What are the responsibilities and job description for the Print and Direct Mail Customer Service Representative position at Wilen?
About Us
We are a leading provider of highly versioned, digitally printed, and data-driven direct mail solutions. Our team leverages cutting-edge technology to deliver personalized campaigns that drive results for our clients. We are looking for a detail-oriented and strategic liaison to join our team.
Position Summary
The Customer Service Representative serves as the all-inclusive liaison between clients, sales, and production facilities, ensuring timely and accurate execution of our client’s programs. You will act as the primary execution-focused contact for key accounts, ensuring their objectives are met in compliance with company standards and quality requirements. This role requires a blend of technical aptitude for handling complex data logic and exceptional project management skills.
Key Responsibilities
All lawful directives of your supervisor or a member of Company management.
Project Management & Workflow
- Manage the end-to-end production process from order entry until final delivery and invoicing of the client's product, ensuring all requirements are met.
- Engage clients to gather job specifications and translate their requirements into detailed manufacturing and shipping/postal instructions.
- Review client requirements for adherence to our platform’s capabilities to ensure successful program execution.
- Troubleshoot specifications, enter orders into production, coordinate the receipt of raw and supplied materials, and modify order instructions as needed for flawless execution.
- Create and develop process documentation, workflows, and job aids for internal and external purposes.
- Create and monitor production schedules to ensure strict mail dates are met.
Quality Control, Data Integrity & Continuous Improvement
- Apply knowledge of the client's business requirements to execute successful print/direct mail programs.
- Assist in the facilitation of creating prototypes and the development of custom print pieces.
- Review "live" proofs and audits to verify variable data logic (e.g., ensuring the right offer matches the right demographic).
- Lead the Corrective Action process on behalf of sales/client for medium to large accounts, including investigative root cause analysis and implementing actionable improvements.
- Perform sign-offs on digital proofs, laser setups, and matrix verifications.
Client Communication & Account Leadership
- Act as a communication link between external clients and all internal departments.
- Confer with clients throughout production to keep them informed of job status, solicit additional information, and coordinate changes.
- Proactively identify potential production risks and communicate solutions to the client immediately.
- Manage client inventory of collateral and alert clients when replenishment is needed.
- Mentor junior-level team members in the use of tools and/or systems in the position as needed.
Qualifications & Skills
- Experience: 3 years in the Direct Mail, Commercial Printing, or Variable Data Printing (VDP) industry is highly preferred.
- Technical Knowledge: Familiarity with digital print platforms and an understanding of how data streams merge with creative assets.
- Data Fluency: Comfortable working with Excel to review audit logs and distribution lists.
- Attention to Detail: Ability to spot errors in complex matrixes where every piece of mail is unique.
- Communication: Strong written and verbal skills; ability to explain technical production constraints to non-technical clients.
- Work Ethic: Must be able to work onsite with minimal supervision and may be required to work occasional weekends and holidays as needed.
Preferred Skills
- Experience with Print Management Information Systems (MIS).
- Knowledge of USPS regulations and postal presort logistics.
- Basic understanding of HTML or creative files (InDesign/PDF).
This job description is subject to change from time to time at the Company’s discretion.
As a marketing agency, there are times when client deadlines dictate additional work hours. Our employees are expected to be available beyond standard work hours when necessary.
We’d love to hear your story and learn how your talents and experiences will enhance our team.