Job Description
Job
Client Services Manager & Client Services Coordinator - 2 positions
Deluxe has two positions available in a new Department for our Australian business. The Client Service Manager & Coordinator will work closely together and with the Global leads based in Burbank to ensure client needs are met.
The Client Service Manager & Coordinator will play a vital role as customer advocate, focusing on building strong relationships and executing work orders to ensure timely and successful completion of customer requests by Deluxe's cross-functional internal teams.
• Provide day-to-day support to customers with laser focus on delivering excellent service and satisfaction.
• Build strong relationships and become a trusted advisor for content partners and customer stakeholders.
• Lead and/or leverage a globally distributed team to execute projects in the most efficient manner.
• Coordinate the acquisition of source materials from relevant internal/external parties.
• Manage orders via Deluxe's proprietary systems through the production pipeline.
• Be responsible for maintaining and presenting account status reports with the customer and internal stakeholders.
• Ensure internal stakeholder alignment on the needs of the customer.
• Exercise impeccable judgment and ownership by knowing when to escalate customer requirements or project blockers to the project team, Supervisors and Senior Management.
• Track on-time and right first-time metrics for projects/workflows managed, and establish new operating procedures to optimise order quality.
• Oversee order remediation and root cause analysis for issues that arise across Client Services and internal teams.
• Understand rate cards and services to ensure proper application of rates to orders.
• Provide cost estimates and finalise rates with customers. Secure purchase orders and follow all necessary ''Order to Cash Cycle'' processes to secure revenue for services.
• Prepare executive summaries and presentations on an ad hoc basis.
What you bring
• Degree in Business Administration or related field preferred or equivalent work experience
• Excellent verbal and written communication skills.
• Technically inclined with strong interpersonal skills.
• Experience working effectively in a fast-paced team environment managing high volumes of orders without error.
• Experience with workflows that occur in multiple locations across multiple time zones.
• Highly organised and able to work independently within own process.
• Critical thinker with a technical mindset, and strong troubleshooting/problem solving skills.
Please note only successful applicants will be contacted.
Applicants must be able to legally work in Australia.
Jobcode: Reference SBJ-r176ve-54-204-142-235-42 in your application.