• Day-to-day Client Care, including problem resolution • Engaging in carrier, vendor, Customs, and client communication via telephone and email • Keeping up to date on current CBP regulations and researching as necessary • Audit entries for quality control • Creation and maintenance of internal client work instructions

• Focus on customer satisfaction by demonstrating teamwork and empowerment • Establish yourself as your customers “go-to” expert • Develop and cultivate relationships for new business • Drive, orchestrate and close opportunities with key partners • Research customer business needs and develop a mix of products and service to meet demands

• Answer inbound phone calls and messages on behalf of multiple law firms, representing each firm accurately, kindly, and professionally • Act as the first point of contact for existing clients and vendors, setting a calm, friendly tone that helps callers feel heard and supported • Ask thoughtful, focused questions to understand the purpose and urgency of each call or message • Route calls to the appropriate case managers or legal staff, ensuring messages are delivered even when transfers go to voicemail • Document and summarize inbound communications clearly and consistently so legal teams have full context • Maintain responsiveness and reliability as a core builder of trust between law firms and their clients

• Lead the development of media plans and proposals that support new business and account growth • Own the end-to-end planning process for RFPs and proactive proposals, ensuring accuracy, clarity, and on-time delivery • Present media strategies and recommendations to sales teams and internal stakeholders; manage updates as campaign details evolve • Guide campaign design across channels including display, video, social, email, streaming audio, and DOOH • Translate campaign goals into specific audience, inventory, and targeting recommendations using internal and third-party data • Act as a subject-matter expert on products, solutions, and media capabilities for sales and internal partners • Collaborate closely with sales, analytics, and other teams to ensure alignment on goals, timelines, and deliverables • Capture and share market and client feedback to inform planning approaches and product improvements • Help build and maintain proposal templates, reference materials, and best practices • Continuously improve proposal quality, workflows, and planning processes to increase efficiency and consistency