Customer Service Representative

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Overview

Yale Printing & Publishing Services (YPPS) is the University's internal communications service provider, offering solutions including digital and wide-format printing, binding, graphic design (print and digital), web design/development, mailing, and specialty promotional items.

The Customer Service Representative serves as the primary liaison between clients and the in-house design and print production team. This role manages print and graphic design projects from intake through final delivery, ensuring accuracy, quality, budget adherence, and on-time completion.

The position requires a strong understanding of print production processes, digital file types, file preparation, and pre-flighting. This position will be in-house focused but also work closely with and support the outsourcing team to procure outsourced printing and branded specialty items with approved external vendors.

Project Management

• Serve as the primary point of contact for clients from project initiation through delivery.
• Manage multiple concurrent print, digital, and branded merchandise projects with varying complexity and deadlines.
• Develop production timelines and ensure milestones are met.
• Provide accurate estimates and manage projects within approved budgets.
• Coordinate internal production schedules with design, press, bindery, and finishing teams.
• Track project status and proactively communicate updates to clients and stakeholders

Print Production Oversight

• Review and pre-flight client files to ensure print readiness, proper formatting, color accuracy, bleeds, resolution, and specifications.
• Advise clients on file setup, paper stocks, finishing options, and production methods.
• Ensure adherence to brand standards and institutional guidelines.
• Troubleshoot file or production issues and recommend solutions.

Vendor & Outsourcing Management

• Source, evaluate, and coordinate with external print vendors and promotional product suppliers.
• Manage production of outsourced print jobs and branded specialty items, including apparel, signage, promotional items, and event materials.
• Obtain competitive pricing and negotiate terms when appropriate.
• Review proofs and samples for quality control.
• Ensure vendor deliverables meet institutional standards and deadlines.

Customer Service & Communication

• Build and maintain strong relationships with internal clients and campus partners.
• Clearly communicate technical requirements in accessible language.
• Provide proactive guidance to improve efficiency, cost-effectiveness, and quality.
• Handle high-pressure situations with professionalism and diplomacy.

Required Skills and Abilities

1. Strong knowledge of offset and digital printing processes, bindery/finishing, and print specifications.
2. Experience with digital file preparation and pre-flighting (Adobe Creative Suite proficiency required).
3. Experience with the Microsoft Office Suite / Copilot
4. Experience coordinating outsourced print and promotional product vendors.
5. Demonstrated ability to manage multiple projects under tight deadlines. Excellent written and verbal communication skills. Highly organized, detail-oriented, customer-focused, and thrives in a fast-paced, deadline-driven environment.

Preferred Skills and Abilities

1. Experience working in an in-house university, corporate, or institutional print environment.
2. Familiarity with print MIS or job tracking systems.
3. Knowledge of postal regulations and mailing processes.
4. Experience managing branded merchandise programs or promotional product sourcing.

Preferred Education and Experience

Bachelor's degree plus 4 years of print production and customer service work experience in a high-volume digital printing facility or an equivalent combination of education/experience.

Principal Responsibilities

1. Determines client printing needs. 2. Develops cost and time estimates, printing specifications and schedules. 3. Monitors jobs for accuracy, completeness, quality and timeliness. 4. Recommends changes in procedures and operations. 5. Performs additional functions incidental to production activities.

Required Education and Experience

Six years of related work experience, four of them in the same job family at the next lower level, and high school level education; or four years of related work experience and an Associate's degree; or little or no work experience and a Bachelor's degree in a related field; or an equivalent combination of experience and education.

Physical Requirements

Occasional use of machines that require little training to operate.