Customer Relations Rep

**General Description**

Reporting to the Printing Services Manager, the Customer Relations Representative (CSR) is the key link between the customer(s) and operations team, employing creative thinking to tease out the customer’s needs and translate the requirements into production specifications. MPS is known for its superior customer service and places significant emphasis on the customer experience. Success in this role is dependent on your ability to work as part of a close-knit team, and thrive in an environment where multi-tasking is not only expected, but is core to the role. Finally, the CSRs are the hub around which the various MPS departments operate and their work is fundamental to our reputation and standing within the University.

**Posting Details**

**Schedule**
- Monday to Friday, 8:30-4:30

**Education Level**
- 2 year Community College diploma in Office Administration or related field of study.
- Requires 3 years of relevant experience.

Job Summary:

Purpose and Key Functions:

- Assess all incoming requests for services and prepare production instructions for offset and digital print, bindery, shipping, outsourcing and sub-contracting activities.
- Translate project specifications into production 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 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.
- 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.
- Participate in client meetings.
- Promote web-to-print solutions to clients.
- Provide explanations of printing technologies with an understanding of cost effective printing formats.
- Ensure that the department billing system reflects the current costs of all materials and supplies.
- Monitor budgets and reconcile accounts. Complete financial forms such as travel expense reports, electronic cheque requisitions, purchase orders and journal entries.
- Prepare and disseminate invoices for services rendered.
- Maintain current pricing on all materials and supplies and ensure that the department billing system reflects the current costs.
- Source contracted services, identify vendors, and obtain quotes.
- Receive and record all associated work requests and applicable billings.
- Review paper samples received from distributors and identify the appropriate ink colour according to the established colour guide.
- Write a variety of documents such as reports, correspondence, and minutes.
- Create, update, and maintain information in a variety of spreadsheets.
- Open and distribute incoming mail and faxes.
- Prepare outgoing mail, faxes, and courier shipments.
- Maintain filing systems, both electronic and hard copy.
- Maintains confidentiality of information.
- Update and maintain knowledge of copyright law.

**Requirements**:
2 year Community College diploma in Office Administration or related field of study.
Requires 3 years of relevant experience.

JD#: JD00722

**How To Apply**

**Employment Equity Statement**

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and, within the lands protected by the “Dish with One Spoon” wampum agreement.