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Multimedia Fulfillment Representative

Publishing & Operations
014404 Requisition #

** Please note that the internal display will take place from July 11th to July 15th, 2019 inclusive. The display will remain online after that date for the referral program if the position is not filled internally. For more information on the Referral Program, please visit the Career Center on Evolution. **
POSITION TITLE: Multimedia Fulfillment Representative
START DATE OF POSTING: March 20th, 2019
END DATE OF POSTING: March 26th, 2019
STATUS: Regular Full Time
LOCATION: Nordelec


Colleagues you’ll love.
A dynamic and collaborative workplace where you can contribute to our story.
An access to over 6,000 free courses for your continuous development and career growth.
Comprehensive benefits from day one.


This is the #YPLife and what working at YP is all about.

What is a Multimedia Fulfillment Representative  at Yellow Pages?


Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Facebook Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.


The Multimedia Fulfillment Representative plays an integral role within the Advertiser Account Team, ensuring flawless delivery, accuracy and quality of the customers’ product portfolio. They are the primary liaison between the Account Team (Media Account Consultant/Account Manager), Advertiser and the Product Fulfillment Team Web Squads (Builder/Copywriter) to ensure the timeliness and accuracy of planned execution while understanding critical product dependencies, and identifying any potential risks of product delivery and working with cross-functional team members to plan resolution of issues accordingly. The Multimedia Fulfillment Representative is the main customer facing point of contact representing the web squad and leads the team to ensure the key KPI of customer satisfaction is met in all interactions. There is a high level of decision making with the new product construct for WEB base and enhanced websites and the scope of the Multimedia Fulfillment Representative includes product review, price quotes for any Add-On features, monitoring of Add-On items vs. creative  hours and approval of additional pages, photos, FB or Twitter feeds and customization of eforms based on MCA discretion if within reasonable guidelines. Scope of responsibilities include, but not limited to handling all new website product interviews, reviews, Add-On item discussions for price confirmation or creative service bank, pushing Add-On items to production and advising Sales for keying of additional revenue to contracts, Domain Name purchases, Email purchases, proactively liaise with other fulfillment experts (SEO/SEM, Video) teams to align customers online portfolio delivery. The responsibilities of the Multimedia Fulfillment Representative are a critical piece to creating and maintaining a positive end-to-end experience with our Advertisers – including a focus on proactive monitoring of the Advertiser’s digital product delivery from interview to review and publication of their digital product.

Main Responsibilities:


A. Gather information to enable the fulfillment of all digital products


  • Is the primary point of contact for customers representing the web squad (Media Fulfillment Rep, Builder & Copywriter) for content collection and coordinates fulfillment for the Advertisers’ complete digital product portfolio including SEO/SEM and Video.
  • Works collaboratively with Sales and direct hand-off of client and manages their own interview appointments & calendars for all customer interactions. (interview, review, follow-up etc.)
  • Provides direct support to the Advertiser regarding their digital product portfolio and explains how and when the customer needs to be involved in the fulfillment process and negotiates associated deliverables based on production timelines.
  • Discusses web base vs. enhanced and confirms pricing for any Add-On items the customer wishes to include (Email, Extra Pages, Syndication, Domain Name etc.)
  • Keys Add-On items into all systems and advises Sales when revenue needs to be added to the contract. (Warm Transfer/Query)
  • Conducts interview and review of all new Website products from beginning to approval & publishing ensuring key KPI of customer satisfaction is met. Is the main point of contact for the squad team and gathers content and provides assistance and recommendations to enable fulfillment of all digital products.
  • Conducts thorough analysis on Advertisers’ and regional competitors’ websites and other advertisements to support the customer interview activities and provide content recommendations.
  • Guides the customer on the products and the fulfillment processes and answers any questions they may have.
  • Conducts proactive monitoring of the customers’ product delivery and continuous follow-up with the Account Team, Advertiser & Fulfillment Teams to identify any potential risks to product deliverables and takes appropriate action to ensure that all digital products are fulfilled as planned.

B. Follow up with advertiser


  • Initiates 24hr courtesy calls to Advertisers for their interview appointments, initiates 48hr courtesy calls to Advertisers for their video shoot dates.
  • Initiates a timely courtesy call to Advertisers to ensure follow-up on the completion of their digital products portfolio.
  • Provides support to the Advertiser regarding their digital product fulfillment and milestones throughout the management of their online products.
  • Manages the Advertiser relationship throughout fulfillment process.
  • Ensures timely and accurate issue resolution within digital fulfillment and facilitates the communication with any other department within the organization as required.

C. Coordination of activities within digital fulfillment teams


  • Functions as the Advertisers’ advocate and primary contact for internal teams requiring a point of contact for enquiries relating to details of the advertisers’ digital product fulfillment.
  • Assesses the complexity of an advertisers’ requirements and determines when to solicit the collaboration of other members of the fulfillment team to ensure the most effective and efficient communication between the advertiser and the website builder, copywriter, videographer or any other role, as required throughout the product fulfillment.

D. Administrative tasks


  • Ensures meticulous documentation of all interventions (with the advertiser and other departments) throughout the fulfillment process to provide full visibility and accurate representation of fulfillment statuses at all times.
  • Helps with clerical work according to services needs.
  • Respond to correspondence from internal and external customers, by phone and in writing.
  • Ensures accuracy and completeness of keying of website product Add-Ons into all systems (MCT, DET, Salesforce, RT)

Why should you apply for this Multimedia Fulfillment Representative  position?


  • We bet on everyone potential rather than pressure management
  • We offer paid training, flexible benefits package on your first day, a casual environment where you can wear jeans
  • We continually develop skills and team cohesion
  • We distinguish the most beautiful achievements by awarding prizes or recognition programs
  • We propose to our employees to advance in their career according to their expectations
  • We work in the amazing Nordelec building which include a gym
  • Day work schedule

Education and Experience:


  • High School Diploma
  • Between 4-5 years of experience in customer service in a call center using web-based systems, technical support, website support, or
    tier 1 support an asset.
  • Computer skills: Word (intermediate), Excel (intermediate), Windows (intermediate)
  • Communication: French and English spoken, written and read (advanced)

Soft Skills:


  • Excellent people skills and the ability to work with a wide range of people, both internally and externally – special emphasis on customer service, escalation management, problem resolution and situation analysis.
  • Minimum of basic understanding of concepts related to SEO, SEM, social media, local search, adwords, paid search, and other products and services within the YP portfolio
  • Excellent listening skills
  • Reliable team player
  • Exhibits a Customer-centric point of view
  • High sense of professionalism.
  • Strong ability to adapt to change.
  • Excellent organization and time management skills
  • High attention to detail and information accuracy
  • Solid problem-solving skills

Other Considerations:

  • Overtime may be required.
  • Flexible work schedule.

You are ready to join the Yellow Pages adventure as a Multimedia Fulfillment Representative? Send us your resume right now!

About Yellow Pages


We’ve been in the game since 1908 and we continue to transform to offer our 229 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 73% of our revenue is generated by digital solutions.

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