Client Services & Distribution Specialist

Schedule Information: Monday - Friday 8:00 a.m. - 4:30 p.m.

Hours per Week: 37.5

Benefits: Health, Dental, Life & Disability; Sick, Vacation & Holiday Pay; Personal Business; Harper Tuition Waivers; and Professional Expense

Work Conditions: Work is primarily indoor and sedentary in nature. May require some seasonal flex shifts including some early mornings and later evenings and weekend responsibilities, as needed, to meet departmental objectives.

Duties of Position: Responsible for coordinating quality execution of customer projects, ensuring each job stays on track, is completed on time and provides a customer service communication link between the production/distribution area and the customer. Assists with setting departmental service goals and benchmarks and recommends procedures and workflow/service processes to meet those goals. Serves as College liaison for all mailing related issues.

Responsible for error-free execution of customer projects, including the following responsibilities:

• Coordinate and facilitate all print production and distribution of customer materials.
• Coordinate customer, graphics, production, fulfillment and vendor teams, as necessary.
• Receive customer inquiries and requests, obtain and assembles information and specifications and submit to external estimator for pricing or estimates pricing for internal projects.
• Prepare price quotes or proposals, confirm information when receiving order, and write work orders and purchase requisition for materials.
• Create or follow schedule and progress, providing updates as required.

Develops and implements departmental workflow/service processes and procedures to meet goals, including but not limited to quality assurance and service. Provides direction to external print and mail vendors. Provides direction on project scope and objectives, and the role and function of each stakeholder to effectively coordinate team activities. Responsible for managing and executing essential College USPS mailing permits, regulations, accounts and data. Uses external software to develop, enhance and launch online services such as templates, storefront items and other web-based services.

Client Services:

Assists with increasing the department’s customer service performance based on departmental metrics, i.e., time to complete, waste, etc.

Runs reports based on key performance indicators and analyzes data to assist with setting goals to support departmental plans.

Continually works to optimize department workflow and processes to achieve measurable improvements to operational efficiency and to keep pace with volume growth and industry technological advances.

Identifies, evaluates, and works with vendors and other outside resources to meet client/departmental needs and to champion cost efficiency opportunities.

Coordinates successful completion of projects by coordinating with Marketing Specialists, Graphics and Project Specialist, Distribution and Production Supervisor to meet all deadlines and client expectations ensuring technical and standards/regulatory/legal requirements are met.

Communicates project status and risk to stakeholders, team, and partners, escalating further when appropriate; identifies and monitors risks and develops response plans when necessary.

Drives on-time/on-budget project delivery by leading client/Specialist status communications and overseeing timelines and incoming job specifications.

Assists with ensuring the front-end user experience on the various platforms (MIS system, online storefront, template, web submission solution and other online services) is easy to understand and efficient. Identifies and executes the deployment of templates and other web-based services.

Assists with training departmental and campus users on online templates, storefront ordering and web submission.

Works with Purchasing Department on print vendor RFPs or contracts under the oversight of Manager.

Distribution:

Communicates all mailing services and best practices to the college and serves as a college liaison with US Postal Service.

Responsible for securing and maintaining the College’s mailing permits in good standing, including nonprofit first class, bulk and periodical, with the U.S. Post Office. Oversees all specifications and documentation.

Responsible for ensuring all external mail vendors use only Harper approved and formatted lists e.g. de-duping and do not mail exclusions. Ensures vendors comply with USPS regulations, permit usage and college processes and best practices.

Analyzes and updates carrier route mailings specifications and recommends most efficient options based on client needs. Updates carrier route lists with USPS, as necessary.

Procures and manages various databases including the college’s master “Do Not Mail” list and recommends internal lists, as necessary.

Manages Postal Service-approved and required reports and mailing statements for all classifications of mail for use by the USPS to process college mail.

Responsible for postage account billing and fund deposits are made with the Post Office for all mailing types to ensure uninterrupted mailing services for the college.

Stays current with legal and government changes and updates.

Routinely handles confidential information (class rosters, grades, tests).

Performs other duties as assigned.

Educational Requirements: Associate degree in business, graphic arts or equivalent work experience required. Bachelor’s preferred. Certifications in project management, USPS, e-commerce and print industry preferred.

Experience Requirements: Minimum of three years' experience in graphic arts and print production environment with an emphasis on customer service and client interaction. Experience in web-based MIS software solutions and end-user training required. Proficient with current version of Adobe Creative Suite, other graphic arts software. Proficient in Microsoft Office 365. Must understand Macintosh Operating System and competence in Windows PC Operating System. Demonstrated project management skills including resource allocation, risk management, project finances, and vendor management.

Application Review Date: Applications are accepted until the position is filled though priority will be given to applications received on or before: December 3, 2021

Requir ed Documents: ***A resume and cover letter are required to complete the application process***

* Official transcripts required upon hire
* Employment is contingent upon Criminal Background Check.
* Employment sponsorship is not available.

Harper College is an Equal Opportunity Employer. We strive to create an inclusive learning and working environment where individual differences and identities are respected, valued and embraced. We encourage women, people from historically underrepresented groups, individuals with disabilities and veterans to apply.

Harper College is an Equal Opportunity Employer. We strive to create an inclusive learning and working environment where individual differences and identities are respected, valued and embraced. We encourage women, people from historically underrepresented groups, individuals with disabilities and veterans to apply.

Advertised: November 19, 2021 Central Standard Time
Applications close: