A to Z Media is looking for a Merch Production Manager / CSR in our NYC or PDX office. This position requires a candidate who thrives in an energetic environment, inherently has a positive disposition and is a people-person managing internal and external relationships. Your love of all traditional/non-traditional merch will be a major plus in this role!

While building exceptional customer relationships and meeting/exceeding goals to support our client base, this position is ideal for a detail-oriented person who will dedicate their time to maintaining and administering existing client services while searching for opportunities to expand on our client/vendor partnerships.

The role requires someone who is self-motivated, takes proactive steps to move projects forward and is collaborative in nature. Projects will range from traditional and bespoke Merchandise, Apparel and Book Printing - the candidate must have a ‘can do’ attitude with an inherent 

• The primary role is to work closely with our client base to understand their merch timelines, priorities and to ensure the best possible customer service. 
• ALL actions must be recorded in our custom database – milestones, notes and shipping must be 100% updated/accurate at all times. 
• CSRs work closely with our Sourcing Manager to confirm orders are 100% correct and reflective of client expectations. This may include sourcing support on various projects.
• Confirm timelines with clients at inception of each project to ensure all are on the same page as to expectations and delivery requirements.
• Lead all communication with global vendor network to secure proofs, samples, timelines and shipping methods.
• Issue purchase orders to all vendors / ensuring every PO is 100% accurate. Confirm receipt of POs and check vendor schedules/portals for completion dates
• Work with internal art department trafficking jobs through design/proofing stage and liaising with clients to confirm all art is correct/approved/uploaded.
• Traffic all pieces through print, manufacture and into final delivery points. Confirm projects are hitting timeline targets throughout the production process.
• Communicate (phone / email / Zoom / Slack) on a regular basis with the client as to the status of the job, the key is to be proactive NOT reactive and consider client perspective as jobs progress through to completion.
• Monitor all samples for quality issues. Alert all teams involved when issues arise and/or send samples to clients as required.
• Maintain an accurate production schedule and generate weekly status.
• Create internal pitch deck for sales team, showcasing new products we’ve produced each month
• Proactively review tracking / shipping notices / pack slips to ensure product is shipping/received
• Immediately respond to client claims and follow procedures to correct any issues that arise in the production / delivery process. Proactive problem solving required.
• Once the order is complete, create/issue invoice(s) to the client and ensure that all billable parts are included. Liaise with in house sales personnel as and when necessary.
• A to Z Media works globally and must facilitate VAT billing as well as domestic sales tax when invoicing clients
• Liaise with A to Z Media Warehouse to coordinate shipments/picks ups/inventory and reworks as required.

• Other tasks/duties as requested.