CUSTOMER EXPERIENCE ADVISOR--PRINT & MAIL

Suttle-Straus is looking for a Customer Experience Advisor who is a direct mail print production expert and strategic thinker with the ability to identify opportunities for innovation and process improvement to join our award-winning team. The ideal candidate is a data-savvy team member who drives growth, deepens relationships, and communicates our dedication to direct mail and multi-channel marketing. We offer a collaborative work environment, great benefits and fantastic co-workers.

Suttle-Straus is a premier provider of printing, wide format, digital imaging, mailing, custom kitting, warehousing, and distribution services. Our success is founded on three core principles: A clear focus on meeting and exceeding customer expectations; a long history of implementing new technologies to increase quality and efficiency; and the importance of supporting an outstanding workforce. We offer a competitive benefits package with immediate eligibility for health, dental, vision and life insurance, and eligibility after 30 days for a company matched 401(k) plan. Paid time off accrues monthly from date of hire. Check out our Facebook page to learn more about us!

Job Summary:

The primary function of the Customer Experience Advisor (CX-A) is to serve as the liaison between the client, sales representative, and internal manufacturing and operations personnel. This role interprets client requirements, analyzes alternatives, and converts client needs into clear specifications used by internal teams to produce the requested product or service. The CX-A manages campaigns from creative development through billing for complex, multi-phase projects. This role represents the voice of the client, and provides information related to current, past, and future services offered by Suttle-Straus.

Key Results Areas (KRAs):

1. Positive Customer Experience

• Respond to customers promptly and professionally, using clear and concise communication
• Capture, document, and maintain client-specific standards
• Communicate and manage expectations of project milestones
• Resolve issues in the best interest of both customers and Suttle-Straus
• Evaluate customer requests and provide guidance to strengthen partnerships
• Manage client relationships, coordinate internal teams, review production proofs, attend press checks, handle escalations, and ensure compliance with quality standards

2. Campaign Management

• Oversee campaigns from creative development through invoicing, ensuring milestones are met and specifications are clarified
• Process customer orders according to standard procedures
• Provide complete, accurate, and timely information to all departments
• Demonstrate strong follow up skills while responding to multiple open issues
• Adapt to shifting priorities independently
• Escalate unresolved customer issues to manager for further investigation and resolution
• Apply B2B marketing principles and manage multi-channel campaigns across digital, print, trade shows, social media, and email marketing, including segmentation and creative development
• Complete pre-billing activities, resolve job cost issues, and address or escalate aged open orders
• Troubleshoot and analyze process to determine root cause of rework/work stoppage, identify and generate solutions, and decide best next steps

3. Accurate Mailing/Variable Management

• Understand postal regulations and review Postal Paperwork for accuracy
• Apply knowledge of USPS bulk mailing regulations, mail piece design, postage, postal promotions, omni-channel campaigns, and compliance
• Demonstrate analytical and strategic thinking, with the ability to research, interpret data, and resolve complex queries using multiple systems
• Adhere to data integrity standards
• Communicate accurate postal specifications
• Execute processes for Informed Delivery^® and connected mail
• Advise and guide customers through the mailing process
• Clearly define programming of variable for complex data

4. Accurate Inventory Management

• Build inventory items accurately and monitor inventory levels
• Initiate replenishment activities and advise customers on inventory management strategies
• Manage inactive inventory items and provide inventory reporting for clients
• Set up and manage Bill of Materials

5. Accurate Brand Portal Management

• Build, test, enable, and maintain products available on Brand Portal
• Participate in end-user acceptance testing for Brand Portal releases and enhancements
• Manage reports and educate customers on available reports
• Advise clients on pricing and storage practices

• Bachelor’s degree in marketing, communications, or a related field preferred
• 5+ years of experience in direct mail production, print marketing, or project management
• USPS Mailpiece Design Professional certification preferred
• Demonstrated analytical and strategic thinking skills, with the ability to research, interpret data, and creatively resolve complex queries using multiple systems
• Exceptional attention to detail, with proven accuracy in auditing complex production outputs
• Highly adaptable and able to manage shifting priorities independently, demonstrating personal accountability
• Exceptional relationship-building and communication skills
• Ability to foster trust and collaboration
• Skilled in negotiating mutually beneficial outcomes and resolving conflicts effectively
• Proven ability to lead projects, mentor others, and share expertise to support collective success
• Maintains data integrity and communicates complex information and specifications accurately
• Excellent interpersonal and communication skills, with the ability to convey complex ideas to diverse audiences
• Strong computer skills
• Resourcefulness