Customer Operations Partner

We seek a detail-oriented and customer-focused individual to join our team as a Customer Operations Partner. In this role, you will play a key part in onboarding and supporting our customers to ensure they maximize the benefits of our services. Your primary responsibilities will include fostering strong customer relationships, managing direct mail campaigns, and coordinating project workflows across internal teams.

This role will be working from home permanently and during U.S. business hours.

Key Responsibilities

• Onboard new customers and contacts, providing comprehensive training on tools, processes, and product features.
• Communicate clearly and promptly with customers regarding project statuses, timelines, and general inquiries.
• Develop and maintain strong customer cooperative relationships to enhance satisfaction and retention rates.
• Lead customer direct mail campaigns from initiation to completion, liaising with internal teams (e.g., graphic design, production) to ensure project setup and execution align with customer expectations.
• Process project approvals swiftly to advance projects into print production, overseeing accuracy and timeliness.
• Collaborate with customer success and finance teams to facilitate contract renewals and invoicing for postage and related items.
• Utilize analytical skills to adapt customer-provided materials to our proprietary segmentation software.
• Translate customer requirements and directives to internal teams, ensuring clear communication and successful project outcomes.
• Review design proofs with internal teams before delivering to customers, ensuring quality and adherence to specifications.
• Monitor and facilitate smooth print production processes for individual customer projects, ensuring deadlines are met.

Requirements

• 2+ years of experience using Microsoft and/or Google Suite.
• 1+ years of customer service experience, preferably in a customer-facing role.
• Proficiency in SQL and familiarity with Mac operating systems preferred.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong listening skills with an ability to understand customer needs.
• Exceptional time management skills with the ability to prioritize and multitask effectively.
• Analytical thinker with problem-solving abilities.
• Proactive in identifying and escalating issues appropriately.
• High attention to detail and accuracy.
• High school diploma or equivalent; additional education or training is a plus.
• This role offers an exciting opportunity to contribute to a dynamic team focused on delivering exceptional customer experiences. If you thrive in a fast-paced environment and enjoy working collaboratively to solve challenges, we encourage you to apply.