Essential Duties

Work Area Main Job Duties
General
• Ensure customer issues and escalations are resolved or further escalated as appropriate
• Conduct quality checks on work to ensure accuracy and required output is to standards
• Adhere to all safety procedures
• Perform backfill duties for absent coworkers, scheduling of mail/print staff and print production
• Perform other duties as assigned by Manager
• Adhering to contracted service levels, tracking volumes, customer reporting etc.

Areas of Focus

Customer Service
• Liaison with clients advising on available services and negotiation of turnaround times for service requests
• Building positive client relationships and exceeding expectations
Reviewing customer job requests for Mail and Print

Print and Finishing
• Perform basic digital print production
• Clean and maintain finishing equipment to ensure optimal use
• Perform colour calibration using densitometers and perform CMYK colour adjustments.
• Record meter reads, process production forms and maintain records
• Printing of critical insurance documents and adherence to customer defined service level agreements and turnaround times. Troubleshooting print files, proofing, QC work performed
• Bindery and finishing tasks
• Training staff on all mail and print functions

Mail Services
• Incoming couriers and Canada post. Supporting outgoing Purolator activities.
• Investigating shipping issues and customer communication
• Set up and operate high level mail equipment such as: mail inserters, sorters and finishing equipment in
automated high speed / high volume environment

Administration as assigned


ESSENTIAL FUNCTIONS:
• Provides support to all Client Associate positions to facilitate client deliverables
• Provides backup and peak workload support
• Establishes support coverage schedules with Operations Managers and Site Leads
• Supports training of new employees, as required
• Supports administrative tasks, as required
• Communicates to Site Lead and Manager all process opportunities identified during support period
• Provides operational support for print, mail, courier and imaging equipment and operations
• Provides outstanding customer communications and client service
• Ability and willingness to learn and develop
• Travels to supported accounts using reliable dependable transportation
• Flexibility to adapt to various client environments in an organized and professional manner
• Ability to work in a team environment or single person environment with minimal supervision
• Able to lift and move up to 50 pounds

SKILLS:
• Ability to resolve and escalate issues
• Excellent verbal and written communications
• Excellent organizational and time management skills
• Ability to manage multiple tasks
• Computer skills
• Basic knowledge of file conversion or graphic arts applications such as Adobe Acrobat

EXPERIENCE:
6 months to 1 year experience delivering customer service and proven experience in Services Delivery positions. (Required for level 2 position)

EDUCATION:
Minimum High School diploma or equivalent

EDUCATION VERIFICATION REQUIRED:
Yes