MCS Account Representative

Join the Manufacturing team at Thomson Legal and Regulatory (TLR), the leading provider of integrated information solutions to legal, tax, accounting, intellectual property, compliance, business and government professionals around the world. With US $3.4 billion in 2004 revenues and 17,000 employees, Thomson Legal & Regulatory has business operations in 24 countries.  Part of The Thomson Corporation ($8.1 billion in revenue in 2004) www.thomson.com, TLR is the largest of four market groups generating 42% of Thomson?s profits.  We have an unparalleled reputation for being the leader in our industry, which will provide you a strong, stable future where you can grow your career.

 

Our manufacturing organization is comprised of 900 individuals working in the areas of Manufacturing Client Services, Prepress and Digital Print, Press, Bindery, Engineering, Distribution, and Supply Chain Management.  Our facility is approximately 1.2 million square feet and generates about $700 million dollars in print revenue annually.


Description

The Account Representative is the primary contact and advocate for customers while their printing requirements are being planned and processed; he/she proactively ensures that the customer?s products are optimally produced in terms of quality, cost and timeliness, and resolves any issues that may arise.  To do this, the Account Representative utilizes a complex information system, a highly professional service orientation, exceptional problem solving, critical thinking, research and decision making skills, and a variety of internal and external contacts.  This job requires a comprehensive level of working knowledge related to the manufacturing environment and its capabilities and an in-depth understanding of the components of customers? products and/or product line.  The Account Representative must be highly skilled in initiating and building relationships, both with customers and the manufacturing facility.  He/she has great impact in the securing of new work for the Thomson Manufacturing facility.  Account Representative is expected to document all contacts, resolution processes, and outcomes with accuracy and attentiveness.  The Account Representative proactively provides customer follow-up as appropriate and gathers customer feedback so as to enhance future distribution decisions.

 

Quality & Quantity Emphasis

The Account Representative recognizes and reports on trends leading to recurring problems.  The Account Representative is held to the highest quality metrics, and demonstrates ownership of the process and outcomes related to each job.  He/she is expected to continuously increase his/her distribution aptitude and customer service knowledge, skills, and abilities.  The individual representative has a high level of individual discretion and is responsible for decisions that have significant financial impacts on customers, his/her team, and the department as a whole.

 

Support of Work Team & Department

The Account Representative is responsible for improving operational performance through the identification of better ways to accomplish work, workflow, & introduction of policy/procedure changes.

 

Major Areas of Accountability

 Act as customer advocate, ensuring optimal production of each customer job (meeting/exceeding cost, timeliness and quality targets). Coordinate and verify specifications, materials and scheduling for each customer job. Facilitate transfer of necessary documentation, copy, and samples between MCS, other related departments, and the customer. Monitor orders throughout production; communicating status and/or changes in cost, timing, etc. to necessary parties.
QualificationsBachelor?s degree and 2-4 years of progressive development; or equivalent work experience of 5-8 years. Manufacturing and/or printing customer service/account representation experience helpful. Proven written, verbal and interpersonal communication skills. Excellent phone specific, non-verbal communication skills, and excellent listening skills. Demonstrated decision-making skills. Critical thinking and systems thinking skills.

 

To immediately apply for this position, click here.

 

The Thomson Corporation is a leading global provider of integrated information solutions to business and professional customers.

Thomson provides value-added information, with software tools and applications that help its customers make better decisions, faster. We serve more than 20 million information users in the fields of law, tax, accounting, higher education, reference information, corporate e-learning and assessment, financial services, scientific research and healthcare.

The Corporation's common shares are listed on the New York and Toronto stock exchanges (NYSE: TOC; TSX: TOC).

 

Our employees embrace a number of commonly shared values - collaboration, accountability, customer focus, a bias toward action and results, appreciation and respect for diversity, entrepreneurial spirit and, at all times, the highest ethical standards.  These values represent the behavior each employee is expected to exhibit in their role.  In our view, fostering a culture that embodies these values will lead to success and growth for our employees and our business.

 

The Thomson Corporation is proud to be an Equal Employment Opportunity/Affirmative Action Employer.