Duties & Responsibilities
Opens dockets and assesses materials received.
Enters data for all jobs and project alterations in system.
Ensures all procedures for internal job costing are followed.
Orders barcodes and verifies barcode accuracy in each job.
Ensures accurate information of design files, layouts and specifications received from sales and/or customer and coordinates
with appropriate sales and/or customer. Information is used to complete “Product Definition” of each job.
Aids sales in the write-up of jobs, when required.
Documents any and all correspondence pertaining to each job.
Calculates appropriate price quotes for jobs from internal price guides, depending on account structure.
Enters requisitions and coordinates outside services as required by Production department.
Ensures PO numbers are received and quotes are prepared prior to job shipping.
Completes all shipping papers.
“Closes out” jobs within 48 hours of job shipping.
Files all current and accurate working materials in specified locations.
May determine ink requirements for press and customer review and approval if providing on-site customer support.
Checks all materials and proofs prior to being issued to customers to ensure accuracy and accordance with internal quality
Approves internal colour work for jobs through liaison with Colour Manager.
Coordinates and/or participates in art turnover meetings with Production Manager(s) and operators to ensure correct
transfer of information is given for job completion.
Liaison with sales and/or customers to obtain missing information or materials. May communicate directly with customer
depending on account structure.
Participates in customer meetings with or without sales staff as an information source and to ensure positive customer
Provides sales and/or customers with status of current jobs to ensure customers kept updated.
Advises sales and/or customers of any delays in meeting delivery dates.
Advises Production department of any special customer requirements.
Liaison with front-end, sales, production, scheduler and plants to ensure accurate and complete information provided to
complete jobs. If providing on-site customer service, will communicate directly with customer production/scheduling staff.
May liaison and work with suppliers to prepare orders to meet customer needs.
May prepare documentation for customer press.
Ensures customer supplied inks and stocks are received when necessary.
Customer Service Support:
Answers and solves customer’s queries.
Learns layout requirement for each customers and ensures prompt response to layout questions.
Ensures any customer concerns or issues are addressed by advising Customer Service Manager/Account Manager and
following up as necessary.
Advises Customer Service Manager/Account Manager of any difficult obtaining quotes or P.O. numbers.
Knowledge & Skills Required
Completion of post secondary university or college degree, preferably in graphics communication management and/or design
Solid experience in customer service, preferably in a packaging environment.
Strong understanding of the graphics packaging industry.
Strong knowledge of job costing procedures.
Excellent organizational and time management skills.
Excellent interpersonal and communications skills, both written and verbal.
Proven customer service skills and ability to deal effectively with difficult customer situations.
Proven team player.
Ability to multi-task in high-pressure situations.
Ability to work with minimal supervision.
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