Official Specifications
Role Overview & Mandate
Executive Summary
To manage and facilitate OTG Print Customer requirements Key responsibilities & accountabilities...
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To manage and facilitate OTG Print Customer requirements
Key responsibilities & accountabilities
- Ensure Stock lines are replenished in a timely fashion following CIT procedures
- Artwork proofs are checked for accuracy before submission to the client
- Manage all bespoke Customer requirements and meet all Service Level Agreements
- Monitor stocking levels and overstocked lines
- Manage quotations and ensure best buying
- Ensure all orders are processed in a timely fashion and deadlines are met
- Review high value purchase orders
- Purchase order/Sales order progress
- Take on Customer requests for non received goods and follow escalation processes with warehouse and suppliers
- Follow month end procedures to ensure all non stocked lines are invoiced, all charges are raised, backorders are monitored for accounts that are assigned to you
- Implement new print business with Sales/on boarding new Customers as required
- Identify areas for improvement in both new and existing accounts
- Manage margins of both new and existing print business to meet the minimum requirement
- Protect margin and work with clients and business with regards to gainshare
- Ensure all standards and procedures are met
- Challenge margins with the Sales Team as necessary or escalate if needed
- Have the ability to manage and prioritise own workload to meet existing schedules and tight deadlines
- Implement the new Print Software
- Manage distribution and campaign requirements/projects as necessary
- Review old and new products for opportunity to re-engineer and suggest ways of reducing cost of goods
- Manage web2print product and client requirements through Studio and Epoch solution
Key competencies
Agility – Ability to demonstrate quick decision making. Responsive to customer needs and is focused on delivery. Willing and able to adapt and flex approach to changing business and customer needs.
- Work within often very limited time constraints
- Adapt to Customer’s changing demands during print process
- Be proactive when facing operational challenges
Partnership – Collaborates across the company and fosters long term relationships internally and externally. Communicates effectively, managing all stakeholders. Promotes effective team working which supports knowledge sharing and a positive and respectful working environment.
- Develop a positive working relationship with all OTG Print Team Members
- Collaborates with fellow ASE’s
- Works closely with OTG Customer Services and OTG Sales
Innovation – Proactively seeks ways to improve products, services and processes. Demonstrates a creative approach to solving problems and generating innovative solutions, which may include simplification, automation and digitisation.
- Will ensure Customer’s Print requirements are produced by the most effective solution available
Integrity – Takes accountability and owns issues. Finds solutions to challenges and is trusted to delivery consistent high quality outputs.
- Can own the process from initial enquiry to delivery whilst maintaining consistent communication with both internal and external Customers throughout.
Qualifications or equivalent experience
- Previous Print Customer Service Centre experience
- Knowledge of Print Processes
- Experience in all aspects of a Print Order from taking an enquiry to delivery and Customer Service experience for all parts of the process
Skills & Knowledge
- Attention to detail and be totally service oriented and understand the “customer experience”
- Ability to identify key areas for improvement and implement strategic plans
- Effective communication and motivational skills
- Confident telephone manner
- Strong excel skills
Department: Print
Job Type: Full Time
Job Location: Ashton-under-Lyne
Salary: Dependent on experience
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