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Customer Service

Employer
University of Oregon
Location
Oregon, United States
Salary
Salary Not specified
Posted Date
Jan 20, 2022

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Position Type
Faculty Positions, Business & Management, Management
Employment Level
Administrative
Employment Type
Full Time
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Customer Service & Outsource Coordinator

Job no: 528794
Work type: Classified Staff
Location: Eugene, OR
Categories: Administrative/Professional, Business Administration/Management, Communications/Public Relations/Marketing, Planning/Project Management

Department: Print Services
Classification: Project Coordinator
Appointment Type and Duration: Regular, Limited
Salary: $24.22 - $37.07 per hour
FTE: 1.0
Review of Applications Begins
Position closes February 9, 2022
Special Instructions to Applicants
To be considered for this position, applicants must submit a complete application including an online application, a resume and answers to the following supplemental questions:
1. Describe your experience managing customer expectations when a request cannot be accommodated.
2. Describe a time when you needed to convince a customer or teammate to change the way they were working (e.g., adopt a new procedure or modify their project) and how you went about doing so?
3. Describe a time that you were asked by a peer or supervisor to do something outside of the scope of your normal duties, how did you handle this situation?
Department Summary
Print Services is a unit within Campus Operations in the Vice President of Finance and Administration (VPFA) portfolio. Finance and Administration is a vibrant and varied portfolio serving all aspects of campus life. Our employees perform a wide range of functions including offering essential financial tools and support to the university's many departments, providing key resources to employees, and keeping campus safe, clean, accessible and beautiful.

Print Services serves campus community needs for printing and mailing services and products. Having started more than one hundred years ago, the department has $4.4 million in annual revenue. Products and services include both digital and offset print, full service bindery capabilities, mail list preparation and bulk mail handling. The department has graphic design services, and a satellite copy center in the student union. The department covers and produces the business management function related to copyright and the student course packets. The department manages the fleet copier and printer programs; its billing and equipment. The department handles a number of vendor-related relationships. The department includes four auxiliary business units.

VPFA Employee Spotlight: https://vpfa.uoregon.edu/vpfa-employee-spotlight
Position Summary
This position will act as the liaison between the Print Services department, outsource print vendors, community partners, and the campus community. The primary purpose of the position is to coordinate the outsourcing of print projects. Project coordination includes determining the scope of the project and resources required, identifying and defining specifications from the requesting department or outside agency, clarifying needs and expectations, explaining limitations and print processes, and synthesizing client communications and specifications into formal quotations to be sent to qualifying print vendors.

Position coordinates and schedules meetings between the printing department, clients, and outside representatives when necessary. Position acts as a representative of the Print Services department to both internal and external stakeholders. Position will create internal estimates to determine an acceptable price level, and analyze whether certain production operations should be performed in-house; including, but not limited to bindery and mail services. Upon appropriate acceptance of proposed estimate this position will initiate print production, conduct press checks when necessary, coordinate the proofing process, and track and negotiate expected production schedules.

This position will determine which responding print vendor best suits the needs of the university. Vendor qualifications include price evaluation, business relationship, production times, and quality of work. Once a qualified vendor is chosen, this position will coordinate the project with the vendor and the university department.

This position will track project status to ensure progress toward completion and modify project plans when necessary to meet project deadlines. Position receives completed print pieces and corresponding purchase orders, ensures documentation is complete and accurate, and stages job for delivery. Position will close completed jobs within the department's job tracking software and prepare the data for invoicing. Position monitors outside vendor performance and advises Manager if a vendor is performing at a substandard level. Position will track and report vendor production performance.

Outside of managing print projects, the position will share current and future production capabilities, understand customer current and future needs, and make recommendations where applicable. This position will proactively seek and understand new print technologies and vendor capabilities. They possess the necessary technical knowledge to provide advice, suggestions, and guidance to campus departments and outside agencies on all printing needs. This position will promote the products and service of UO Print Services and act as the “go to” for campus community's printing needs.

Position duties include data entry, file preparation and review, scheduling, vendor negotiations, customer support, project tracking, and delivery. Position assists Manager with recommendations for equipment purchase and upgrades, and may be asked to assist in seeking replacement outsourced print vendors if required or deemed necessary. Position may require some limited travel to vendor locations.

Actively demonstrates commitment to the university's affirmative action and equal opportunity goals and plans and provides leadership at the department level and within the university as a whole on all aspects of the university's diversity plan.
Position maintains the highest level of ethical standards within the department and within the university.

It is an essential requirement of this position to qualify for and maintain UO driver's certification eligibility, which includes maintaining an Oregon driver's license throughout employment in this position.
Minimum Requirements
  • Four years of experience as an executive assistant, administrative analyst, researcher or administrative officer which included administrative duties, provision of technical assistance, or operations review. Two of the required years must have included administration or oversight of an on-going project or program.
  • A Bachelor's degree in Business Administration, Management, Public Administration or a closely-related field may be substituted for up to two years of the required experience. There is no substitution for the two years of administrative experience.
  • Preference may be given to individuals with experience in a specialty area specific to the position opening.
    Professional Competencies
  • Excellent written and verbal communication skills
  • Work effectively in a diverse team environment and create effective relationships for problem solving and positive interactions
  • Take initiative, proactively seek solutions to internal and external challenges
  • Detail oriented with the ability to actively manage a wide variety of projects and timelines simultaneously.
  • Maintain a safe and safety-conscious workplace
  • Maintain a respectful workplace and model a positive and motivated attitude
  • Model the highest ethical standards
  • Provide superior customer service
    Preferred Qualifications
  • At least 3 years experience working in print production, specifically offset printing, bindery, and mailing
  • At least three years of offset, digital, and specialty print sales
  • Bachelors degree in print technologies, print management, graphic design, marketing, project management, or a similarly relevant field
  • Experience with print estimating including database programs and reporting
  • Experience with preflight and file prep software such as InDesign, Acrobat Pro, and/or Pit Stop Pro.

    FLSA Exempt: No

    All offers of employment are contingent upon successful completion of a background inquiry.

    This is a classified position represented by the SEIU Local 503, Oregon Public Employees Union.

    University of Oregon students and employees are required to be fully vaccinated against COVID-19. For additional information see: https://coronavirus.uoregon.edu/vaccine.

    The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans, and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.

    The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at uocareers@uoregon.edu or 541-346-5112.

    UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.

    In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at https://clery.uoregon.edu/annual-campus-security-and-fire-safety-report.



    To apply, visit https://careers.uoregon.edu/en-us/job/528794/customer-service-outsource-coordinator jeid-26c9767162d5394eb88efefa7362583d
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