Customer Service and Print Support Coordinator

at  Carleton University

QUALIFICATIONS:

The incumbent must possess the following qualifications:

• Excellent organizational skills, attention to detail, and the ability to solve logistical problems.
• A high degree of independence, allowing for initiatives to develop flexibly, quickly and appropriately.
• Demonstrated initiative and the ability to foster change in a team environment.
• Ability to exercise discretion, good judgment, and solid decision-making.
• Ability to provide a high-level of customer service and thorough understanding of the Service Excellence framework.
• Strong interpersonal skills are necessary to interact with a large team, on-campus partners, and the general public.
• A proven ability to elicit and foster trust, develop positive working relationships and work effectively with other professionals.
• The incumbent must exhibit flexibility and demonstrate the ability to adapt workflow and processes to meet organizational needs.
• Ability to work effectively under pressure of high volume in a complex environment with many competing deadlines. Time management abilities are essential.
• Experience in handling financial transactions.
• Strong knowledge of Print Management software and an overall aptitude for using information technology.
• Thorough knowledge of the digital and litho press operations as well as a good understanding of the offset trade.
• Thorough knowledge and understanding of cost factors involved in print production.
• Knowledgeable and experienced in working with computer software that apply to desktop and prepress workflow. Such software includes but is not.limited to: Adobe Acrobat, Photo Shop, Illustrator, In Design; Quite Imposing; Numbering Star and Apogee
• Good colour perception in order to meet job specifications.
• Ability to communicate effectively, to demonstrate tact, diplomacy, and good judgment are qualities that are essential for this position.
• Confidentiality is imperative as position may involve access to highly confidential materials such as senior management reports and student examinations.

EDUCATION AND EXPERIENCE:

The above is normally acquired through the completion of:

• 2 year post-secondary program in business or print media is required.
• Four years of progressively responsible work experience in a client service desk and print operations area

Managed by the Assistant Director (Operations and Planning), and supervised by the Administrative and Process Coordinator, the incumbent is responsible for the coordination of customer communication, supply inventory as well as assisting in digital print and file preparation. The operation of The Print Shop focuses on the provision of print, copying and graphic design services to students, guests, staff and faculty of the University as well as the general public.
The Customer Service and Digital Print Support Coordinator is often the first point of contact for customers of The Print Shop and, as a result, interactions set the tone for the customer experience. This role is critical to maintaining the excellent reputation The Print Shop has earned as a Service Excellence operation.