Lead Client Services Executive

Lead Client Services Executive

Brand: SGK

Company: Matthews International Malaysia Sdn Bhd

Line of Business: SGK APAC

Location: Penang, MY, 14100

Position Summary

Coordinates projects from estimation to completion for assigned client(s). In coordination with Management serves as the main day-to-day contact on current projects for clients, internal departments, and vendors. Resolves the most complex problems using strong technical knowledge. Maintains client relationships by ensuring the delivery of high-quality services and solutions. May provide direction to other Production colleagues.

Job Responsibilities

• Serves as the main day-to-day contact on current projects for clients, suppliers, external partners, and Client Growth teams; provides timely responses to all inquiries (e.g. within one (1) business day).
• Attends client meetings as needed; serves as a Subject Matter Expert regarding production processes, capacity, timelines, etc.
• Ensures high-quality standards in all client deliverables.
• Effectively coordinates client-specific projects throughout the lifecycle, including estimate creation, selection of appropriate projects and sub-projects, assignment of resources, monitor project progress, and generation of the client/project invoice.
• Translates client requests and requirements into detailed, and sometimes technical, instructions for production teams.
• Partners with the client, Client Growth, and project teams to resolve identified project issues.
• Ensures accurate and timely invoices are generated by maintaining correct project details and supporting evidence, including change orders and rework, throughout the project lifecycle.
• Initiates new data item requests utilizing the Master Data Management (MDM) process and guidelines to ensure accurate client, project, and financial details are available in the system.
• Partners with Client Integration and Client Growth to ensure a smooth transition for new clients; attends pre-integration and planning meetings as needed.
• Participates in, and sometimes lead, cross-functional teams to develop and/or adapt processes, policies, and workflows to improve efficiency, accuracy, speed, quality, etc.
• Creates strong and effective internal partnerships and collaborates across the business; listens and values the opinions of others.
• Is an effective team member; supports the team by pitching in at any level and effectively working across the organization to meet the needs of the business.
• Takes ownership of personal actions and outcomes; encourages and empowers others to do the same.
• Embraces change; maintains an open mind and is flexible and adaptable in the face of ambiguity and change.
• Focuses efforts on achieving SMART objectives aligned to the Company's Strategic Imperatives.
• Proactively seeks opportunities to increase knowledge, skills and abilities.
• Monitors and pursues upward and lateral growth opportunities to enhance expertise and drive career development.
• Supports the Client Growth teams by providing accurate information for inclusion in proposals as needed.
• Supports Company's profitability efforts by focusing and encouraging others on the efficient, accurate and timely coordination of the assigned project activities.
• May perform other duties, as needed, to meet the needs of the business.

Qualifications / Requirements

• Secondary School/ Diploma/ Degree in Business Studies, Management, Communication, Supply Chain Management or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job.
• Proven managing project coordination teams within a print, pre-press, or graphics manufacturing environment.
• Very good knowledge of SGK's products, solutions and services a plus.
• Very good understanding of the market and business environment that affects the assigned clients.
• Very good understanding of effective Pre-media, Print, Photo Studio and/or Digital production, processes, roles, tools (digital and conventional) and workflow practices and trends.
• Very good understanding of Pre-press, Print production, and/or Graphic Design techniques and processes.
• Proficient to advanced in Pre-media and/or Creative Services and solutions.
• Very good people, organizational, and analytical skills (including attention to detail).
• Very good verbal and written communication skills.
• Proficient in Microsoft Office.
• Knowledge in SAP will be an added advantage.
• Ability to assist others in the organization of projects, and to serve as a knowledge resource for other colleagues within the account team.
• Ability to interpret concept and/or brand guidelines through to artwork execution (e.g. digital, photographic, etc.).
• Ability to develop and maintain a collaborative relationship with peers and colleagues in one or more areas of the organization.
• Ability to build and maintain effective relationships with internal clients and/or external clients (e.g. printers, product manufacturers, service providers, and/or clients).
• Ability to work well in a team environment, working autonomously, to handle a heavy workload, to prioritize work, and to meet assigned deadlines.
• Ability to translate client requests into technical instructions for production.

Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team. At Matthews International, what makes us different is what makes us great. We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.