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Customer & Donor Services Coordinator

3 months ago

Milford, United States ALANIZ LLC Full time

Innovairre Communications – WE HELP PEOPLE WHO HELP PEOPLE

We make great things happen for some of the world’s most vibrant organizations. We are the worldwide leader in non-profit fundraising. The company serves more than 500 marketing agencies, non-profit organizations, and commercial clients, with 4000+ employees working across five different continents and 28 countries around the world. Our direct marketing services deliver results utilizing our in-house production, design capabilities, data and digital expertise, and fully integrated approach producing timely and cost-efficient direct mail packages for our worldwide clients.

Customer & Donor Services Coordinator

Full time - 1st Shift

Job Summary

You will be responsible for acting as the liaison between company and client(s). Client/donor interaction via telephone, mail, and email correspondence, as well as periodic on-site visits to the facility.

You will plan, direct, and coordinate all Client Services activities for assigned clients. Activities include daily reports, file imports/exports, art approval process, adherence to client specific business rules, SOC audit controls and contracted services.

You will maintain effective relationships with clients and is responsible for overall relationship; business rule changes, add on services, issues resolution, postal requirements, quality of work, client specific work assignments and requests.

Day to Day Responsibilities

  • Manages Client relationship through Business Rules documentation and internal procedures; including reporting, donor updates, art approvals, PO box renewals/BRM permits and funding.
  • Performs daily balancing, file imports/exports, archive, daily deposit report and other report distribution within client expected daily deadlines and service level agreements.
  • Enters data to add memo entries and/or clarify donor intentions.
  • Generates administrative letters for items being returned to donors.
  • Performs Quality Control for items from donors.
  • Communicates and corresponds with Client and their donors.
  • Reviews and prepares return packages to client.
  • Handles premium requests, special orders, premium returns, etc.
  • Performs file QC’s, reviews comment, and ensure donor intentions are properly recorded.
  • Assists other Donor Service Representatives with workload when necessary to ensure daily tasks and deadlines are met consistently.
  • Performs additional responsibilities as required to ensure the team's success.
Essential Functions and Responsibilities
  • Demonstrates strong communication and customer service skills and maintains understanding of business relationship.
    • Responsible for identifying and coordinating client needs including workflow, business rules, standards, and deliverables.
    • Ensures that all essential client specific processing requests are documented and audited.
    • Works with clients and Department managers to resolve problems at the earliest opportunity.
  • Utilizes computer-based tracking system to track hours worked and tasks performed for billing.
  • Manages changes to business rules, approve/resolve art issues, maintains Postal relationship including renewal of PO Box and BRM account.
  • Communicates with Management, internal Account Managers, and clients to assure efficient operations through art approval process.
  • Monitors backlog/service level agreements for assigned clients and the flow of work through the systems. Review the progress and completion of work within established service level agreements.
  • Performs special handling as required by Client.
Qualifications
  • Must be proficient in the act of making, naming, and organizing files and folders in Microsoft.
  • Ability to read and interpret documents such as client instructions, standard operating procedures, and procedure manuals.
  • Able to communicate clearly through verbal communication or write routine reports and correspondence that are grammatically logical and correct. Ability to speak effectively before groups of customers or employees of organization.
  • Proficiency in all MS applications (particularly Word and Excel).
  • Ability to present solutions, manage projects, and perform basic financial reconciliations.
  • Strong organizational skills.


Innovairre is an equal opportunity employer.

Innovairre recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex (including pregnancy and gender identity), sexual orientation, transgender status, disability, age, family or marital status, genetic information, military or veteran status, and other protected status as required by applicable law.

At Innovairre, we have a clear vision: to foster and maintain a supportive and cooperative workplace that celebrates uniqueness and advances equity. We pride ourselves on helping people help people, and we know our company runs on the hard work and dedication of our passionate and creative employees. Diversity, Equity and Inclusion is more than a commitment at Innovairre—it is in everything that we do.