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Account Associate Tier 2 - 25420

Toronto, ON
This position works as part of the service delivery team that is aligned to one or more customers. He/she will have a focus on the following:
• Delivery of service that meets the Service Level Agreements and delights the customer
• Supporting the achievement of productivity improvements
• Contributing to service transformation and business growth

SCOPE: The work undertaken by the role holder is completed in line with the Service Level Agreements and Statements of Work relevant for the customer.
Overview of Tier Responsibilities: These positions will have primary or secondary responsibility in any of the services within their tier. They will be responsible for delivering high standards of quality service. A high level overview of the major responsibilities for each level is as follows: Tier 2 - Mail inserters, complex document finishing, basic digital print (black & white/colour), equipment care, client facing reception, records management, inventory management

ESSENTIAL DUTIES: The following describes the main job duties by work area for the XS Account Associate Tier 2 Profile. Duties for a specific role may include - but are not limited to - these duties. Specific roles may also include duties from other tiers as a portion of their duties.
• Ensure customer issues and escalations are resolved or further escalated as appropriate
• Conduct quality checks on own work to ensure accuracy and required output is to standards
• Adhere to all safety procedures
• Perform backfill duties for absent coworkers
• Perform other duties as assigned by Manager Office
• Prepare charge-back reporting for postage, courier, etc.
• Use of software to update or maintain mailing addresses.
• Provide mailing address clean-up (may include use of mail cleansing software)
Mail Insertion
• Set up and operate high level mail equipment such as: mail inserters, sorters and finishing equipment in an automated high speed / high volume environment
• Use of specialized equipment for material handling (e.g. Forklift certified)
Front Counter
• Liaison with clients advising on available services and negotiation of turnaround times for service requests
• Printing and Finishing
• Perform basic digital print production
• Clean and maintain finishing equipment to ensure optimal use
• Perform colour calibration using densitometers and perform colour adjustments
• Record meter reads, process production forms and maintain records
Equipment Care
• Carry out regular preventative maintenance checks on client fleet of machines
• Order and replenish fleet consumables as required
• Carry out first level issue resolution utilizing basic product and/or technical skills, escalating in accordance with agreed procedures for next level maintenance and technical support on client fleet equipment
Records Management +B5Index, store, retrieve electronic documents in a mass storage system
• Convert digital files to formats such as PDF, TIFF, PostScript, XML, etc. for import into document repository and management systems
• Manage document storage system to meet client`s archiving requirements
• Catalogue electronic documents to media such as CDROM, disk or tap and distribute as required
Inventory Management
• Order and replenish consumables, forms inventory and other supplies items as required
• 1st point of contact for clients customers
• Professionally greet and direct visitors adhering to security / badge requirements
• Complete and maintain all logs and reports including month-end reports
• Input Meridian (billing system) requisitions
• Order and replenish consumables, forms inventory and other supplies items as required.
• Organize business travel (flights, hotels, rental cars) for customers
Continuous Improvement
• Support site continuous improvement programs including 5S, a site efficiency methodology

• Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities
• Able to listen and communicate effectively
• Able to read, write and follow basic English instructions
• Ability to lift and move up to 50 pounds
• Basic math skills (add, multiply, divide)
• Basic computer skills (keyboard, mouse functions)
• Excellent communication and Customer service skills
• Possess a valid driver’s license (as required)
• Reliable, dependable transportation (as required)
• Effective organizational skills
• Mechanical trouble-shooting and repair skills
• vocational or technical certificate in computer / network skills

• High School Diploma or equivalent certification
• Health and safety certification (WHMIS)
• Experience in customer facing role / customer service role (1-2 years’ experience)
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