POSITION Job Summary:

The Publishing Account Executive provides direct support to the sales representatives and publishing customers by acting as project manager for yearbook projects in the publishing facility. The AE monitors yearbook projects throughout the production and manufacturing processes and ensures that they are guided to completion and that customers' requirements are met.

The AE serves as the primary point of contact for reps and customers looking to obtain information from the publishing facility. The focus is to provide end-to-end customer and account service management, processing requests and handling issues from the customer and internal departments.

KEY RESPONSIBILITIES:

·       Provide a consistent, reliable, direct line of communication to customers and to sales reps

·       Monitor yearbook projects to keep production moving forward and guided to completion on time

·       Serve as liaison and a point of contact between manufacturing and sales teams to troubleshoot any issues to keep yearbook projects moving forward

·       Be aware of, communicate and resolve any problems that slow or stop production

·       Monitors customer specifications and submits spec change requests from customers or sales reps

·       Assist customers and reps with service requests in Studio Balfour or on their yearbook pages in Encore

·       Set up online stores and assist with managing yearbook and ad sales

·       Answer calls at the Encore help desk (ACD line)

·       Report technical problems and escalate tech support tickets

·       Call customers, sales reps, shipping, manufacturing, for follow up on escalations and special requests 

·       Redacts and replies to emails to internal and external customer recipients in English 

·       Work with the purchasing department to verify special order materials

EDUCATION/EXPERIENCE:

·       High School Diploma (College Degree a plus)

·       Experience in similar position required (customer service/order entry)

·       Customer service/account management background (required) 

·       Bilingual (Spanish/English written, reading and verbal)

·       Excellent phone skills required 

·       Proficiency with Microsoft products (Word, Outlook, Excel, PPT) 

·       Manufacturing production software (a plus)

·       Highly organized

·       Detail-oriented

·       Problem-solving skills

·       Excellent communication and interpersonal skills

TRAINING/EQUIPMENT:  

·       Company software training required:

·       BAAN / PTAS / Studio Balfour / Encore /