Client Program Specialist

Company Overview

At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovation teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let's Imagine a better way together.

Job Summary:

The Client Program Specialist supports client program operations and account service activities through accurate order entry, customer communication, reporting, billing support, portal maintenance, inventory coordination, and cross-functional follow-up. This role provides foundational client service and program support while helping ensure timely execution, quality outcomes, accurate documentation, and a positive client experience.

Responsibilities reflect client program support with emphasis on accurate order processing, customer service, documentation, reporting, billing support, portal use, and timely coordination with internal teams.

Job Description:

• Process, enter, upload, and review customer orders received through portals, email, phone, mail, in person, or internal request channels for accuracy, completeness, specifications, ship lines, and related details.
• Support daily client program workflows, order processing, reporting, billing documentation, portal activity, inventory coordination, and client requirements using approved tools and systems.
• Follow up on orders, shipments, returns, delivery confirmations, delays, and customer updates to support timely fulfillment, issue resolution, and customer satisfaction.
• Respond to phone calls, emails, Live Agent tickets, and customer or internal inquiries in a timely, professional, and service-focused manner.
• Collect, record, and maintain data for MODs, PODs, client activity, order changes, billing requirements, inventory activity, and client-specific documentation.
• Coordinate client jobs, specifications, timelines, materials, quantities, delivery needs, and expectations with production, design, sales, logistics, shipping, billing, and other internal teams.
• Monitor open work, estimates, live jobs, billing status, action items, risks, and follow-up needs using shared tracking tools, spreadsheets, portals, or approved systems.
• Provide timely updates to customers, sales, account management, and internal stakeholders to support production, order execution, billing, and delivery decisions.
• Generate assigned automated, one-off, and manual reports for customers, management, and internal stakeholders.
• Create and maintain how-to guides, SOPs, client instructions, order records, interaction notes, billing support documentation, and job documentation.
• Maintain a clean, organized, and safe workspace and work overtime as needed.

Supervisory Responsibilities:

• None

Minimum Qualifications of Position:

• One or more years of related customer service, account support, order processing, fulfillment, or administrative experience preferred; equivalent education, training, or demonstrated capability may be considered.

Preferred Qualifications of Position:

• Bachelor’s degree in business, marketing, communications, supply chain, operations, or a related field.
• Experience with order management, client portal, e-commerce, ticketing, reporting, workflow, or project management systems.
• Microsoft Excel or reporting experience, including spreadsheets, templates, lookups, pivots, or data validation.
• Experience supporting SOPs, how-to guides, billing documentation, inventory records, portal content, print production, or fulfillment workflows.

Knowledge and Skills:

• Customer service and account support skills, including professionalism, responsiveness, active listening, timely follow-up, and appropriate escalation judgment.
• Attention to detail in order entry, specifications, materials, quantities, ship dates, documentation, reporting, billing support, and system updates.
• Working knowledge of fulfillment operations, order workflows, returns, drop shipping, inventory basics, portal maintenance, shipping logistics, and billing documentation.
• Technical proficiency with Microsoft Office, spreadsheets, shared tracking tools, ticketing systems, reporting tools, order management systems, and client portals.
• Ability to translate client needs into actionable specifications and coordinate next steps with production, design, sales, logistics, shipping, warehouse, billing, vendors, and quality teams.
• Problem-solving and documentation skills to support issue resolution, SOPs, how-to guides, client instructions, job records, interaction notes, and process documentation.
• Demonstrates initiative, accountability, adaptability, organization, collaboration, proactive communication, respect for others, and commitment to quality, safety, and continuous improvement.
• Strong organization, attention to detail, accuracy, prioritization, follow-through, and multitasking skills.
• Clear verbal and written communication skills with customers, internal teams, vendors, and stakeholders.
• Ability to use email, spreadsheets, order entry systems, ticketing tools, reporting tools, and client or fulfillment portals in a fast-paced environment.

Working Conditions and Physical Requirements:

• Frequent sitting for prolonged periods of time.
• Frequent reaching, bending, climbing, kneeling, crouching, and stooping. 
• Frequent walking 
• Ability to lift, pull, push up to 50 pounds. 
• Ability to visually inspect all work for defects. 
• Manual dexterity for repetitive work 

EEO Statement:

The Imagine Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.