Client Service Representative

About Us: ICS Corporation is a family-owned direct mail marketing company located in West Deptford, New Jersey. Since 1965, ICS has partnered with some of the nation's leading organizations to deliver innovative direct mail and marketing solutions. For more than 60 years, our success has been built on exceptional service, attention to detail, and a commitment to exceeding client expectations.

Job Summary: ICS is seeking a highly organized, detail-oriented, and customer-focused Client Service Representative to join our growing team. This is a client-facing role responsible for maintaining consistent communication with customers, managing project details, and coordinating with internal departments to ensure the successful execution of direct mail projects from start to finish.

The ideal candidate is an excellent communicator who can build strong client relationships, manage multiple projects simultaneously, and provide timely updates throughout the production process. This individual must thrive in a fast-paced environment, demonstrate exceptional attention to detail, and be committed to delivering an outstanding client experience.

Responsibilities:

• Serve as a primary point of contact for assigned clients, maintaining consistent communication through email, phone calls, and video conferences.
• Build and maintain strong client relationships by providing timely responses, proactive updates, and exceptional customer service.
• Communicate project status, timelines, production updates, and potential challenges to clients while ensuring expectations are clearly established and managed.
• Coordinate with internal departments, including Client Services and Scheduling, to ensure projects progress efficiently and meet critical deadlines.
• Accurately create, manage, and maintain work tickets, work orders, and documentation for complex direct mail projects.
• Monitor project details, track key account metrics, and ensure accuracy and consistency throughout the production process.
• Proactively identify and resolve client concerns, project discrepancies, and potential delays by collaborating with the appropriate internal teams.
• Maintain accurate client records, project information, and account details within internal systems and databases.
• Provide administrative and operational support to Client Service team members and other internal departments as needed.
• Assist with additional client service initiatives, administrative projects, and responsibilities assigned by management.

Qualifications:

• Minimum of 5 years of experience in Client Services, Account Management, Customer Service, Direct Mail, Print Production, Marketing Services, or a related field.
• A customer-first mindset with a strong commitment to service, accountability, and client satisfaction.
• Proven experience in a client-facing role, managing customer relationships and serving as a primary point of contact.
• Demonstrated ability to communicate professionally and effectively with clients through email, phone, and video conferencing.
• Experience coordinating multiple projects, managing competing priorities, and meeting deadlines in a fast-paced environment.
• Strong understanding of direct mail production, print manufacturing, or marketing operations preferred.
• Exceptional organizational skills and attention to detail, with the ability to maintain accurate project documentation.
• Excellent written, verbal, and interpersonal communication skills.
• Strong problem-solving abilities, sound judgment, and a proactive approach to addressing client needs.
• Proficiency with Microsoft Office Suite and business management software.
• Ability to collaborate effectively across multiple departments and levels of the organization.