Overview

We are seeking a proactive and client-focused Print & Mail Client Services Specialist to join our team. This role combines client relationship management, project coordination, and support responsibilities to ensure a seamless client experience from onboarding through ongoing service delivery. You will serve as a primary point of contact for clients, managing communication, data, and deliverables across multiple departments.

Matrix Imaging Solutions is a full-service customer communications partner that provides digital solutions, transactional print and mail, and direct mail through a variety of omnichannel delivery methods.

Responsibilities

Client Relationship Management:

· Serve as the primary point of contact for assigned clients.

· Build and maintain strong, long-term client relationships through clear, constant, open and preemptive communication.

· Proactively identify client needs and offer relevant solutions, including upselling and cross-selling opportunities.

· Support client onboarding and ensure a smooth transition into services.

Project & Order Management:

· Coordinate and manage multiple projects from initiation through final delivery.

· Ensure accurate and timely order entry, and production processes.

· Collaborate with internal teams (production, billing, and project management) to meet project timelines and quality standards.

· Monitor job progress, obtain approvals at key stages, and manage change requests (billable and non-billable).

Client Support:

· Respond promptly to client inquiries via email and phone.

· Resolve client issues and complaints effectively, following up to ensure resolution and satisfaction.

· Educate clients on services, platforms, and tools (e.g., Print-on-Demand systems, order portals, or online storefronts).

· Guide clients through system setups and product creation when necessary.

Administrative Duties:

· Maintain accurate client records, documentation, and project data in internal systems.

· Assist with billing, quoting, and reporting tasks related to account activity.

· Support the sales team by identifying leads or new opportunities within existing accounts.

Qualifications and Requirements

Education & Experience:

• 3-5 years of experience in the print, digital output, or direct mail industries required.
• Experience with Print-on-Demand (POD), Digital Printing, or Mailing Operations is a plus.
• Associate degree preferred, or equivalent combination of education and relevant work experience.
• 3–5 years of experience in professional account management, client support, or client services.

Technical Skills:

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Strong analytical skills with the ability to interpret and derive insights from complex orders.
• Comfortable using Management Information Systems (MIS); experience with PressWise is preferred.

• Working knowledge of Adobe Creative Cloud — particularly InDesign, Acrobat Pro, Photoshop, and Illustrator a plus.
• Ability to troubleshoot and resolve technical/client issues efficiently.

Soft Skills & Attributes:

• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities; able to prioritize tasks under pressure.
• Service-oriented mindset with strong interpersonal and active listening skills.
• Empathetic, patient, and solutions-driven approach to client interactions.
• Ability to work independently with minimal supervision, as well as collaboratively within a team.
• High attention to detail and follow-through.
• Flexible, open to learning, and adaptable to change.

Additional Requirements:

• Ability to follow and document standard operating procedures.
• Must be comfortable working on-site at our Coppell, Texas facility, Monday through Friday, 8 AM – 5 PM
• Ability to sit for prolonged periods and work at a computer.

Pay: Up to $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• MIS or PressWise: 3 years (Required)
• Print, digita