The Printing & Mailing Customer Service Rep is the primary mailing sales/customer service contact for Addressing & Mailing Services and also provides vital support to printing consultants and the entire printing and mailing operation. This position advises University staff on mailing guidelines and requirements, takes in and processes mailing orders, acts as a liaison between printing consultants and mailing operations, provides project management, provides customer service support to printing consultants, and works with production staff to ensure timely delivery of products and services.
35% External Customer Service • Maintains a high level of customer service by utilizing expert knowledge of USPS, timing, and pricing structures; responds to verbal and written inquiries • Consults directly with customers, providing information, making recommendations about mail piece design, providing accurate and timely cost estimates, and offering cost savings tips on mailing projects. • Collects information for mailing projects; accurately and efficiently writes mailing job tickets • Develops strong working relationships with University departmental customers, providing excellent customer service • Attends mailing industry seminars and participates in relevant training opportunities, remaining up-to-date on USPS rules and regulations • Assists in communicating USPS changes to departmental customers through workshops, website updates, and newsletters 35% Internal Customer Service • Acts as liaison between Printing Services communications consultants and mailing department • Provides mailing information, pricing, recommendations, and other mail-related consultation to printing consultants, designers, and other staff • Provides up-to-date training on USPS rules and regulations to printing consultants and other staff • Supports printing consultants by assisting with internal sales tasks, including estimating, ticket writing, customer communication, project tracking, communications with internal production staff, and billing • Works with customers to provide creative solutions to printing challenges • Coordinates production of printing projects with printing scheduler and other printing production staff • Reviews and bills jobs accurately and in a timely manner • Develops and maintains strong professional relationships with Printing Services and Mailing staff • Develops and maintains relevant expert knowledge of both printing and mailing operations • Provides project management as requested 20% Communication • Communicates effectively with both Printing and Mailing production staff to ensure successful delivery of printing and mailing projects • Works closely with University departmental staff to advise and consult on mailing issues • Develops and maintains strong professional relationships with a set of University customers • Communicates effectively with customers, consultants, vendors and staff, providing information and making recommendations • Works closely with staff to ensure a high level of customer service • Interact with co-workers and customers in a positive and respectful manner 10% Project Coordination • Initiates and coordinates special mailing projects that fall outside standard mailing processes
Essential Functions of the Position Advise customers, process mailing orders, consult with printing staff, coordinates and manages special mailing projects, provide customer service support, and work with printing and mailing production staff
Salary: $46,000 - $49,000
Minimum Qualifications BA/BS and at least two years of mailing, printing, or customer service experience or a combination of related education and work experience to equal at least six years. Demonstrated ability to understand and provide excellent customer service.
Knowledge, Skills and Abilities • Excellent verbal and written communication skills • Proactive problem-solving skills • Knowledge of core printing and mailing operations • Ability to effectively manage time, prioritize multiple projects, and meet strict deadlines • Ability to effectively adapt to latest technology; willingness to learn new techniques, software, and processes • Excellent organizational skills and ability to work independently and efficiently • Strong attention to detail • Demonstrated excellence in customer service • Ability to work effectively with internal and external staff • Detail-oriented and high degree of accuracy is necessary • Ability to prioritize, problem solve, and meet deadlines • Proven written, verbal, interpersonal and persuasion skills • Ability to balance multiple work demands and adapt to latest technology; willingness to learn new techniques, software, and processes
Internal Number: 333511
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.