Client Service Specialist

Dialog Direct a Qualfon Company

Highland Park, MI

Expired: over a month ago Applications are no longer accepted.

Full-Time

Job Description

The Client Service Specialist is responsible for routing materials and facilitating approvals across various departments within Dialog Direct. In addition, the coordinator 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 the coordination and is directly responsible for managing customer expectations and success in terms of meeting deadlines, flawless execution and within the 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 and collaboration with peers managing the client's inventory/e-stores. 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.

JOB DESCRIPTION

Estimating Ongoing Activities or Accounts with no Account Management
- Obtain estimate number and hold Start of Estimate (SOE) meeting
- Coordinate activities related to RFP/proposal appropriate approvals (Account Management) and preparation
- Complete Change Request Form as required with approvals (Account Management)
- Submit RFP or estimate & enter into SharePoint
Project Initiation & On-Going Activities
- Attends Start of Work and creates project task list (responsibility/due dates)
- Creates Project/Job in BPC
  - Attaches Estimate/Statement of Work within BPC
- Complete Project Macro for on-going projects
- Complete Project Work Instructions for on-going projects
- Determines & Finalizes departmental request as required by each department
- Purchase materials with Purchasing as required
- Determines reporting required from each department based on billing requirements/SLA
Project Initiation & On-Going Activities
- Set-up & Maintain Inventory & Inventory Reporting to Client
  - Low Water/Usage/Scrap & Destruction
  - Initiate inventory discrepancy with IR team
- Order entry into BLS (batches, email orders, special orders or rush orders)
- Package tracking as required/claims
- Key Member in Testing new or modified Estores and assist clients as required
- Maintain eStores and client logins
- Schedule regular internal meetings to ensure the projects success
- Manage project delivery
  - Hold departments accountable and escalate as required
- Initiate CARS when rework or customer issues are noted and resolve with internal departments
- Hold Internal Program Healthcheck and provide feedback to Account Management for State of the Business Reviews
- Initiate closing of Projects & attend End of Work Meeting with Account Management
Invoicing, Budgets & Account Receivable
- Notify Account Management of increase or decrease in volumes for forecasting
- Identify and Provide CR forms to Account Management to ensure Billing
- Continuous on-going projects may align billing approval to CSD Operations (Example: Mail Management, Kitting, etc.)
All other duties assigned

KNOWLEDGE, SKILLS AND ABILITIES

Excellent Communication Skills (verbal and written)
Analytical Skills/Detail Oriented
Multi-Tasking Ability
Excellent Organizational/Time Management Skills
Ability to manage without authority to meet client objectives
Reading Comprehension
Basic Math Skills
Creative Problem Solving Skills
Professionalism
Delegation/Follow-up Skills
Solid Computer Skills
- Basic Microsoft Word, Intermediate Excel, Web Navigation, Proficient in BLS, Proficient in BPC
Requires 35 WPM typing skill
Fulfillment Knowledge
Strong customer service orientation
Ability to take directions, yet work independently
Team player with a collaborative and positive attitude
Ability to create timelines and identify program risks
Detailed oriented
Superior Customer Service Skills

EDUCATION

Bachelor's Degree in Marketing or Business a plus
Minimum of 2-4 years of experience in a related industry

Company Description

Dialog Direct, a Qualfon Company, is a global provider of contact center, back-office, and business process outsourcing (BPO) services. We offer a full suite of customer lifecycle services including sales, customer care, technical support, and retention programs, and we are experienced at operating large client programs across multiple geographies. Qualfon also supports a variety of communication channels including voice, chat, email, IVR, social media, and blogs.
Qualfon's employee retention is often two times the industry average, which provides our clients more value with better quality at a lower price. The secret to our highly tenured and engaged workforce is simple: It's about people. We focus on what matters to our people, and that is their work life, plus their family, friends, community, spirituality, and health. We invest in the well-being of our people and, in return, they take better care of customers, clients, and our communities. With our mission to Be the Best BPO and Make People's Lives Better, Qualfon is consistently a top-ranking provider for clients and has helped many companies win coveted customer service awards.

Why Work Here?

Qualfon’s mission is to help as many people as possible pursue their total vocation by creating an ever-growing number of job opportunities.

Dialog Direct, a Qualfon company, is on a mission to help as many individuals as possible pursue their total vocation, create an ever-growing number of career development opportunities, and be the partner of choice for all our clients. Further your education and earn a college degree through our Qualfon University scholarship program FREE access to personal and professional support through the Qualfon non-denominational chaplaincy program We lead by example to ensure our amazing team members and supervisors embrace and live the Qualfon Mission & Values Dialog Direct is dedicated to ensuring all team members have Fun@Work!