What are the responsibilities and job description for the Customer Account Lead position at Hibbert?
The Hibbert Group is a 144-year-old integrated marketing solutions provider of international scope, whose customers include many of the largest and most successful companies in the world. We support multiple industries and specialize in the Life Science, Semiconductor and Telecommunications verticals. We provide Database Services, Customer Engagement, Global Fulfillment, Life Sciences, Professional Services and Digital Solutions.
We are seeking a driven Customer Account Lead professional with a strong background in team leadership, customer focus, and hands-on experience in Marketing Fulfillment. Basic responsibilities are to assist in overall supervision of assigned accounts including successful implementation of projects and team goals. This is a hybrid position requiring weekly time in the office located in Trenton, NJ.
RESPONSIBILITIES:
- Lead review and documentation of departmental processes and procedures.
- Assist in training staff on department and client programs and new and existing technologies.
- Assist in preparing and presenting client, department, and productivity reports as appropriate.
- Provide account activity status to multiple levels within and outside the company.
- Assist in development and completion of department goals.
- Ensure preparation and implementation of individual client programs and takes appropriate action for client satisfaction.
- Provide solutions to client issues through communications with internal and external clients.
- Attend meetings as required.
- Assist in recommending and developing new operational and strategic ideas for the department.
- Assist in monitoring and directing setup, design, and development of programs, systems, and client applications as applicable.
- Study workflow to assure greatest efficiency and high level of quality and make recommendations for improvement as appropriate.
- Maintain awareness of technological advances and new technologies as related to the department.
- Assist in overseeing implementation of new programs and processes in department.
- Assist in coordinating and overseeing daily activities and staff of account.
- Assist in developing staffing, including team building and employee coaching.
- Escalation point of contact for account team.
- Provides support for workload management across the department.
- Ensure a strong commitment to quality and adhere to all ISO 9001 related standards.
- Comply with all safety policies and report any safety issues immediately to a manager.
- Display behavior and judgment that consistently upholds Hibbert ACT values.
- All other duties/ responsibilities as deemed appropriate by management
SKILLS:
- Proven success in evaluating processes, workflow, equipment, and recommending and implementing change.
- Background in or understanding of fulfillment or marketing services.
- Solid project management skills.
- Effective conflict management skills.
- Excellent interpersonal and communication skills.
- Strong prioritization and organizational skills.
- Experience in Microsoft Windows environment including Word, Excel, and Access.
- Must demonstrate working proficiency of the English language.
- Can effectively communicate with, but not limited to, English speaking employees/other business contacts (contractors, customers, vendors, etc).
- Successfully comprehends business materials written in English (job assignments, instructions, etc).
QUALIFICATIONS:
College degree or equivalent work experience.
EXPERIENCE:
Three years related departmental and industry experience.
Salary: 60k
This description reflects in general terms the type and level(s) of work performed. It is not intended to be all-inclusive. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law