Overview of Role: To primarily manage and develop Cimpress Accounts - namely Cimpress family merchants such as Vistaprint, WirmachenDruck, Pixart, Druck.at and Printdeal - through proactive account management and providing the highest levels of service.

Performing the role in line with the Goldstar Values:

Family - Treating our customers and our Goldstar team members like family

Simplicity - Ensuring all of our solutions we supply for our customers are easy with no hassle

Delighting our customers – We make sure every customer enjoys working with us by exceeding their expectations and providing the highest level of customer service and a quality product

Work hard, play hard - Work hard and give our all and at the same time love and enjoy what we do

What you will do: (including but not limited to)

Build Key Account Relationships 

• Provide a full and proactive day-to-day account management service for some key Cimpress merchant accounts 
• Responsible for relationship development and meeting all customer expectations 

MCP Platform Management 

• Become an expert in CARE modules Cimpress MCP (Mass Customisation Platform) including order operations, Claims, Product Catalog and pricing explorer
• Using all MCP based reports such as Failed to Import Dashboard, SLA report, Vistaprint order dashboard, claims platform, order management report and supplier inventory manager to support on-time shipments and visibility of all orders 

Order Management and Issue Resolution 

• Regular order management to ensure that our production team is meeting agreed dispatch and delivery targets. Manage and resolve escalated client and order issues 
• Work closely with production and other Goldstar support teams to ensure smooth flow of Cimpress merchant orders, using initiative to help resolve any issues (logo, order release, orders failed to import, address corrections)
• Weekly meetings with Senior Merchandising Manager and MCP team

Order Entry and Management of select Manual orders. Includes:

• Manual POs for blank product from Vista 
• Any needed Manuel POs for Print Brothers/Print Group (example: AllesklarDruck)

Product Knowledge 

• Be a product expert in all facets of what Goldstar offers and the features and benefits
• Keep up with industry trends and the competitive landscape 

What we need from you: 

Previous experience and knowledge

• Previous experience working with promotional products distributors, and a detailed understanding of the supplier / distributor market is an absolute necessity 
• 1-2 years customer service experience particularly in relation to finding customer solutions is essential 
• An understanding of the promotional merchandise web-to-print market is an advantage 

Key Skills and Attributes 

• Ambitious and driven, with an ability to build strong customer relationships 
• Demonstrate ability of using initiative to solve customer problems and the ability to maintain calm and professional under pressure 
• Strong attention to detail is a key requirement for this role 
• Self- motivated and able to work in a self-directed entrepreneurial environment 
• Work in a fast paced environment 
• Great telephone manner: courteous interpersonal, communication and presentation skills 
• A sense of urgency and ability to, clear speech, good call management, assertive & tenacious 
• Computer literate, with good keyboard skills; and in particular strong excel skills are essential   
• Team player with strong organization skills 
• Good level in English. Another European language will be a plus 

What we will provide: 

• The opportunity for you to make a meaningful and serious contribution towards a very successful and rapidly growing business 
• A supportive environment with opportunities to grow and develop your  career       
• A modern, fast paced and exciting company culture 

About Goldstar:  

Goldstar, part of the global National Pen Group, is Europe’s fastest growing Trade Supplier.  Goldstar is becoming famous for unbeatable value metal and full-colour writing instruments, combined with headache free all-inclusive pricing and a passionate team who will do whatever it takes to delight their customers.  Goldstar’s mission is to become the best supplier in the industry and to make all distributors love Goldstar.   

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