Customer Experience Advisor

Vomela Commercial Group; Indianapolis (IN); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k)

Life Insurance (Basic, Voluntary &

Paid Time Off

Disability Insurance (Short & Long

Training & Development

Wellness Resources

Job summary

Vomela Commercial Group is seeking a Customer Experience Advisor to serve retail and direct mail clients from onsite in Indianapolis, IN. You will evaluate customer requirements, plan campaigns, and balance objectives with costs and capabilities across Sales, Prepress, Production, Purchasing, Logistics, and Finance.

You will lead cross-functional teams, identify growth opportunities, and drive profitability through service improvements and efficient operations.

Qualifications

• Bachelor's degree preferred.
• 3-5 years in print, manufacturing, marketing services, logistics, or related fields.
• Strong analytical, financial and problem-solving skills.
• Ability to exercise independent judgment and make business recommendations.

Responsibilities

• Strategic account management and client relationship oversight.
• Evaluate requirements and recommend production, distribution solutions.
• Develop service strategies to support profitability and growth.
• Identify opportunities for account growth and process improvements.
• Plan campaigns and make operational decisions on production and fulfillment.
• Determine production approaches, scheduling priorities, and execution strategies.
• Analyze project costs, postage, and fulfillment options.
• Coordinate cross-functional resources to meet objectives.
• Monitor performance and implement improvements for profitability.
• Lead root-cause analyses and continuous improvement initiatives.
• Utilize ERP, CRM, MIS to manage account performance.

Skills

Account Management

Cross-functional Leadership

Analytical Thinking

Problem Solving

Independent Judgment

Stakeholder Influence

Campaign Planning

Education

Bachelor's degree

Tools

ERP

CRM

MIS

Job description

At Vomela our greatest asset is our people. As a full-service visual communications company, we are looking for creative and intellectual thinkers that work with our customers to create compelling brand solutions and foster meaningful connections. And while you're focused on creating big things for global and local brands, we will help you build a career you can be passionate about.

Location

Onsite in Indianapolis, IN

Pay Range

$60 - 65,000 USD/annually

Job Summary

The Customer Experience (CX) Advisor serves as the advisor for assigned retail and direct mail clients. The role is responsible for evaluating customer requirements, determining campaign execution strategies, recommending production and distribution solutions, and exercising independent judgment to balance customer objectives, operational capabilities, cost considerations, and company business goals. The position works across Sales, Prepress, Production, Purchasing, Logistics, and Finance to drive operational performance, customer retention, and profitable growth.

What You'll Do

• Strategic Account Management
• Evaluate customer requirements and recommend solutions regarding production methods, distribution strategies, inventory management, and campaign execution.
• Develop service strategies that support customer objectives and company profitability.
• Identify opportunities for account growth, process improvements, and enhanced customer experiences.
• Campaign Planning and Operational Decision Making
• Exercise independent judgment in determining production approaches, scheduling priorities, fulfillment methods, and implementation strategies.
• Analyze project requirements and select appropriate solutions based on cost, timing, quality, and operational impact.
• Determine project execution priorities and coordinate resources to achieve customer and business objectives.
• Evaluate alternative production and mailing strategies and recommend the most effective solution.
• Financial and Business Analysis
• Review project costs, postage expenses, production alternatives, and fulfillment options.
• Recommend cost-effective operational solutions that improve profitability and service performance.
• Monitor account performance and identify opportunities to improve operational efficiency and financial results.
• Approve service recovery actions and project-related expenditures within established authority limits.
• Cross-Functional Leadership
• Lead coordination among Sales, Prepress, Production, Logistics, Purchasing, and other departments.
• Assess operational risks and determine corrective actions necessary to minimize customer disruption.
• Resolve complex customer and operational issues by evaluating alternatives and selecting appropriate solutions.
• Influence production priorities and resource allocation decisions for assigned accounts.
• Customer Experience and Continuous Improvement
  • Act as a trusted consultant regarding print production, campaign execution, and distribution strategies.
  • Lead root-cause analysis and improvement initiatives to enhance customer satisfaction and operational performance.
  • Analyze service metrics and recommend workflow improvements.
  • Implement process improvements that increase efficiency, reduce rework, and improve customer outcomes.
  • Reporting and Business Systems
    • Utilize ERP, CRM, and MIS to manage account performance.
    • Analyze operational and customer performance metrics.
    • Prepare recommendations for management regarding service improvements and account opportunities.
      

Requirements

What You'll Bring

• Bachelor's degree preferred.
• 3-5 years of experience in print, manufacturing, marketing services, logistics, account management, or related fields.
• Strong analytical, business, financial, and problem-solving skills.
• Demonstrated ability to exercise independent judgment and make business recommendations.
• Ability to influence cross-functional teams and manage competing priorities.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long-Term Disability
• Training & Development
• Wellness Resources