Job Description:
Reports to Customer Service Shift Manager. Primary responsibility is to partner with clients and to effectively manage complex projects. Often times is able to service multiple clients at any given time.

ESSENTIAL JOB FUNCTIONS

- Independently interacts both in person and over the phone with clients (attorneys; senior executives; investment bankers)
- Independently manages client financial document projects
- Point of contact for multiple client projects
- Works with internal departments (sales, composition, printing, and distribution) on the document preparation
- Prepares SEC filings (both paper and EDGAR)
- Ensures project deliverables for the client are accurate and timely
- Utilizes the JCS system to track and monitor progress on project deliverables
- Maintains and updates the JCS system to ensure billing information is kept up to date
- Ensures proper documentation for job tracking and billing
- Responsible for retaining and developing effective and positive relationships while working with multiple clients
- Cultivates and Manages high profile and complex client relationships to the betterment of Toppan Merrill
- Actively mentors and develops more junior team members while conveying a positive environment
- Participates in the identification and implementation future business solutions
- Actively participates in client meetings and presentations
- Ultimately accountable for the client experience including dealing with service recovery issues
- Manages costs and ensures profitability throughout the job production process
- Consults and advises clients on the workflow or job production process
- Effectively diffuses complex client situations
- Effectively promotes Toppan Merrill as a whole in the execution of the project
- Effectively anticipates and resolves client needs
- This job description doesn't imply an employment contract, nor is it intended to include every duty, task, or instruction for which an employee is responsible. Other tasks may be assigned based on business needs and department supervisor request.

KNOWLEDGE SKILLS AND ABILITIES

- Is a role model in customer service excellence
- Ability to effectively manage and negotiate client expectations
- Delegates and effectively utilizes support resources
- Demonstrated problem solving and decision making skills
- Pro-Active planner and forward thinker
- Excellent presentation and formal communication skills
- Ability to successfully manage client relationships
- Indirectly influences and provides work direction to others
- Ability to achieve results by pulling together appropriate internal departments and external vendors
- Demonstrated Service Orientation with a desire to exceed customer expectations
- Excellent Interpersonal and communication skills
- PC Familiarity with Windows, Word, Excel, E-Mail, and Internet
- Demonstrated PC proficiency
- Adaptable and flexible to changing work environment (including shift/location)
- Ability to work within a team environment
- Ability to multi task in a time sensitive and deadline driven work environment

EDUCATION AND EXPERIENCE
- BA/BS in Business preferred
- High School or Equivalent combination of education and experience required
- Minimum of 5 years previous financial printing experience; with 3 - 5 years previous experience in a client service environment
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Merrill is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.