Customer Success Specialist

Position OverviewSpectrum Brand Marketing Solutions is seeking a highly organized, customer-focused Client Success Specialist to serve as a primary point of contact for clients and support the successful execution of their branded merchandise, printing, promotional products, kitting, fulfillment, and marketing projects.This role is responsible for managing client requests from initial inquiry through order completion, ensuring clear and timely communication, accurate order entry, competitive sourcing, proposal development, and coordination with internal teams and vendors. The ideal candidate is proactive, detail-oriented, solutions-focused, and comfortable managing multiple projects and priorities in a fast-paced environment.While the primary focus is client service and order management, this position will also support business development through client outreach, identifying additional opportunities, and helping grow existing client relationships.Key ResponsibilitiesClient Service & Relationship Management Serve as a primary day-to-day contact for assigned clients and respond to inquiries in a timely, professional manner.  Build and maintain strong client relationships through proactive communication and exceptional customer service. Understand client needs, timelines, budgets, and project requirements and provide appropriate solutions. Keep clients informed throughout the order and production process, including timelines, approvals, inventory, shipping, and delivery.  Resolve client questions or issues and coordinate internally to ensure timely solutions. Maintain accurate client and project information. Order Management & EntryReceive and review client orders, requests, and project specifications.  Enter orders accurately into internal systems and ensure all required information is captured.  Coordinate order approvals, artwork, inventory, production, kitting, fulfillment, and shipping requirements. Monitor orders from initial entry through completion and proactively communicate any changes or potential delays. Track multiple orders and projects simultaneously while meeting established deadlines.  Coordinate with Operations, Production, Creative, Sales, and other internal teams to ensure successful execution. Sourcing & Product ResearchSource promotional products, branded merchandise, printing, packaging, and other client-requested items. Research product availability, pricing, minimum quantities, production timelines, and shipping requirements. Work with vendors to obtain pricing, samples, product information, and production timelines. Identify cost-effective alternatives and solutions when requested products are unavailable or do not meet budget or timeline requirements. Maintain knowledge of current promotional products, printing capabilities, packaging solutions, and fulfillment services. Proposals, Quotes & PricingPrepare client proposals, quotes, estimates, and pricing recommendations based on project requirements. Obtain and compare vendor pricing to ensure competitive and accurate client pricing. Calculate product, production, kitting, fulfillment, storage, shipping, and other applicable costs.  Clearly communicate pricing, timelines, assumptions, and project details to clients. Follow up on proposals and quotes to help convert opportunities into orders. Business Development & Client OutreachConduct proactive outreach to existing and prospective clients to identify new opportunities. Identify opportunities for additional products, services, and solutions based on client needs and previous projects. Follow up with clients regarding proposals, past projects, upcoming events, and potential new initiatives. Support account growth through cross-selling and upselling Spectrum's products and services. Assist with prospecting and new-business outreach as needed.  Maintain and develop a pipeline of potential client opportunities. Project CoordinationCoordinate projects involving branded merchandise, printing, promotional products, corporate gifting, kitting, fulfillment, inventory, and shipping. Establish and monitor project timelines and key milestones. Coordinate with vendors and internal departments to ensure projects remain on schedule. Track inventory and identify potential shortages or replenishment requirements. Assist with coordinating nationwide shipping and fulfillment requirements. Ensure projects are completed accurately, on time, and according to client expectations. Qualifications2+ years of experience in customer service, account management, client success, sales support, order management, or related field. Experience in printing, promotional products, branded merchandise, marketing services, or fulfillment is preferred. Strong written and verbal communication skills.  Excellent organizational and time-management skills with the ability to manage multiple projects simultaneously. Strong attention to detail and accuracy. Ability to work independently while collaborating effectively with cross-functional teams. Strong problem-solving and follow-through skills. Comfortable communicating with clients, vendors, and internal stakeholders. Proficiency with Microsoft Office and Google Workspace. Experience with CRM, order management, project management, or quoting systems is a plus.PreferredExperience in the printing, marketing, signage, packaging, or promotional products industries.Knowledge of print production processes and terminology.Key CompetenciesSelf-motivation and resilience Results-driven mindset Customer-focused problem solving Relationship-building capability Strong follow-through and attention to detail Creative thinking and adaptability Effective multitasking and prioritization Ability to manage multiple projects and deadlines simultaneously Exceptional organizational and time-management skills Thrives in fast-paced, deadline-driven environments