Customer Experience Coordinator

Responsible for order acquisition, customer service support and the execution/provision of administrative support for each job in their purview with a high level of accountability as the job is monitored and guided through the workflow to delivery.

Job Duties and Responsibilities:

SALES & SERVICE

·         Attend key customer meetings/ briefs alongside the ED as needed to better understand and conceptualize the product for estimate generation, provide vivid feedback to the Design team on customers’

          expectations when needed, completed specification checklist, attain site visit notes for clarify where applicable to ensure that the internal team can meet customers’ expectation(s).

·         Execute customer calls/ interactions efficiently, proactively, and courteously to ensure customer satisfaction and secure customers’ order(s).

          Promptly respond to customer queries via face to face interaction, email, phone, and social media channels.

·         Ensure frequent, clear, effective, and courteous communication with all customers via the various mediums available or best suited to the specific customer given the message to be communicated to ensure

          timely updates, amendments, approvals, and delivery to foster a trust and ensure satisfaction.

·         Track, follow-up and resolve outstanding customer issues in a timely fashion.

·         Ensure all jobs meet customer expectations and are on time in full to specification (OTIFTS) by monitoring the job through the internal process…

·         Create maintain and update Customer Profiles / Customer Listing and Customers’ Pricelist.

·         Ensure that all purchase orders and approved artwork received disseminated for processing accurately and in a timely manner in accordance with internal procedures.

·         Analyze customer complaints and provide appropriate corrective actions. Immediately escalating serious complaints or issues that you are not equipped to deal with and liaise with colleagues or managers to find

          the best solutions to customer issues.

·         Liaise with local and foreign customers to secure orders and projection plans by obtaining an official Purchase Order or signed pro-forma along with artwork approval and job specifications. Ensures completion

          of all jobs end to end from (as per mapped out job processes and cost centres)
·         Attending workshops and meetings as required.
·         Verify information on customers’ purchase orders, scan and forward to the necessary personnel for accounts receivable (AR) related processing.

·         Attain/ update/ verify (whichever is applicable) Terms of Business approval for each customer. Credit; Conditions of Sale; Customer Information Requirements”,

·         Communicate the delivery timelines with customers and ensure that any deviations from the plan are conveyed to them.

·         Maintain meticulously organized softcopy files for each customer and pass all hard and soft copy documents, approvals etc. the relevant personnel.

·         Promote continuous improvement via liaising with colleagues or managers to find the best solutions to customer issues, flagging common problems experienced and escalating them to management, along with

          possible suggestions for improvement if possible.

·         Periodically obtain and share customers’ feedback in the form of survey and share with relevant personnel to have products and services improved.

·         Address customer complaints/ issues immediately where applicable and share corrective action to reduce likelihood of re-occurrence, escalate serious issues that you are not equipped to deal with to

          management.

·         Maintain weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends

·         Conduct all client related activity with the highest level of confidentiality.

ESTIMATING

·         Develop and maintain an in-depth knowledge of the product offering.

·         Develop and maintain competence in the accurate us of the estimate generation software.

·         Generate estimates using the system for all customers liaising with the necessary internal stakeholders to ensure accuracy when applicable, issue to the respective customers in a timely manner and confirm

           receipt, subsequent customer approval and pass the information through the relevant personnel.

ART

·         Ensure that the correct artwork charges are being issued to the customer.

·         Provide Pre-Press department with artwork and job specifications to obtain digital proofs and finished artwork to update the Graphic Artist schedule/log on a priority basis

·         Ensure new die-line specifications are added to H-drive (TBC)

·         Ensure all art requests are completed and the required approvals and recoverable expense values are clearly stated and provided to the relevant personnel.

·         Receive and review final artwork from design team and Pre-Press Department and submit it to the customer for approval

·         Prepare art requests and submit to the Design Team.

OTHER

·         Required to be the Relief Digital Production Planner in her absence. (TBC)

·         Perform duties with adherence to the Company’s Safety and Quality procedures and practices.

·         Ensure that good housekeeping practices are always maintained.
·         Any other related duties as assigned by management.

Qualifications:

· Associates Degree in Business Management or related field.

· CXC or GCE O’ Levels passes including Mathematics and English.

· Certificate in Customer Service Leadership or similar would be an asset.

Experience:

· A minimum of  two (2) years experience in a Customer Service environment.

· Experience in a manufacturing environment would be an asset.

Knowledge, Skills & Abilities: 

· Proficient in Office 365 - Outlook - email & calendar; MS Word, Excel, Power Point, Forms

· Excellent oral and written communication skills.

· Customer service skills.

· Interpersonal skills.

· Excellent time management skills.

· Problem-solving oriented.

· Able to function autonomously 

· Tech savvy

· Team player

· Highly organized with excellent prioritization skills

· Knowledge of/ experience with project management software e.g. would be an asset.