Customer Experience Associate

5 months ago

Hamilton, Canada McMaster University Full time

**Schedule**
Monday - Friday 8:30am - 4:30pm

**Education Level**
2 year Community College diploma in Graphic and Print Production or related field of study

**Career Level**
Requires a minimum of 3 years of relevant experience

**Vision & Mission**

Vision: Creativity. Innovation. Excellence. _The MPS Experience._

Mission: Our mission is to harness creativity, embrace innovation and attain operational excellence so that we can continue to provide exceptional customer service to McMaster’s faculty, staff, students, and community partners, and implement innovative solutions that deliver a consistent brand experience across diverse media platforms.

**General Description**

The Customer Experience Associate acts as the first point of contact between all customers and the department. Responsible for receiving and assessing all incoming requests for products and services and preparing production instructions for all areas of operation, including Printing Services, Creative Services, and Fleet Services. Interacts with clients to determine their expectations and translate their needs into technical specifications. Requires a thorough understanding of print production processes and the ability to work through complex, multi-component jobs. This position plays a critical role in prioritizing competing requests and ensuring deadlines are consistently met. Performs shipping and receiving duties for the department.

**Representative Duties & Responsibilities**
- Assess all incoming requests for services and prepare production instructions for print, signage, wide format, bindery, shipping, outsourcing, design, multimedia, and sub-contracting activities.
- Review project specifications, including signage type, product details, printing details, including size, materials, installation requirements, and deadlines to understand the scope of work.
- Review creative services specifications for graphic design and multimedia requirements, including timelines, budget, and scope of work.
- Translate project specifications into print production and graphic design instructions.
- Prepare production instructions and ensure that all applicable production processes have been identified and articulated clearly and concisely.
- Meet with and identify customer expectations regarding technical specifications such as paper, ink colours, quantity selection, and printing process finishing options.
- Review all client files, including bleeds, crop marks, resolution, format, size requirements, and samples submitted and prepare customer quotations and estimates taking into consideration all relevant specifications and production processes required to produce the printed materials.
- Price projects on various presses or printing technologies offered by the division in an effort to maximize efficiencies and revenues.
- Collect, analyze and summarize information related to the decision making process and provide recommendations for review by manager.
- Build and maintain sustainable relationships with customers through open, respectful and interactive communication.
- Liaise with area supervisors, production assistants, designers, customers, vendors and other production staff in the department.
- Liaise with commercial printers and finishers to ensure the best fit for each project outsourced.
- Source contracted services, identify vendors, and obtain and communicate quotes.
- Participate in client meetings.
- Promote web-to-print solutions to clients.
- Respond promptly to customer inquiries through various channels.
- Provide explanations of printing technologies with an understanding of cost effective printing formats.
- Prepare and disseminate invoices for products and services rendered.
- Receive and record all associated work requests and applicable billings.
- Write a variety of documents such as reports, correspondence, and minutes.
- Open and distribute incoming mail.
- Prepare outgoing mail, and courier shipments.
- Maintain filing systems, both electronic and hard copy.
- Maintain confidentiality of information.
- Perform shipping and receiving duties, including: loading and unloading merchandise from trucks; verifying count, sorting and distributing incoming merchandise to appropriate locations; making local deliveries; updating and maintaining accurate information in the management information system; packing outgoing packages as per shipping specifications and completing appropriate documentation for all receipts and shipments.
- Move, arrange and assemble various furniture and equipment within the department.
- Update and maintain knowledge of copyright law.

**Supervision**
- Ensure adherence to quality standards and procedures for short-term staff.
- Provide orientation and show procedures to others.

**Qualifications**
- 2 year Community College diploma in Graphic and Print Production or related field of study.
- Requires a minimum of 3 years of relevant experience.

**Effort**

Physical Effort:
A typical work day consists of

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