CUSTOMER EXPERIENCE ADVISOR--PRINT & MAIL

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. Check out our Facebook page to learn more about us!Job Summary: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.Key Results Areas (KRAs):1. Positive Customer ExperienceRespond to customers promptly and professionally, using clear and concise communicationCapture, document, and maintain client-specific standardsCommunicate and manage expectations of project milestonesResolve issues in the best interest of both customers and Suttle-StrausEvaluate customer requests and provide guidance to strengthen partnershipsManage client relationships, coordinate internal teams, review production proofs, attend press checks, handle escalations, and ensure compliance with quality standards 2. Campaign ManagementOversee campaigns from creative development through invoicing, ensuring milestones are met and specifications are clarifiedProcess customer orders according to standard proceduresProvide complete, accurate, and timely information to all departmentsDemonstrate strong follow up skills while responding to multiple open issuesAdapt to shifting priorities independentlyEscalate unresolved customer issues to manager for further investigation and resolutionApply B2B marketing principles and manage multi-channel campaigns across digital, print, trade shows, social media, and email marketing, including segmentation and creative developmentComplete pre-billing activities, resolve job cost issues, and address or escalate aged open ordersTroubleshoot and analyze process to determine root cause of rework/work stoppage, identify and generate solutions, and decide best next steps3. Accurate Mailing/Variable ManagementUnderstand postal regulations and review Postal Paperwork for accuracyApply knowledge of USPS bulk mailing regulations, mail piece design, postage, postal promotions, omni-channel campaigns, and complianceDemonstrate analytical and strategic thinking, with the ability to research, interpret data, and resolve complex queries using multiple systemsAdhere to data integrity standardsCommunicate accurate postal specificationsExecute processes for Informed Delivery® and connected mailAdvise and guide customers through the mailing processClearly define programming of variable for complex data4. Accurate Inventory ManagementBuild inventory items accurately and monitor inventory levelsInitiate replenishment activities and advise customers on inventory management strategiesManage inactive inventory items and provide inventory reporting for clientsSet up and manage Bill of Materials5. Accurate Brand Portal ManagementBuild, test, enable, and maintain products available on Brand PortalParticipate in end-user acceptance testing for Brand Portal releases and enhancementsManage reports and educate customers on available reportsAdvise clients on pricing and storage practicesBachelor’s degree in marketing, communications, or a related field preferred5+ years of experience in direct mail production, print marketing, or project managementUSPS Mailpiece Design Professional certification preferredDemonstrated analytical and strategic thinking skills, with the ability to research, interpret data, and creatively resolve complex queries using multiple systemsExceptional attention to detail, with proven accuracy in auditing complex production outputsHighly adaptable and able to manage shifting priorities independently, demonstrating personal accountabilityExceptional relationship-building and communication skillsAbility to foster trust and collaboration Skilled in negotiating mutually beneficial outcomes and resolving conflicts effectivelyProven ability to lead projects, mentor others, and share expertise to support collective successMaintains data integrity and communicates complex information and specifications accuratelyExcellent interpersonal and communication skills, with the ability to convey complex ideas to diverse audiencesStrong computer skills Resourcefulness

Created: 2026-02-10