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Full Job Description
The Company:
ColorArt LLC http://ColorArt.com/ is seeking a Client Onboarding Team Member to engage new and existing client onboards from inception to Go Live representing production in all affected plant locations.
ColorArt LLC http://ColorArt.com/ is seeking a Client Onboarding Team Member to engage new and existing client onboards from inception to Go Live representing production in all affected plant locations.
ColorArt is a privately held National Print, Marketing, and Logistics Service Provider
Reports to: Director Client Onboarding & Sales Operations
Works directly with: Client team, Marketing Hub team, IT team, Sales team, Plant production,
Customer service and Compliance, Legal, Estimating.
Overview:
Drives sales revenue from successful new accounts and existing account program on boarding. Lead onboarding process and engage peripherals team with the primary focus on ensuring the success of our division.
Work with IT Business Automation team to streamline processes and team effectiveness.
Grow and enhance a successful onboarding experience for Colorart locations and offerings, print, digital and promotional.
The success of this position will be measured on achievement of our annual sales revenue and EBITA objectives.
Position Responsibilities:
Lead client-facing activities related to onboarding programs to the Print Division.
With Sales, HUB and IT onboarding teams responsible for client communication after RFP to fine tune and scope client business strategies, goals and vision with intent to develop account strategies.
Communicate clearly with plant production to formulate production plan to confirm SOW is scoped for success
Use knowledge of Commercial print, program clients and teams to anticipate customers’ needs and expectations and be able to effectively offer Colorart’s scope of services as identified to create a professional, mutually beneficial partnership.
Work to quickly identify and understand the customer needs to assess potential issues, resolve/escalate them appropriately to ensure successful onboarding experience. Execute value –added opportunities as identified.
Serve as project manager including working with the client and internal resources to:
- Determine scope, schedule, budgets and deliverables; manage project timelines;
- Review project scope and make recommendations on alternative solutions to achieve a
balance of product quality, timeline and cost based on client need.
- Ensure all processes and procedures are completed and quality standards are met.
Learn and keep abreast of products, production methods and services offered by the company and the needs of actual and potential customers in the market.
Supervise a minimum of 2 daily support coordinators for the storefront and program work
2. Provide regular two-way communication between the client and internal teams ensuring strong team representation and clear communication of client expectations.
Create timeline/progress charts to graph onboarding progress.
Complete checklists for priorities working with client and all in house teams to manage project timeline.
Set and/or attend all necessary meeting gaining scope of project and adding phase implementation tasks as needed.
Provide daily/weekly progress reports to client and teams as required by scope.
3. Team interaction to include Client team, IT team, Sales team, Plant production, Customer Service and Compliance.
Working closely with MarketHub and storefront support teams to spec projects and ensure they are on track to Go Live.
During onboard process involve CSR team at the plant level for input and a general overview of the project.
Manage/create the initial testing and onboard documentation to handoff to the support and CSR team and monitor first month of full production with team.
4. Prepare project Statement of Work providing guidance at hand off to Legal (if contract), Customer, Customer service and plant production.
Collaborate with impacted departments to ensure smooth hand-offs before and after onboarding
Work with Front End management to assign project to customer facing team.
Execute client programs, documenting information through business reports and tracking.
Update initial SOW to include scope of project, anticipated production impact by month and budget, all client specific production and billing requirements. Clear information on client team players. Ensure statement of work (SOW) and ColorArt best practices (ie: flow charts, work instructions, metrics, etc.) are created, understood and maintained for each client/program on boarded
Proactively work with production teams to identify ways to reduce production lead times, increase productivity and sustain results.
Adhere to all company policies, procedures and business ethics codes and ensure they are communicated and implemented within the team.
Participate in and contribute to the development of educational programs offered to client, prospects and company employees.
Introduce client to CSR and support team – This will happen during testing phase to get the CSR in the mix prior to hand off.
Send onboarding survey to customer for feedback on experience.
5. Transition to Customer Service Teams (upon completion program set up and testing)
A meeting will be prior to transition to review all documentation and answer any question from the CSR Team.
First month of production will be run by CSR team in tandem with onboard project manager to ensure all questions are answered and documentation provided is clear.
A folder will be created on the server housing all client documentation
SOW
Contract
Bill and hold if required
Contact information
Billing requirements
Shipping requirements
Client Login credentials as needed
6. After Hand off CSR team will take on responsibility for:
Client communications, conflict resolution and compliance of client revenue and deliverables.
Manage all client production in plant Job ticket creation to final pre-invoice
Resolve client issues in the most timely and economical manner for the company
Escalate any problems and/or necessary information in regards to client/order risk factors and general business status to ensure client quality standards and expectations are met.
Holds factory partners, along with Sourcing Managers, accountable for all committed dates and deadlines.
Responsible for End to End Deliverables documents from Artwork to Production
Learn and keep abreast of products, production methods and services offered by the company and the needs of actual and potential customers in the market.
Learn and keep abreast of billing to ensure extra charges for alterations, additional quantity, special shipping needs, etc. are on the completed job ticket for billing.
Participate in Client Business Reviews and meetings as required in the first year.
On-board new business for client – as needed.
7. Onboarding –Transactional & New Customers from non-print Reps
Guide Sales Rep with onboarding process.
Follow same process as onboarding without the complexity of a program or contract customer.
Ensure sales rep is teamed up with the right customer service rep based on level of experience.
8. Program-
Promote the Colorart Sales mission of platform selling (cross-selling across all business groups)
Provide and support the model for program accounts that ensures we have reps maximum time spent out in the field in front of customers.
Assist in updating program service requirements by developing and maintaining contact with key customers; visiting operational environments; working with marketing on conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Provides feedback to the company regarding service failures or customer concerns. Provides feedback to Operations/Sales team to ensure all customers have accurate and timely information on order status and/or changes.
Must be team oriented – a team player, willing to work for the good of the total team.
ColorArt offers a competitive salary and commission plan. Comprehensive benefits package including but not limited to medical, dental, vision, life insurance, short & long-term disability, 401k, PTO, and Company-paid holidays.
ColorArt is an Equal Opportunity Employer Gender/Minority/Veterans/Disabled
