Support Professional, Print & Mail Solutions

Grand Rapids Community College • Grand Rapids, MI

7d • Onsite

About The Position

The Support Professional position for Print & Mail Solutions is responsible for utilizing effective communication, professionalism and technical skills being the first point of contact for customer service to our internal and external customers. This position provides support for reviewing, updating and submitting orders. In addition, this position is responsible for estimating, processing and billing orders for departmental products and services, invoices for departmental purchases, receiving payment for orders, billing reports for external customers and working closely with financial services to ensure all orders are paid for.

Requirements

• Associate’s degree required or comparable combination of relevant education and experience
• Minimum of three (3) years of experience in a customer service position required, preferably in higher education
• Experience working with or in a printing environment with knowledge of paper and printing processes preferred
• Finalists must possess excellent proofreading skills and have aptitude for detailed work and communicating.
• A skills assessment may be required
• Proficient computer skills-Windows computing environment, Word, Excel, and general keyboarding ability and willingness to learn College Wide Information System, Perceptive Content, and Print Shop Pro.
• Knowledge and ability to use Adobe Suite software, mainly Acrobat and InDesign.
• Possess excellent proofreading skills and be extremely detail oriented.
• Must enjoy working with the public and possess good oral and written communication skills; ability to manage high volume of service requests via phone and in person promptly, courteously and professionally.
• Maintain knowledge of current postal regulations and guidelines for different types of mailing projects.
• Adapt to changing technologies and procedures.
• Knowledge of paper specifications, files types, and document setup for printing processes and procedures.
• Ability to work independently and efficiently to perform daily routines and unexpected duties without direction and supervision.
• Ability to work under pressure with many interruptions from both customers and production staff.
• Ability to respond courteously and appropriately to telephone and personal inquiries.
• Willingness to ask questions and communicate within a team environment.
• Display patience, diplomacy, and excellent public relations skills; project professional image.
• Ability to serve students of diverse backgrounds, educational levels, and linguistic abilities.
• Must be efficient and possess good organization, problem solving, decision making, and complaint resolution skills.
• Willing and able to work as a member of a team.
• Ability to lift and move up to 50 pounds
• Ability to sit for extended periods of time
• Ability to traverse around campus to make occasional deliveries
• Able to work indoors in an office setting with extended computer usage daily.
• Must be able to work flexible hours as needed to maintain office coverage during department hours.
• Ability to handle frequent interruptions.

Responsibilities

• Greet and collaborate with customers assuring that they are always met with consistently knowledgeable, creative and friendly service, helping them submit orders and order pick-up.
• Answering the phone, monitoring email and responding to inquiries using effective communication skills providing information in accordance with their needs such as billing information, placing an order, or answering questions regarding the department capabilities, mailing services or directing them to available online resources when appropriate.
• When requested, prepare customer price estimates showing appropriate processes and materials providing final costs to the customer before a job is produced.
• Process incoming print orders assuring complete, clear and accurate information for production are input using the department print management system. This includes, when needed, comparing to previous orders for complete and accurate materials and production information is explained clearly for pre-press and production staff.
• Review customer account information making sure addresses and tax-exempt paperwork is accurate and up-to-date before assigning and maintaining customer account numbers for use in the business management system.
• Process cash and Raider Card payments providing receipts for services and products produced that are sold to COD customers.
• When orders are completed, review final paperwork and compare to the electronic order for materials and labor accuracy assuring the price is correct.
• Review and prepare multiple billing reports and send to the appropriate departments in a timely manner, including: Print & Mail Solutions customer tax reports through the Print Shop Pro software Postage Reports from the United States Postal Services for postage use Campus copier/printer billing reports for all department and lab charges using the campus PaperCut software Scanning invoices and inputting vendor, account number and pricing information into Perceptive Content for Director approval
• Cross reference all production finished orders in the system to physical tickets to make sure all jobs are accounted for on a regular basis and to make sure nothing gets missed for pick-up, delivery, and billing.
• Review, verify, and update estimates for orders sent to vendors with pricing from invoices received for an order by keeping files up to date with current cost and vendor information.
• Assure that costs are correctly attached to appropriate job numbers and submit to Director for payment signature when applicable.
• Stay up-to-date on all software changes and updates for both the customer side and business side of the Print Shop Pro software to better serve our customers and processing of orders.
• Provide assistance with internal financial reports as needed by the accounting department and external financial reports with Student Financial Services to ensure all invoices are paid.
• Maintain appropriate levels of department office, print shop, mail room supplies and keep supply area well organized, ordering with fiscal responsibility and staying within departmental budgets.
• Use of People Soft for looking up appropriate purchase orders and requisitions when needed.
• Archival and filing of completed job tickets and production samples in numerical order.
• When the Manager of the department is unavailable, assist with vendors, managing schedules, ordering products, etc.
• Perform other office duties as required to maintain an efficient, professional environment and provide the best possible customer service and satisfaction.
• Offer assistance in other areas of the department when workload is heavy in those areas and workload in the front office is lite.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position
• Perform other related duties as assigned

Benefits

• Health Coverage: Six health insurance plan options, including one with no health insurance premiums.
• Time off: Enjoy substantial vacation time.
• Wellness Program: Access resources for physical and mental wellbeing, and an onsite gym membership.
• Continuous Learning: Career development and educational opportunities.
• Retirement Plans: Secure your future with our retirement options, including a state retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree