ACCOUNT COORDINATOR

Position: Account Coordinator  

Reports To: Enterprise Service Manager

Hours: Monday - Friday, 8:30 am - 5:00 pm  

Compensation:  $52,000 - $65,000 (based on experience)

The Mailworks is a woman owned family business specializing in the creation and distribution of direct mail campaigns for a nation-wide customer base. The Mailworks operates 24 hours a day, usually 6 days a week. The team of 90+ employees range from executives, marketing specialists, designers, developers, and production workers.  

The Account Coordinator is a dynamic role, providing flexible support across various client accounts on a rotational basis at our Enterprise Service Level. As an Account Coordinator, your primary responsibilities will be to collaborate directly with clients alongside their Program Manager to ensure the achievement of their marketing objectives. You will help oversee day-to-day activities, including order intake and entry and assist with other account related needs. Success in this role hinges upon delivering exceptional customer service, effective communication and maintaining a strong commitment to meeting deadlines. 

Supervisory Responsibilities: None 

Work Setting: In-Person 

Experience Level: 1+ year

Duties: 

CLIENT SUPPORT

• Assist Account Management team in maintaining strong relationships with clients

• Regularly communicate with clients to provide updates on orders and technical support

• Assist in the scheduling of client campaigns, ensuring all deadlines are met

• Resolve client inquiries and issues, escalating complex concerns to account management as necessary

• Work closely with internal teams, including executives, managers, account managers, and graphic designers, to ensure client success

• Ensure timely and professional responses to client communications

• Prepare for and attend department meetings ready to discuss client health, wins, losses, issues, and opportunities

• Contribute to success monitoring, alerting account leadership if optimization is needed

• Assist in order-related communications, keeping clients informed updates or changes

ORDER PROCESSING

• Produce accurate proofs in our proprietary proof management system for client review

• Ensure timely execution of orders within designated deadlines

• Adhere to postal requirements for mail class quantity restrictions on all orders

• Coordinate template creation, updates, and revisions with prepress team

• QC design files & triggers to ensure they meet template specifications

• Review all proofs for accuracy in spelling, grammar, dates, and design

• Apply necessary upcharges on all order line items

• Utilize company provided forms for order or product related requests

• Utilize all available company provided tools and systems to ensure orders are created as efficiently and accurately as possible

• Assist in mailing list acquisition

DATA MANAGEMENT AND REPORTING

• Maintain up-to-date client records in company systems

• Generate regular reports related to campaign metrics for internal and external review

• Assist in mailing list management and list orders

• Format customer-provided mail files in Excel to meet system specifications

• Adhere to postal requirements for mail class quantity restrictions on all orders

CONTINUOUS IMPROVEMENT

• Actively seek and propose solutions to streamline work processes, enhancing efficiency and productivity within the client services team

• Dedication to developing a deep understanding of our products and services

• Participate in regular training sessions and seek feedback to continuously improve personal performance and understanding of direct mail marketing trends and tools

• Stay informed of industry trends and advancements in direct mail marketing, suggesting ways to integrate new ideas or technologies that could benefit the company and its clients

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Required Skills/Abilities: 

• Strong support skills with a team-oriented mindset

• Exceptional communication and interpersonal skills

• Ability to prioritize tasks and manage time effectively under tight deadlines

• Proactive in solving problems

• Dedicated to providing outstanding client service

• Excellent organizational skills with keen attention to detail

• Proficient in Microsoft Office Suite and familiar with Adobe Suite

• Capable of working independently and as part of a team

• Core Values Exhibitor: Forward thinking, Loyal, Accountable, Solutions Focused, Helpful and Dynamic

• Excellent organizational skills

Success Indicators

• Account Coordinator develops and maintains strong communication lines and relationships with the client

• Account Coordinator provides support to the Program Manager(s) and secures health of Client Services department 

• Account Coordinator promptly addresses client requests and inquiries while maintaining a high level of client satisfaction

• Account Coordinator completes weekly orders independently, accurately and on-time

• Account Coordinator has a thorough understanding of all internal processes and supporting systems 

• Account Coordinator possesses a comprehensive understanding of our products and solutions so as to provide valuable insight and advisory services to the client

• Account Coordinator has established effective and timely communication with internal team members to ensure seamless execution of client requirements and needs

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.