Job Description

DMM is a second generation privately-held Document Solutions and Direct Mail Company. As a data-driven technology service provider with deep-rooted expertise deploying business-critical communications, DMM specializes in transactional print and electronic delivery across multiple industries. Our advanced document processing and multi-channel delivery capabilities enable companies to create highly targeted communications that both engage clients and drive revenue.

Direct Mail of Maine, Inc. (DMM), a document solutions & direct mail provider, is seeking a dynamic, professional individual to join our account services team!  The Direct Mail Account Manager position will be responsible for managing a portfolio of accounts and campaigns.

This is an excellent opportunity to join an industry-leading transactional print and mail company with national clients and two US locations. DMM is proud to have over 37 years of history in the industry, forming successful, strategic partnerships that last.

Experience in customer service is desired. This position requires good interpersonal skills, proficiency in Microsoft office suite, attention to detail and the ability to multi-task.  Project management experience would be helpful; knowledge of printing and/or mailing is a plus!

_JOB PURPOSE:  _

The Direct Mail Account Manager is responsible for managing a portfolio of accounts and campaigns as assigned.  He/she manages the daily workflow and is the primary customer service contact within accounts. Responsibilities include managing the client relationship and all aspects of internal project management, coordinating project details with customers, facilitating quotes, proofing, trafficking of jobs, and billing. The Direct Mail Account Manager works closely with Senior Account Managers and Production, and provides sales support as needed.  

DUTIES / RESPONSIBILITIES

• Act as the account’s primary point of contact, builds and maintains relationships while providing superior customer service.
• Prepare quotes for estimate, sends to client once approved and follows up accordingly.
• Coordinate order details and enters jobs into DMM’s order management system. This includes attaching samples, special instructions, data processing/postal requirements, proofing, and outlines the production specs by department.
• Works closely with other internal departments and outside vendors to monitor trafficking of jobs to ensure efficient and timely processing to meet customers’ expectations.
• Coordinate job implementations with the Senior Account Team.
• Communicate with clients on job processing status, resolving job discrepancies, material shortages, postage requests, proofing and assists in checking materials for accuracy before sign off/release.
• Generate and monitor Standard Operating Procedures (SOP’s) and Client Business Rules by customer or campaign.
• Coordinate all purchase orders for outside services, stock, and other procurement items.
• Monitor inventory and postage levels.
• Manage and accurately report projections to management.
• Escalate issues directly with the appropriate Managers as needed.
• Advise internal servicing issues and troubleshoot issues directly with operations under the guidance of the CS Relationship Manager and Process/Implementation Specialist.
• Consult team members and leverage knowledge for continued growth and to improve team effectiveness.
• Generate client billing and route to accounting within 48 hours of job completion.
• Provides backup for team members as needed.
• Miscellaneous duties as assigned to help DMM achieve its corporate goals.

SKILLS / ABILITIES

• Strong oral and written communication skills. 
• Ability to multi-task.
• Research and problem-solving skills.
• Customer focused.
• Works well in an environment with firm deadlines; results oriented.
• Ability to work in a team environment.
• Proven organizational skills; detail oriented.

_ EDUCATION AND EXPERIENCE_

• High School Diploma or general education degree (GED) required.
• Two years of additional education preferred.
• Experience in customer service or project management a plus.
• Printing, mailing or graphic arts experience needed.
• Excellent computer skills with proficiency in Microsoft Office.
• Postal/direct marketing or print experience a plus.

PHYSICAL REQUIREMENTS

• Normally seated with freedom of movement on a regular basis, operating office machines and handling light materials and supplies.
• Ability to life up to 25 lbs.
• May spend extended periods operating desktop computer, requiring hand-eye coordination and finger dexterity; and communication face-to-face, on the telephone, and in writing.
• Periodic physical activity requires walking, climbing, bending, standing, pushing, pulling, lifting, and stooping.

GENERAL WORK ENVIRONMENT:

• Normal exposure to office, manufacturing, and warehouse environment.
• Occasional local travel.