Publication Support Representative

LPi•Cleveland, OH

10d

About The Position

The Publication Support Representative acts as a liaison between publishing account customers and LPi’s printing operation. The role provides customer service and technical support by phone and email about publication creation, deadlines, shipping and contact information, and LPi-provided or produced software and services. The representative helps customers create and transmit publication files, resolves issues, and coordinates with printing, shipping, and other departments to ensure publications are produced and delivered accurately and on time. The position also supports new customers through welcome calls and training, maintains customer records and call logs, monitors incoming publication files, prepares reports, provides product quotes and delivery lead times, and develops training materials. The successful candidate is customer-focused, comfortable with technology, detail-oriented, and able to work collaboratively in a fast-paced environment. Flexibility to work off-hours when needed is required; this may include one evening per week until 7:00 PM and occasional Saturdays. Bilingual English and Spanish candidates are encouraged to apply.

Requirements

Excellent customer service, communication, and critical thinking skills to train and troubleshoot for 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 some knowledge of 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, potentially including one night per week until 7:00 PM and occasional Saturdays.

Nice To Haves

Bilingual English and Spanish.
Canva Pro and MS Publisher experience; 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, resolving questions and concerns about publication creation, file transmission, printed-product delivery, and auxiliary services.
Train customers to create publication files using desktop publishing software and transmit electronic files to LPi systems.
Assist with transmission times, shipping and delivery issues or changes, contact information updates, and other customer service matters.
Accurately and consistently update database information and call logs.
Coordinate with printing and shipping departments on deadlines, courier rescheduling, reprint verification, and timely transmission and delivery of weekly publications.
Monitor incoming file queues, identify problems with publication files, explain necessary fixes to customers, and provide training when appropriate.
Collaborate with multiple departments to resolve printing and delivery issues.
Run and interpret database reports, including late and invoicing reports.
Conduct welcome calls for new customers, explaining services and verifying contact and contract information.
Contact 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 collaborate across functions and centers to generate ideas and share knowledge.