Experienced Printing Customer Service Representative - HeiTech Services

The Printing Customer Service Representative is responsible for greeting and interfacing with clients in person, via telephone, and the printing email box and coordinating the receipt of jobs within a PDF work flow high volume digital duplication plant. Candidate must have strong people skills, be detailed oriented, and be able to work on multiple projects in a time sensitive environment utilizing multiple pre-established guidelines. Applicant must have a working knowledge of PDF preflight, digital production, and job finishing in able to successfully communicate with clients and complete internal job tickets and numerous reports.

Duties

• Greets and interface with clients (via telephone and email), and provides job submission guidelines including the use of approved forms and job submission requirements
• All requests are tracked in real time with fields updated within 2 working hours of any change, per established guidance provided by the Program Area POC
• Determines whether requirement can be completed in-house or if the job will be produced commercially
• Verifies the accuracy of client job requisitions including the completeness of information required to communicate accurate job completion and all information including accounting information and signatures are provided
• This position will determine print specifications for a variety of publications and forms. Print specifications include: determinations regarding kind of paper, size of the publications, appropriate finishing, use of color, etc. Prepare job specifications, change orders, and cost estimates
• Provide clients with feedback regarding any file issues and/or recommended revisions for in-house job requests
• Coordinates client expectations with provided printing and finishing services
• Prepare Duplicating Service Request (DSR) with detailed print instructions
• Prioritize work flow based on due dates and job requests and communicate this information as well as any deadline issues to the Print & Mail Operations Supervisor
• Contact vendors for equipment service and record the call and service dates
• Able to preflight all submitted PDF files or hard copy for accurate printability and finishing requirements
• To be successful, the candidate will be expected to possess strict attention to detail, exceptional customer service, demonstrated organizational and problem resolution skills, working knowledge of high end printing technology
• Reviews customer requests for copiers to identify the most suitable MFDs, multifunction devices, for their programs and make approval recommendations to the NOAA Copier Manager
• Ensures customers receive their copier procurement authorizations upon the Copier Manager's approval
• Upon request, fulfill ad-hoc data calls for information from the Program Area POC or customers on program utilization, costs, or other analysis needs
• Order supplies as needed
• All other duties as assigned in order to backfill positions as needed

Requirements

• Working knowledge of high end printing and color technology
• Demonstrated experience performing pre-flight on all accepted print jobs
• Customer service skills in interacting with clients verbally and in writing to collect job specifications, communicate job status and deliver final product
• Excellent verbal and written communication and negotiation skills.
• Demonstrated experience meeting with the customer to determine needs, solicit feedback, and implement solutions to address issues
• Demonstrated ability in time management, planning and organization skills
• Ability to learn the Service Now platform which is used in the Printing Program for all job requests and reports
• Ability to maintain effective working relationships with others
• Ability to communicate, in English, effectively both orally and in writing
• Ability to perform basic math skills such as addition, subtraction, multiplication and division
• Demonstrated ability as a print operator with hands-on experience running print jobs using digital equipment

Minimum Education and Experience Required

• Must possess a high school diploma and a minimum of two (2) years of printing experience
• Have a working knowledge of high volume digital copier/printers and various finishing requirements
• Be proficient with Adobe PDF with ability to read preflight reports
• Have working knowledge with commercial off the shelf (COTS) products related to digital printing, e.g., print servers, Adobe Creative Suite and Acrobat Professional, Fiery Command Workstation, color calibration and imposition
• Have proficient skills in Microsoft Office products, primarily Excel and Word
• Be proficient with use of Command Workstation
• Be proficient in transcribing data from one report to another
• Be proficient working with Google Suite platform
• Working experience with GPO (U.S. Government Publishing Office) preferred
• Must be a U.S. Citizen to qualify for this position

HeiTech Services is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, age, sexual orientation, disability or veteran status.