Senior Customer Service Specialist

About the role

The Senior Client Services Specialist is responsible for managing complex customer accounts and print projects from order entry through production, delivery, and invoicing. This role serves as the primary communication link among the customer, Sales, Estimating, Planning, Scheduling, Production, Purchasing, Data Processing, Mailing, Fulfillment, Shipping, and outside partners.

Responsibilities

• Manage assigned customer accounts and projects from initial request through estimating, order entry, production, delivery, invoicing, and post-project follow-up.
• Serve as the primary day-to-day contact for assigned customers, providing timely, accurate, professional, and proactive communication regarding specifications, schedules, approvals, changes, risks, and project status.
• Review customer purchase orders, artwork, data requirements, mailing instructions, samples, estimates, schedules, inventory needs, shipping instructions, and other project information for completeness and accuracy.
• Create and maintain clear job tickets, production instructions, project schedules, estimates, change documentation, and account-specific procedures that accurately communicate customer expectations to production teams.
• Partner with Sales and Estimating to confirm project scope, quantities, materials, production methods, pricing assumptions, outside purchases, and customer expectations before work is released.
• Coordinate with Planning, Scheduling, Production, Purchasing, Quality, Mailing, Fulfillment, Shipping, and other departments to establish realistic production plans and meet customer commitments.
• Monitor active work throughout production, identify potential delays or specification conflicts, communicate changes promptly, and lead issue resolution before customer commitments are affected.
• Initiate and document changes to scope, specifications, quantities, schedules, materials, freight, or other requirements; ensure related pricing and production information is updated before work proceeds.
• Review job performance, production results, additional charges, freight, outside purchases, and invoicing information to support accurate job closeout and billing.
• Investigate customer concerns, quality issues, shortages, damages, late deliveries, or billing questions; coordinate corrective action and maintain professional communication through resolution.
• Support account transitions, new customer implementations, plant visits, customer meetings, press checks, samples, and special projects as needed.
• Identify recurring issues and improvement opportunities; partner with department leadership and cross-functional teams to strengthen workflow, reduce errors, improve job velocity, and enhance the customer experience.
• Other duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In keeping with Mittera’s philosophy that each individual should be encouraged to reach his or her full potential, and in compliance with the Americans with Disabilities Act (ADA), reasonable accommodations or modifications will be made for qualified individuals with disabilities to perform the essential functions of this position. Hours may vary depending on departmental staffing needs.

• Five or more years of customer service, account management, or project-management experience in commercial printing, packaging, direct mail, fulfillment, or a related manufacturing environment preferred
• Strong working knowledge of print production processes, materials, estimating concepts, scheduling, finishing, quality requirements, shipping, and job-cost considerations
• Ability to manage a substantial volume of active jobs and customer requests across multiple accounts while maintaining accuracy, organization, follow-through, and attention to detail
• Ability to translate customer requirements into complete and practical production instructions and identify missing, conflicting, or high-risk information before production begins
• Excellent written, verbal, and interpersonal communication skills with the ability to communicate professionally with customers, Sales, vendors, production employees, and leadership
• Demonstrated ability to lead