Client Experience Representative

OSG (Output Services Group) is an industry leader in developing integrated direct marketing campaigns that simply and accurately communicate the right message at the right time. We help clients integrate critical customer interactions to optimize working capital and drive profitable business growth. We specialize in data analysis and production in order to create and manage successfully innovative programs for our partners around the world. The goal: to modernize processes and create frictionless experiences. Our clients benefit from a partnership that values simplicity, security, and connectivity—for today's environment and tomorrow's innovation. OSG will offer you the opportunity to succeed with a solid company that provides world-class services to the top companies in the U.S.

Responsibilities

A Client Experience Representative serves as a client’s primary point of contact for day-to-day activities. They are the front line of the Client Experience organization and are responsible for a client’s initial impression of our company and the level of service we provide. A Client Experience Representative is an expert in the processes and procedures of the facility or facilities to which they are aligned. Working cross functionally, they proactively communicate potential risks, communicate issues, and engage their Director, Client Experience to align additional resources if needed. Their primary responsibility is delivering a high level of client satisfaction by providing a high level of responsiveness, demonstrating a strong knowledge of each account and their business, and providing effective issue resolution.  

Core Job Responsibilities

• Serve as the primary point of contact for day-to-day client activities
• Deliver a high level of client satisfaction through outstanding responsiveness, proactive communication, and effective issue resolution
• Develop relationships and work collaborative with facility cross functional teams and internal departments to provide a high level of responsiveness to clients and to drive client satisfaction
• Demonstrate a strong knowledge of assigned accounts and their business
• Help to identify opportunities for process and profitability improvement within account base.
• Monitor client postage deposits and custom inventory, communicating when replenishments need to be made
• Assist with pricing handoffs and implementation of new programs and ad hoc projects
• Provide status and SLA reporting
• Maintain a cadence of status calls with clients
• Consistently monitor account health and leverage the Director, Client Experience to engage the Client Success Manager where needed
• Work collaboratively with internal teams on issue resolution and improving the overall client experience. 
• Effectively use Salesforce and/or facility platform for case management
• Escalate client issues to the Director, Client Experience
• Demonstrates an expert level understanding of the processes and procedures of the facilities to which they are aligned
• Ensure the successful completion of the following for Direct Mail Production:
• Work ticket creation for complex projects without supervision
• Work with the Scheduling Department to achieve client’s requested mail/ship date
• Outside print vendor coordination
• Handle QC & hourly checks
• Manage billing process

Qualifications

• A bachelor’s degree is preferred, but an associates degree, relevant coursework (i.e., Business, Marketing, Communications) or related work experience is acceptable
• Experience as a production/direct mail client representative, client manager or similar role is preferred
• Excellent communication skills, regardless of format (i.e., phone, email, text, video conferencing, in-person)
• Outstanding ability to build strong client relationships
• Strong detail-orientation for Corrective Action Reports, SLA and status reports, and other critical business correspondence
• Ability to meet deadlines while balancing multiple client deliverables
• Previous print and mail experience preferred

Compensation and Benefits

• Competitive compensation and benefits including medical, dental, vision,      short- and long-term disability and life insurance, 401K, and flexible spending accounts
• Ongoing opportunities for development and career advancement based on merit, not tenure
• PTO Benefits
• The opportunity to work in a creative, comfortable, progressive, and fun environment

OSG is an equal opportunity employer that will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit-based factors.

Background checks and drug screen testing is required prior to employment. 

For more information about OSG and what we do, please visit our website at www.osgconnect.com.