email marketing, including segmentation and creative development
Complete pre-billing activities, resolve job cost issues, and address or escalate aged open orders
Troubleshoot and analyze process to determine root cause of rework/work stoppage, identify and generate solutions, and decide best next steps
Understand postal regulations and review Postal Paperwork for accuracy
Apply knowledge of USPS bulk mailing regulations, mail piece design, postage, postal promotions, omni-channel campaigns, and compliance
Demonstrate analytical and strategic thinking, with the ability to research, interpret data, and resolve complex queries using multiple systems
Adhere to data integrity standards
Communicate accurate postal specifications
Execute processes for Informed Delivery ® and connected mail
Advise and guide customers through the mailing process
Clearly define programming of variable for complex data
Build inventory items accurately and monitor inventory levels
Initiate replenishment activities and advise customers on inventory management strategies
Manage inactive inventory items and provide inventory reporting for clients
Set up and manage Bill of Materials
Build, test, enable, and maintain products available on Brand Portal
Participate in end-user acceptance testing for Brand Portal releases and enhancements
Manage reports and educate customers on available reports
Advise clients on pricing and storage practices