Dialog Direct
  • Operations
  • Highland Park, MI, USA
  • Salary
  • Full Time

Medical, Dental, Vision, 401K


The Client Service Specialist is responsible for routing materials and facilitating approvals across various departments within Dialog Direct. In addition, the coordinator serves as a key point of communication within their respective working teams. They are involved in a project from start to finish, helping wherever possible to meet the needs of the team and Client. Marketing experience preferred

This position is responsible for coordination and is directly responsible for managing customer expectations and success in terms of meeting deadlines, flawless execution and within scope as identified in the estimating process. Assigns work responsibilities through their global knowledge of operational functions to ensure flawless execution within Creative Services, Contact Center, Digital Print, IT, Production and collaboration with peers managing the client's inventory/estores. This position manages large on-going projects that may be composed of several smaller projects/jobs and requires extensive organizational, analytical and multi-tasking abilities to manage successful results. Ability to manage inventory that is required for production projects (inventory that is in and out). Ability to work with Account Management and NBD teams to manage client expectations, ensure changes in scope are captured and invoicing/billing is accurate and consistent.

Key Responsibilities

  • Estimating Ongoing Activities or Accounts with no Account Management
    • Obtain estimate number and hold Start of Estimate (SOE) meeting
    • Coordinate activities related to RFP/proposal appropriate approvals (Account Management) and preparation
    • Complete Change Request Form as required with approvals (Account Management)
    • Submit RFP or estimate & enter into SharePoint
  • Project Initiation & On-Going Activities
    • Attends Start of Work and creates project task list (responsibility/due dates)
    • Creates Project/Job in BPC
      • Attaches Estimate/Statement of Work within BPC
    • Complete Project Macro for on-going projects
    • Complete Project Work Instructions for on-going projects
    • Determines & Finalizes departmental request as required by each department
    • Purchase materials with Purchasing as required
    • Determines reporting required from each department based on billing requirements/SLA
  • Project Initiation & On-Going Activities
    • Set-up & Maintain Inventory & Inventory Reporting to Client
      • Low Water/Usage/Scrap & Destruction
      • Initiate inventory discrepancy with IR team
    • Order entry into BLS (batches, email orders, special orders or rush orders)
    • Package tracking as required/claims
    • Key Member in Testing new or modified Estores and assist clients as required
    • Maintain eStores and client logins
    • Schedule regular internal meetings to ensure projects success
    • Manage project delivery
      • Hold departments accountable and escalate as required
    • Initiate CARS when rework or customer issues are noted and resolve with internal departments
    • Hold Internal Program Healthcheck and provide feedback to Account Management for State of the Business Reviews
    • Initiate closing of Projects & attend End of Work Meeting with Account Management
  • Invoicing, Budgets & Account Receivable
    • Notify Account Management of increase or decrease in volumes for forecasting
    • Identify and Provide CR forms to Account Management to ensure Billing
    • Continuous on-going projects may align billing approval to CSD Operations (Example: Mail Management, Kitting, etc.)
  • All other duties assigned

Qualifications and Skills

  • Bachelor's Degree in Marketing or Business a plus
  • Minimum of 2-4 years of experience in a related industry
  • Excellent Communication Skills (verbal and written)
  • Analytical Skills/Detail Oriented
  • Multi-Tasking Ability
  • Excellent Organizational/Time Management Skills
  • Ability to manage without authority to meet client objectives
  • Reading Comprehension
  • Basic Math Skills
  • Creative Problem Solving Skills
  • Professionalism
  • Delegation/Follow-up Skills
  • Solid Computer Skills
    • Basic Microsoft Word, Intermediate Excel, Web Navigation, Proficient in BLS, Proficient in BPC
  • Requires 35 WPM typing skill
  • Fulfillment Knowledge
  • Strong customer service orientation
  • Ability to take directions, yet work independently
  • Team player with a collaborative and positive attitude
  • Ability to create timelines and identify program risks
  • Detailed oriented
  • Superior Customer Service Skills

About Dialog Direct
Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States.

Dialog Direct
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