Client Services Specialist

Description

KP LLC is more than just a company. We have stood the test of time for over 90 years by combining our traditional services with the latest online technology. We continue to build on this foundation, growing our team with the same core values that made us who we are. 

KP is looking for a Client Services Specialist to service our clients by planning, facilitating and coordinating all phases of service requirements while adhering to client specifications and KP guidelines. 

 Essential Duties and Responsibilities:

• Liaison between the Client, Sales, IT and Operations after the initial installation of programs; plans, develops methods and procedures to obtain and clarify customer end-use needs; directs and coordinates program activities, 
• Manage client relationship including communications with client on current business issues.
• Gather client specifications for print, mail, fulfillment, and/or technology-based solutions, coordinate with internal resources and proactively communicate with customers to provide accurate estimates and proposals.
• Compare customer specifications to operational instructions, work orders, change orders and invoicing to ensure that all elements and necessary documents  are accurate, complete and in accordance with customer agreements.
• Prepare and provide accurate reports and analytics to the client and/or sales and proactively communicate key milestones and status before, during and after jobs, projects and programs.
• Maintain active, timely and effective communications between sales, operations, and the customer by: participating in meetings, business reviews and  conference calls, follow-up on all customer and sales inquiries; and compiling reports and metrics as necessary.
• Schedule and coordinate with suppliers to ensure delivery dates are met. 
• Collaborate proactively with team members to back-up and adequately distribute work load to ensure client deadlines are met. 
• Other duties and responsibilities as assigned. 

Requirements

• Associates  degree from two-year College; plus one to two years related experience and/or training; or equivalent combination of education and/or 4 years Customer Service experience. 
• 2  years experience in print, mail, fulfillment or marketing.
• Basic  knowledge of Microsoft Office products including Word, Excel and Outlook.
• Strong  Customer service skills to proactively anticipate customers’ needs; commitment to exceeding customer expectation. Works with customer to develop realistic time frames and objectives.
• Strong  verbal, written and listening skills; ability to read, understand and follow SOP’s, supervisor instructions and safety, security and quality procedures, clearly and effectively communicate with customers and employees.
• Team Work to balance team and individual responsibility. Works collaboratively to meet needs of department. Shares information with others.
• Good interpersonal skills; ability to get along with employees and respond positively to instructions and procedures.
• Works on multiple projects simultaneously.
• Use self-management skills to plan, organize and prioritize work activities to use time efficiently.
• Reviews all work carefully for completeness and accuracy.

Certificates and Licenses: Customer Service or Project Management Certification a plus