Publication Support Representative

LPi (Liturgical Publications Inc)•Cleveland, OH

11d•$20 - $24

About The Position

The Publication Support Representative acts as a liaison between publishing account customers and LPi’s printing operation, providing support by phone and email about publication creation, deadlines, shipping, contact information, and LPi software and services. The role helps customers create publications using desktop publishing software, transmit files to LPi systems, and resolve printing, delivery, and related service issues. The representative monitors incoming publication files, identifies problems, explains needed corrections to customers, and may provide training. The position also maintains customer and call-log data, coordinates with printing and shipping departments, runs database reports, conducts welcome calls, follows up on late or missing transmissions, provides product quotes and delivery lead times, and develops training materials. The representative participates in continuous improvement and cross-functional knowledge sharing. The role calls for excellent customer service, communication, critical thinking, attention to detail, organization, and multitasking skills; desktop publishing knowledge; basic troubleshooting ability; and comfort working in a fast-paced, collaborative environment. Flexibility may be needed for one evening per week until 7:00 PM and occasional Saturdays. The hourly wage is $20–$24, depending on experience. LPi encourages bilingual English-Spanish candidates to apply.

Requirements

Excellent customer service, communication, and critical thinking skills for training and troubleshooting new and existing customers.
Strong knowledge of desktop publishing software.
Strong attention to detail, creative thinking, and results-oriented skills.
Basic troubleshooting skills and the ability to resolve more complex, emerging, or new software and publication-support issues.
Strong working knowledge of Windows-based products and programs, and to a lesser extent Mac-based products and programs.
Strong organizational and multitasking skills.
Ability to work in a fast-paced, collaborative environment.
Flexibility to work off-hours when needed, including potentially one night per week until 7:00 PM and occasional Saturdays.

Nice To Haves

Bilingual English and Spanish.
Knowledge of Canva Pro and MS Publisher; InDesign is a plus.
Knowledge of Adobe Acrobat Professional, database systems, remote technical support software, instant messaging, and internet programs.

Responsibilities

Provide professional, efficient customer service by phone and email regarding publication creation, file transmission, printed-product delivery, and auxiliary services.
Train and support customers in creating publications with desktop publishing software and transmitting electronic files.
Assist with transmission times, shipping and delivery issues or changes, contact information updates, and other customer service requests.
Maintain database information and call logs accurately and consistently.
Coordinate with printing and shipping departments on deadlines, courier rescheduling, reprint verification, and weekly publication transmission and delivery.
Monitor incoming file queues and identify problems with publication files.
Contact customers to explain file problems and necessary fixes, and provide training when needed.
Collaborate with other departments to resolve printing and delivery issues.
Run and interpret database reports, including late and invoicing reports.
Conduct welcome calls for new customers, explain services, and verify contact and contract information.
Remind customers about late or missing publication transmissions.
Provide price quotes and delivery lead times for printed products.
Produce and update training materials.
Participate in continuous improvement and cross-functional and cross-center idea generation and knowledge sharing.