Client Services Support Specialist

Position Summary:

The Client Services Support Specialist plays a critical internal role in supporting the execution of direct marketing campaigns. This position works exclusively with internal teams, including Client Services, Production, Warehouse, Content Development, and Finance, to ensure jobs are produced, mailed, and reported accurately and on schedule. 

The ideal candidate will demonstrate exceptional attention to detail, strong organizational skills,

and the ability to communicate clearly and effectively with internal teams. This role requires a high

degree of accuracy, quality, and accountability throughout the job–from material receipt through end-of

job reconciliation.

Essential Functions:

Job Setup, Samples, and Quality Control:

• Prepare physical and digital samples of mail packages for review and production, including cutting, folding, inserting, and assembly.
  
• Measure package attributes (size, weight) and accurately record specifications in control systems.
  
• Create sample packages with clear visual instructions for production teams.
  
• Verify address placement, barcode clearance, and personalization accuracy on all panels.
  
• Review Ready-to-Mail (RTM) packages for quality, ensuring proper cuts, folds, print, and coding.
  
• Perform secondary reviews of job instructions to confirm accuracy and adherence to client specifications.
  

Job Instructions and Internal Documentation:

• Create, review, and update detailed job instructions in internal systems for lettershop and production teams.
  
• Generate support documents, sample instructions, and RTM documentation to ensure correct job execution.
  
• Verify drop schedules for accuracy regarding quantities, mail class, mail dates, and permits.
  

 Material and Production Coordination:

·        Log daily material deliveries from Bills of Lading (BOLs) received from the warehouse.

·        Ensure materials are delivered on time and in the correct quantities.

·        Verify that envelopes and components meet specifications, escalating discrepancies.

·        Collaborate with Client Services, Production, Warehouse, and Content teams to resolve issues and keep schedules on track.

Mail Tracking and Reconciliation

·        Track mail statements to ensure mailing activity meets job schedules and client expectations.

·        Follow up with internal departments when mail statements or confirmations are delayed or missing.

·        Perform end-of-job postage reconciliation by kit and total job, ensuring accuracy of quantities, tiers, and costs.

·        Assist with reporting and documentation related to mailing activity and job completion.

End-of-Job Reporting and Disposition:

• Verify post-mail material counts with the warehouse to ensure accuracy.
  
• Prepare and follow up on material disposition reports for timely resolution.
  
• Generate internal and client reports related to postage, reconciliations, production, invoicing, and inventory.
  

Additional Responsibilities:

• Works toward continuous improvement and expertise in Direct Mail.
  
• Complies with company policies and procedures.
  
• Promotes company values and culture.
  

·        Work a modified schedule as needed.

• Carry out additional tasks as assigned.
  

Requirements

Essential:

·        Attention to detail, consistently delivering accurate and error-free work

·        Excellent written and verbal communication skills to facilitate effective collaboration within teams

·        Ability to follow detailed instructions and uphold quality standards in a fast-paced production environment

·        Strong organizational skills, effective time management, and prioritization of tasks

·        Comfortable working with physical materials, samples, and production documentation

·        Proficient in using internal job tracking systems and standard office tools such as Excel, PDFs, and shared directories

·        Capable of working independently while supporting multiple internal teams

·        Willingness to take on responsibilities and challenges.

·        Reliability and dependability.

·        Highest quality standards for own work.

·        Ability to adapt easily in rapidly growing operations.

Preferred:

·        Experience in direct marketing, print production, lettershop, or mailing operations

·        Familiarity with postal requirements, mail classes, and production workflows

·        Experience with job control or production management systems

·        High school diploma or equivalent required.  Bachelor’s or an Associate’s degree in business or any other related study preferred.

·        Two or more years of experience working in a product support, project coordination, client services, or similar role is desired.

·       This position is an on-site role with no remote or work-from-home opportunities. 

·        This position may require lifting materials or mail products to 25 lbs.

Benefits

 *New Associates become eligible for benefits the 1^st of the month following 60 days!

·         Medical (2 plan designs to choose from)

·         Dental

·         Vision

·         Life & Disability Insurance Options

·         401K with employer match program