Customer Service Representative - Publication Support

Come work as a Customer Service Representative - Publication Support at our growing company. When you join LPi, you do more than simply switch companies to advance your career. You become part of the LPi family, a group of talented professionals who drive innovation, embrace change, and celebrate our successes! If you are looking to make your next move to a company that's passionate about their people and what they do, then LPi is the place for you!
How Will You Knock It Out Of The Park?
You have a passion for your job. You have excellent customer service skills and are ready to assist our customers and help create success. You aren't afraid of deadlines, and you are an excellent servant leader that embraces change and celebrates successes!
The Publication Support Representative acts as the liaison between publishing account customers and LPi’s printing operation by providing service and support to customers via phone and e-mail regarding creation of their publication, publication deadlines, shipping and contact information, as well as proprietary LPi provided and/or produced software and services.
In this role you will:

• Delivers professional, efficient service via phone and email to resolve customer questions and concerns regarding the creation of their publication with desktop publishing software, the transmission of their file to LPi systems, the delivery of the printed product, and the wide variety of auxiliary services LPi offers.

• Provides the customer with the training and knowledge necessary to create, with desktop publishing software, and transmit a variety of electronic files for publication.

• Assists customers with transmission times, shipping and delivery issues or changes, contact information updates, and other customer service issues.

• Updates and maintains database information and call logs accurately and consistently.

• Coordinates with the printing and shipping departments to adhere to deadlines, rescheduling of couriers, verification of reprints and ensuring all publications for the week are transmitted and delivered.

• Monitors incoming file queues for problem publication files.

• Identifies problems with incoming publication files and contacts customer to explain, and potentially train on, the necessary fix.

• Collaborates with multiple departments to resolve printing and delivery issues.

• Runs and interprets a variety of reports from the database including late reports, invoicing reports, etc.

• Conducts welcome calls to new customers with an explanation of services, as well as verification of contact and contract information.

• Contacts customers with reminders for late or missing publication transmissions.

• Provides price quotes and delivery lead times to customers on a variety of printed products.

• Produces and updates training materials.

• Actively participates in continuous improvement and collaborates cross functionally and cross-center to further generate ideas and knowledge sharing.

The successful candidate will be/have:

• Excellent customer service, communication, and critical thinking skills to provide training and troubleshooting assistance for new and existing customers
• Strong knowledge of desktop publishing software: MS Publisher preferred, InDesign a plus.
• Strong attention to detail, creative thinking and results oriented skills
• Basic troubleshooting skills with the ability to resolve more complex, emerging and/or new software and issues related to publication support within LPi’s range of services
• Strong working knowledge of Windows-based, and to a lesser extent Mac-based, products and programs
• Knowledge of various software programs including: Adobe Acrobat Professional, database systems, remote technical support software, instant messaging and internet programs, a plus
• Strong organizational and multi-tasking skills
• Flexibility to work off-hours when needed, which may include one night per week until 7:00 PM and occasional Saturdays.
• Ability to work in a fast-paced, but collaborative environment

The successful candidate will possess:

• Minimum 2 years of customer service, including prepress or Graphic Arts related experience
• Bilingual in English and Spanish is a plus

LPi is the industry leader in stewardship communication, helping parishes create vibrant communities. At LPi, we believe vibrant employees matter! We are passionate, possess a positive team spirit, demonstrate servant leadership throughout the organization, embrace change and we love to have fun! Our products include ad-supported church bulletins, websites and newsletters, mobile phone applications, and stewardship workshops.
Embracing Our Differences. Changing The World.
We are an Equal Opportunity Employer
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Job Type: Full-time