Position Summary:
Provide exceptional customer service to our top ten outsourcing clients. Ensure that the day-to-day program execution is completed within the service level agreement (SLA) and adheres to the Lowe Martin quality program.
Core Competencies
• Customer Focus
• Quality Orientation
• Time Management
• Creative and Innovative Thinking
• Development and Continuous Learning
• Problem Solving
• Accountability and Dependability
• Decision Making and Judgement
• Planning and Organizing
• Mathematical Reasoning
• Communication
• Energy and Stress
• Team Work
Job Duties
Lowe Martin provides clients with the following solutions:
Fulfillment of marketing and merchandise materials:
Client Offering: order fulfillment, kit collation and fulfillment, large marketing distributions and mailings
Your role:
- Ensure orders/kits are fulfilled on-time at to quality standards
- Work with the fulfillment team to provide direction on ad-hoc distributions that require detailed instructions
- Ensure all program documentation as it relates to the client is maintained and updated accordingly and is communicated to the fulfillment team
Warehousing:
What we offer: inventory management/control, shipping, receiving, recycling and storage
Your role:
- Ensure that receipts are entered into the ERP system within the SLA timeframe
- Ensure that all incoming product is identified and properly labeled. You will be required to follow-up with the client when unidentified product arrives at the facility and coordinate with the Receiver
- Ensure product is shipped as per the SLA
- Control of inventory as it relates to marketing material – ensure that marketing publications are up-to-date, old publications are destroyed as per the destruction process, follow-up with the client on low or critically low inventory levels and work with them to re-order or print
Print:
What we offer: digital printing and finishing, offset printing and specialty printing and finishing
Your Role:
- Take print requests from the client and coordinate with the print department to print materials within SLA timeframes and quality standards
- Ensure clients publications are up-to-date
- Add client’s publications to our ERP system
Information Technology:
What we offer: develop marketing portals and ecommerce sites, data analytics, multichannel marketing – web, mobile, sms, social and print programs
Your Role:
- User support on all eStore systems
- Entering tier 1 service tickets with the ability to gather all required information for the Information Technology team to solve the clients issue(s) within the set SLA
- Identify when a client wants to add or change any existing technology and work with the project management team to identify client requirements
Client Care:
What we offer: an exceptional customer experience, providing program insights and ideas that drive transformative change within our business and our client’s business
Your Role:
- Work with the Sr. Account Manager to report on SLA performance and provide ideas that will transform current or existing programs
- Delivering excellent client care by utilizing customer service techniques – problem solving, efficient follow-up, gathering the right team members together to solve a client challenge, escalate to the Manager of Customer Care when appropriate, identify new client requirements and work with the project management team to deliver quality products and services
- Invoice client programs on a monthly basis
- Reporting
Requirements
- A degree in business, marketing or related field required
- 2-3 years of experience in a B2B or financial services environment
- Strong demonstrated customer service and troubleshooting skills
- Ability to analyze and interpret client needs and offer the appropriate options, solutions, and resolutions required
- Proven conflict resolution, negotiation, and objection handling skills
- Ability to respond and adapt quickly in a dynamic and changing environment
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Able to build and maintain lasting relationships with departments, key business partners, and customers
- Able to effectively communicate both verbally and in writing
- Ability to coordinate and organize meetings, exhibits, and other events
- Computer literate, including effective working skills of MS Word, Excel and Outlook, MS-NAV (ERP)
- Professional telephone manners
- Attention to detail in all areas of work
- Professional appearance
Work Conditions
- Manual dexterity required to operate telephone, computer and peripherals
- Some travel will be required, mainly to the GTA and Toronto
- Interacts with employees, management and the public at large
- Main hours – 8:30AM-5:00PM
- Overtime may be required