Account Program Specialist

Appeal Account Team Liaison

This position will have responsibility for a wide range of tasks within the Appeal Account Team related to project coordination. The functional areas of this team are tracking order details and tasks from each conference call, creating quotes, order processing, customer support, address quality and list processes. This position will work as the liaison between the Diocese's, parishes, and OSV Personnel to ensure each collection and/or order flows through our facility smoothly and all deadlines are consistently met. The incumbent reviews daily work requirements, completes assigned tasks on schedule, and meets established internal metrics.

Essential Job Functions (*=Non-essential tasks):

• Collaborate closely with Appeal Account Team members to ensure effective coordination of all tasks.
• Take ownership of assigned work to meet customer deadlines and verify that orders are processed within defined metrics to maintain strong customer satisfaction and retention.
• Build and maintain productive working relationships with Graphic Design, Sales, Transportation, Production, other departments, and leadership team members.
• Organize and manage the order workflow.
• Track action items and changes resulting from customer or internal calls.
• Ensure timely and complete communication with internal and external customers, including appropriate follow-up.
• Compose professional emails as needed.
• Make and receive friendly, professional customer calls.
• Enter, write up, and process all order types in the designated order-processing system.
• Prepare customer quotes and timelines.
• Work with customer files, including uploading content.
• Set up and edit images using InDesign.
• Maintain a high level of quality and first-time accuracy by thoroughly verifying all orders.
• Identify opportunities to streamline and improve processes.
• Enter customer notes and cases in the CRM system.
• Maintain strict confidentiality regarding pricing information.
• Participate in customer conference calls as needed.
• Perform other duties as assigned.

Requirements:

Experience:

• One year of customer service experience is required
• One year of data entry experience is required
• Proficient with Word, Excel, and Outlook

Education:

• High School Diploma or equivalent is required

Skills and Abilities:

• Demonstrates excellent verbal and written communication skills
• Accurately enters orders with strong attention to detail
• Highly organized and detail-oriented
• Effective and collaborative team player
• Self-starter with strong initiative
• Able to sit and work at a computer for extended periods
• Comfortable performing repetitive data-entry tasks as required

Working Environment:

• Incumbent will work in an office environment
• This position requires the ability to work on-site in Huntington, IN, with occasional remote work availability.

Supervisory Responsibilities:

• No supervisory responsibilities are required for this position.