Client Servicing Associate

• Account managing the successful completion of orders for all wire, and e-mail distributions.
• Providing clients with an excellent service that exceeds their expectations and is in line with PRNE service standards.
• Generating additional revenue via add on sales (Up-selling)
• To provide the skills to handle the processing of tasks generated by PRNs Disclose Editorial systems.( French and Nordic).
• Adhering to all departmental Standard Operating Procedures at all times

Key Result Areas:

• Order processing and distribution
• Accuracy
• Quality and administration
• Internal and external client liaison
• Increased order values via Up-selling
• Active and committed team member

Order Processing:

• Take and interpret client instructions, recognise client needs and propose solutions
• Ensure accuracy, attribution and acceptability of clients copy
• Ensure content accuracy of clients copy
• Monitor progression of order at all stages liaising with internal departments, the client and outside suppliers as necessary
• Ensure completed orders are checked and passed through promptly to invoicing
• Assume responsibility for co-ordination and completion of all orders
• Re-prioritise workload regularly and delegate orders throughout teams to ensure all deadlines are met
• Ensure all quality procedures are adhered to

Client Relations

• Promote a client-focused culture at all times
• Instigate initiatives and processes to build, develop and maintain excellent business relationships
• Understand clients needs and objectives
• Act as initial contact and take responsibility for all client queries and complaints. Follow standard escalation procedures at all times
• Maintain an excellent knowledge of all products and services.
• Provide consultative service - advise clients on available and appropriate circuits
• Provide advice to maximise potential pick-up of press release copy
• Maintain and develop relations with internal clients to achieve excellent service delivery

Quality and Administration:

• Ensure all jobs are assigned, distributed and fulfilled correctly
• Ensure all jobs and related correspondence/activities are accurately logged inPivotal (Order management system)
• Focus on quality standards and timelines to achieve team targets and objectives, and to maintain high visibility for the team within the company

Sales

• Identify and highlight add-on sales opportunities (Up-selling)
• Actively participate in sales initiatives

Team Building:

• Motivate and encourage fellow team members in all aspects of client services
• In the absence of line management ensure effective team communication delivers seamless service
• Ensure attendance at Team meeting, internal product launches and inter-departmental meetings
• Assist with new starters induction and training programmes
• Assist in training new members of other departments to ensure adequate knowledge of Client Services

Main areas of responsibilities:

• Order processing
• Adhere to departmental operating procedures
• Build client relationships
• Client retention
• Increase revenue per order and per client
• Ensure excellence in service delivery