Account Coordinator

US-FL-DME - Daytona Beach
FLSA Status
Non-Exempt
Type
Regular Full-Time

Mission

POSITION SUMMARY:

The Account Coordinator actively manages all aspects of day-to-day production activity for direct mail and/or email campaign component(s).

 

SCOPE OF THE POSITION:

Position reports to Operations Manager.

The incumbent will be expected to work independently using technical judgment.

Position 80s

Major Areas of Responsibility:

  • Ensures that all components of each job assigned are produced to required specifications
  • Monitors and manages job production schedule
  • Fields day-to-day job questions, and manages changes and issue resolution
  • Manages job creative and associated assets
  • Responsible for ordering and/or reviewing and validating the accuracy of job data file
  • Updates multiple systems supporting job production
  • Completes miscellaneous production support activities

 

Primary Objectives:

  • Ensures that all assigned jobs are approved & released to Production vendor to meet mail or email “in home” date
  • Maintains or exceeds established quality control standards to avoid job errors
  • Builds and sustains a solid working relationships with Account Management , clients and production vendors

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Ensures that all components of each job assigned are produced to required specifications
    • Thoroughly understands production requirements for each individual direct mail (letter, envelope, postcards, coupon inserts, etc.) and/or email component of job, and ensures component is produced to specifications of order
    • Proactively works with internal resources to resolve production spec issues
    • Submits and manages changes to components to meet specifications
    • Ensures job and component compliance with U.S. Postal regulations and requirements  
    • Ensures component compliance with Production Vendor capabilities
    • Investigates feasibility of non-standard production options with production vendors (Custom only)
  • Monitors and manages job production schedule
    • Monitors status of each job’s component(s) to ensure approval (sign-off ) and delivery to Production Vendor for on-time “in-home” delivery
    • Proposes solutions to compensate for delays
    • Communicates delays or changes in drop date to Account Management and/or client, as appropriate
  • Fields day-to-day job questions, and manages changes and issue resolution
    • Responds to questions about jobs from all sources, including Account Management, client, DMEa production departments, production vendor
    • Takes timely action to execute requested changes
    • Takes timely action to investigate and resolve job issues
  • Manages job creative and associated assets
    • Submits complete creative mock-up and instructions to Creative Services
    • Reviews creative for correct content, grammar, requested changes, and number and format of versions
    • Completes final QC and approval (sign off) using proofing checklists or other documentation
    • Reviews Program Enhancement Requests (PER) changes to confirm correct implementation (Program only)
    • Creates, uploads, and/or manages assets including vehicle images, dealer or special logos, coupons, etc. (Program only)
    • Performs proofing and quality control checks on all components
    • Effectively uses proofing checklists and other documentation in proofing process
  • Responsible for ordering and/or reviewing and validating the accuracy of job data file
    • Reviews format of client supplied data (Custom only)
    • Orders data for job, or creates data file from List Manager
    • Requests and audits accuracy of data clean up processes including, merging data files, removing duplicates, suppressing records, and batching
    • Reviews accuracy of data file using audits to validate quantity, radius, zip codes
  • Updates multiple systems supporting job production
    • Enters and updates job information into Business Management System (BMS)
    • Enters job related Purchase Order Requisitions (as needed)
    • Enters and/or resolve case(s) to support job production and issue resolution
    • Completes job-related tasks in Red Rocket Technology Platform(s) and/or client portal
    • Resolves Salesforce.com cases within service level agreement (SLA)
  • Completes miscellaneous activities including
    • Creates and maintains standard operating procedure documentation for specific jobs, programs or accounts supported
    • Supports testing of new systems, platforms, products or programs
    • Leads and/or participates in team cross-training

 

Other duties may be assigned.

Qualifications

Education: 

Bachelors’ degree or equivalent work experience.

 

 

Experience: 

Three to five years of work experience in a customer-service related field; experience in automotive industry helpful.

 

 

Competencies: 

To perform the job successfully, an individual should demonstrate the following knowledge, skills or behaviors:

 

Knowledge:

  • Postage rates and Postal regulations
  • Data and data files for marketing campaigns
  • Graphic design terminology (mock-up, proof)

 

Skills:

  • Excellent skills in customer service
  • Above average skills in Microsoft Office Software ((Excel (2010), Outlook (2007), Word (2010) and Windows( 7));
  • Above average skills in navigating Internet, and demonstrated ability to work in web-based environments

 

Demonstrated Ability to:

  • Effectively communicate ideas verbally and in writing.
  • Positively communicate with AutoPoint internal and external customers.
  • Follow through on commitments
  • Work effectively in a fast-paced organization.
  • Multi-task, prioritize, coordinate projects and meet simultaneous deadlines
  • Pay attention to detail
  • Effectively work as a team player and demonstrate respect for colleagues at all times
  • Effectively learn and apply new skills
  • Learn new processes by following written documentation
  • Identify and elevate potential issues / problems
  • Complete standalone projects/tasks with limited supervision
  • Successfully move into problem solving mode whenever challenges or concerns arise.
  • Participate in brainstorming / idea generation
  • Identify gaps and inconsistencies in information

Proactively follow up to resolve issues or gather information

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