TDS®
Overview
Suttle-Straus is looking for a Customer Experience Advisor who is a direct mail print production expert and strategic thinker with the ability to identify opportunities for innovation and process improvement to join our award-winning team. The ideal candidate is a data-savvy team member who drives growth, deepens relationships, and communicates our dedication to direct mail and multi-channel marketing. We offer a collaborative work environment, great benefits and fantastic co-workers. Suttle-Straus is a premier provider of printing, wide format, digital imaging, mailing, custom kitting, warehousing, and distribution services. Our success is founded on three core principles: a clear focus on meeting and exceeding customer expectations; a long history of implementing new technologies to increase quality and efficiency; and the importance of supporting an outstanding workforce. We offer a competitive benefits package with immediate eligibility for health, dental, vision and life insurance, and eligibility after 30 days for a company matched 401(k) plan. Paid time off accrues monthly from date of hire. Responsibilities
The primary function of the Customer Experience Advisor (CX-A) is to serve as the liaison between the client, sales representative, and internal manufacturing and operations personnel. This role interprets client requirements, analyzes alternatives, and converts client needs into clear specifications used by internal teams to produce the requested product or service. The CX-A manages campaigns from creative development through billing for complex, multi-phase projects. This role represents the voice of the client, and provides information related to current, past, and future services offered by Suttle-Straus. Positive Customer Experience: respond to customers promptly and professionally, document and maintain client-specific standards, manage expectations of project milestones, resolve issues in the best interest of both customers and Suttle-Straus, evaluate customer requests and provide guidance to strengthen partnerships. Campaign Management: oversee campaigns from creative development through invoicing, ensure milestones are met and specifications are clarified, process customer orders according to standard procedures, provide complete, accurate, and timely information to all departments, demonstrate strong follow-up skills, and adapt to shifting priorities independently. Escalation and issue resolution: escalate unresolved customer issues to management for investigation and resolution. Apply B2B marketing principles and manage multi-channel campaigns across digital, print, trade shows, social media, and email marketing, including segmentation and creative development. Billing and inventory: complete pre-billing activities, resolve job cost issues, address or escalate aged open orders, troubleshoot processes to determine root causes of rework or stoppages, and generate solutions. Mailing and postal compliance: understand postal regulations, review postal paperwork for accuracy, apply USPS bulk mailing regulations, mail piece design, postage, postal promotions, omni-channel campaigns, and compliance; execute processes for Informed Delivery and connected mail; advise and guide customers through the mailing process; define programming of variable data for complex data. Inventory management: build inventory items accurately, monitor levels, initiate replenishment, advise customers on inventory strategies, manage inactive items, and provide inventory reporting for clients; set up and manage Bills of Materials. Brand Portal management: build, test, enable, and maintain products on Brand Portal; participate in end-user acceptance testing for Brand Portal releases and enhancements; manage reports and educate customers on available reports; advise clients on pricing and storage practices. Qualifications
Bachelor’s degree in marketing, communications, or a related field preferred 5+ years of experience in direct mail production, print marketing, or project management USPS Mailpiece Design Professional certification preferred Demonstrated analytical and strategic thinking skills, with the ability to research, interpret data, and creatively resolve complex queries using multiple systems Exceptional attention to detail, with proven accuracy in auditing complex production outputs Highly adaptable and able to manage shifting priorities independently, demonstrating personal accountability Exceptional relationship-building and communication skills; ability to foster trust and collaboration Skilled in negotiating mutually beneficial outcomes and resolving conflicts effectively Proven ability to lead projects, mentor others, and share expertise to support collective success Maintains data integrity and communicates complex information and specifications accurately Excellent interpersonal and communication skills, with the ability to convey complex ideas to diverse audiences Strong computer skills and resourcefulness
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Suttle-Straus is looking for a Customer Experience Advisor who is a direct mail print production expert and strategic thinker with the ability to identify opportunities for innovation and process improvement to join our award-winning team. The ideal candidate is a data-savvy team member who drives growth, deepens relationships, and communicates our dedication to direct mail and multi-channel marketing. We offer a collaborative work environment, great benefits and fantastic co-workers. Suttle-Straus is a premier provider of printing, wide format, digital imaging, mailing, custom kitting, warehousing, and distribution services. Our success is founded on three core principles: a clear focus on meeting and exceeding customer expectations; a long history of implementing new technologies to increase quality and efficiency; and the importance of supporting an outstanding workforce. We offer a competitive benefits package with immediate eligibility for health, dental, vision and life insurance, and eligibility after 30 days for a company matched 401(k) plan. Paid time off accrues monthly from date of hire. Responsibilities
The primary function of the Customer Experience Advisor (CX-A) is to serve as the liaison between the client, sales representative, and internal manufacturing and operations personnel. This role interprets client requirements, analyzes alternatives, and converts client needs into clear specifications used by internal teams to produce the requested product or service. The CX-A manages campaigns from creative development through billing for complex, multi-phase projects. This role represents the voice of the client, and provides information related to current, past, and future services offered by Suttle-Straus. Positive Customer Experience: respond to customers promptly and professionally, document and maintain client-specific standards, manage expectations of project milestones, resolve issues in the best interest of both customers and Suttle-Straus, evaluate customer requests and provide guidance to strengthen partnerships. Campaign Management: oversee campaigns from creative development through invoicing, ensure milestones are met and specifications are clarified, process customer orders according to standard procedures, provide complete, accurate, and timely information to all departments, demonstrate strong follow-up skills, and adapt to shifting priorities independently. Escalation and issue resolution: escalate unresolved customer issues to management for investigation and resolution. Apply B2B marketing principles and manage multi-channel campaigns across digital, print, trade shows, social media, and email marketing, including segmentation and creative development. Billing and inventory: complete pre-billing activities, resolve job cost issues, address or escalate aged open orders, troubleshoot processes to determine root causes of rework or stoppages, and generate solutions. Mailing and postal compliance: understand postal regulations, review postal paperwork for accuracy, apply USPS bulk mailing regulations, mail piece design, postage, postal promotions, omni-channel campaigns, and compliance; execute processes for Informed Delivery and connected mail; advise and guide customers through the mailing process; define programming of variable data for complex data. Inventory management: build inventory items accurately, monitor levels, initiate replenishment, advise customers on inventory strategies, manage inactive items, and provide inventory reporting for clients; set up and manage Bills of Materials. Brand Portal management: build, test, enable, and maintain products on Brand Portal; participate in end-user acceptance testing for Brand Portal releases and enhancements; manage reports and educate customers on available reports; advise clients on pricing and storage practices. Qualifications
Bachelor’s degree in marketing, communications, or a related field preferred 5+ years of experience in direct mail production, print marketing, or project management USPS Mailpiece Design Professional certification preferred Demonstrated analytical and strategic thinking skills, with the ability to research, interpret data, and creatively resolve complex queries using multiple systems Exceptional attention to detail, with proven accuracy in auditing complex production outputs Highly adaptable and able to manage shifting priorities independently, demonstrating personal accountability Exceptional relationship-building and communication skills; ability to foster trust and collaboration Skilled in negotiating mutually beneficial outcomes and resolving conflicts effectively Proven ability to lead projects, mentor others, and share expertise to support collective success Maintains data integrity and communicates complex information and specifications accurately Excellent interpersonal and communication skills, with the ability to convey complex ideas to diverse audiences Strong computer skills and resourcefulness
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