One of our clients in the printing and consulting industry looking for a Site Lead (Print/Mail/Imaging Customer Service Role)
Length: 1 year contract with the possibility of extension
Location: Toronto, ON – Onsite
Work Hours: Monday to Friday 8:00am to 4:30pm

DESCRIPTION:
We are looking for a customer service-oriented candidate with a can-do attitude to help make our clients’ visions a reality. The ideal applicant will have strong communication and customer service skills. Attention to detail and the ability to both work on tight deadlines and roll with the punches during times when we are less busy are an asset.

The successful applicant will work as part of an 8-person team. Candidates must present a polished, professional image and be able to accomplish several tasks daily with tight deadlines. Candidates must possess proven multi-tasking abilities, be punctual and very personable; outgoing and customer service focused.

Print or mail experience is preferred. Supervisory or customer service skills are mandatory.

The person hired will be managing a front counter with customers requesting support in person and via email. All applicants must be very personable, outgoing with strong customer service experience.

ESSENTIAL DUTIES
• 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


URGENT: Please read the job description above. If this interests you, apply to the job with your most updated resume, including your contact number and email address.

The recruiter in charge of this role is Sunita.

If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this job description to them and you will be eligible for a referral bonus upon a successful hire.

Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply!