Customer Service Representative - Publication Support

LPi•Henderson, NV

4d•$20 - $24

About The Position

Do you enjoy helping people and solving problems? We’re looking for a tech-savvy Customer Service professional who’s comfortable using image editing software to assist with customer requests, troubleshoot issues, and deliver clear, visually accurate solutions with a positive attitude. The Customer Service Representative - Publication Support acts as the liaison between publishing account customers and LPi’s printing operation by providing service and support to customers via phone and e-mail regarding creation of their publication, publication deadlines, shipping and contact information, as well as proprietary LPi provided and/or produced software and services. How Will You Knock It Out Of The Park? You have a passion for your job. You have excellent customer service skills and are ready to assist our customers and help create success. You aren't afraid of deadlines, and you are an excellent servant leader that embraces change and celebrates successes! In this role you will: Delivers professional, efficient service via phone and email to resolve customer questions and concerns regarding the creation of their publication with desktop publishing software, the transmission of their file to LPi systems, the delivery of the printed product, and the wide variety of auxiliary services LPi offers. Provides the customer with the training and knowledge necessary to create, with desktop publishing software, and transmit a variety of electronic files for publication. Assists customers with transmission times, shipping and delivery issues or changes, contact information updates, and other customer service issues. Updates and maintains database information and call logs accurately and consistently. Coordinates with the printing and shipping departments to adhere to deadlines, rescheduling of couriers, verification of reprints and ensuring all publications for the week are transmitted and delivered. Monitors incoming file queues for problem publication files. Identifies problems with incoming publication files and contacts customer to explain, and potentially train on, the necessary fix. Collaborates with multiple departments to resolve printing and delivery issues. Runs and interprets a variety of reports from the database including late reports, invoicing reports, etc. Conducts welcome calls to new customers with an explanation of services, as well as verification of contact and contract information. Contacts customers with reminders for late or missing publication transmissions. Provides price quotes and delivery lead times to customers on a variety of printed products. Produces and updates training materials. Actively participates in continuous improvement and collaborates cross functionally and cross-center to further generate ideas and knowledge sharing.

Requirements

Excellent customer service, communication, and critical thinking skills to provide training and troubleshooting assistance for new and existing customers
Strong knowledge of desktop publishing software: MS Publisher preferred, InDesign a plus.
Strong attention to detail, creative thinking and results oriented skills
Basic troubleshooting skills with the ability to resolve more complex, emerging and/or new software and issues related to publication support within LPi’s range of services
Strong working knowledge of Windows-based, and to a lesser extent Mac-based, products and programs
Knowledge of various software programs including: Adobe Acrobat Professional, database systems, remote technical support software, instant messaging and internet programs, a plus
Strong organizational and multi-tasking skills
Flexibility to work off-hours when needed, which may include one night per week until 7:00 PM and occasional Saturdays.
Ability to work in a fast-paced, but collaborative environment

Responsibilities

Delivers professional, efficient service via phone and email to resolve customer questions and concerns regarding the creation of their publication with desktop publishing software, the transmission of their file to LPi systems, the delivery of the printed product, and the wide variety of auxiliary services LPi offers.
Provides the customer with the training and knowledge necessary to create, with desktop publishing software, and transmit a variety of electronic files for publication.
Assists customers with transmission times, shipping and delivery issues or changes, contact information updates, and other customer service issues.
Updates and maintains database information and call logs accurately and consistently.
Coordinates with the printing and shipping departments to adhere to deadlines, rescheduling of couriers, verification of reprints and ensuring all publications for the week are transmitted and delivered.
Monitors incoming file queues for problem publication files.
Identifies problems with incoming publication files and contacts customer to explain, and potentially train on, the necessary fix.
Collaborates with multiple departments to resolve printing and delivery issues.
Runs and interprets a variety of reports from the database including late reports, invoicing reports, etc.
Conducts welcome calls to new customers with an explanation of services, as well as verification of contact and contract information.
Contacts customers with reminders for late or missing publication transmissions.
Provides price quotes and delivery lead times to customers on a variety of printed products.
Produces and updates training materials.
Actively participates in continuous improvement and collaborates cross functionally and cross-center to further generate ideas and knowledge sharing.