Print Production Coordinator
Staples is the world’s largest office products company and a trusted source for office solutions. The company provides products, services and expertise in office supplies, copy print, technology, facilities and breakroom, and furniture. Staples invented the office superstore concept in 1986 and now has annual sales of $25 billion, ranking second in the world in eCommerce sales. With 90,000 associates worldwide, Staples operates in 26 countries throughout North and South America, Europe, Asia and Australia, making it easy for businesses of all sizes, and consumers. The company is headquartered outside Boston. More information about Staples (Nasdaq: SPLS) is available at www.staples.com/media. Staples values the diversity of our customers, associates and suppliers.
We offer very competitive benefits including; dynamic work environment, 401K, discounted employee stock purchase plan, adoption assistance, Annual Associate Scholarship Plan, Associate InventionQuest, training and development, "Work/Life" initiatives and other voluntary benefits such as pet insurance and identity theft protection. This all translates into exciting career opportunities with a talented team dedicated to personal and professional growth.
Print Production Coordinator - Sharon, MA
Position Summary:
The Print Production Coordinator (PPC) is a customer focused position responsible for customer satisfaction by providing services that enhance the sale and delivery of core products. This role encompasses extensive interaction with customers over the phone gathering data, data input, complex order processing, and order management. The PPC works with minimal instruction and supervision and interacts on a daily basis with Customers, Program Services Account Managers, Account Managers, and the production team accomplishing established business objectives.
Primary Responsibilities:
Customer Service and Sales
- Partner with sales team and General Manager to identify opportunities and develop solutions to generate sales
- Partner with GM and operations team to implement programs to improve sales and margin performance
- Responsible to work with sales team and GM on problem resolution to maintain highest levels of customer satisfaction
- Assist in customer tours and the development of customer presentations
- Provide accurate and timely price estimates for customers
- Is the primary customer contact for order placement and processing
- Confers with the customer, sales team, and GM throughout the production process to keep them informed of status, to solicit and resolve inquiries and complaints, to obtain approval of materials such as artwork or proofs, and to procure information and materials needed to process orders completely and correctly
- Input orders into production tracking and order entry systems in compliance with Staples established processes
Operations:
- Assist in the monitoring of quality within the production center
- Serve as the liaison between the sales team and the home office
- Execute and provide immediate feedback on all current and future production center programs
- Conduct customer satisfaction follow-up calls and make calls to high volume or opportunity customers
- Determine supplies, materials and equipment needed to complete projects.
- Routes supplies and materials such as artwork, copy and/or prints to work areas when entering a project into production
- Insure quality assurance through accurate pricing, account and order capture, tracking and responsiveness for remaining changes to reduce error of production orders
- Monitors progress of projects throughout production, confers with production center personnel, orders supplies, contracts services with outside vendors through the proper channels, and alters production schedule and job order to expedite timely processing of projects in accordance with the customers’ requirements and Staples production center standards. Maintains log of projects in production and updates this log daily to reflect current project status
- Assists GM in the distribution of project assignments to appropriate departments and associates
- Give professional presentation by complying with Staples dress code requirements
- Ensure that all required processes and procedures are being executed on time
Financial Management:
- Provides accurate and timely project estimates utilizing appropriate tools insuring appropriate margins
- Utilizes authorized systems and processes to insure accurate and timely billing.
- Ability to close project, enter project statistics into system, bill of lading and billing information for production center and home office
- Ability to provide appropriate usage reports and performance metrics as outlined by the production center process and upon request
- Analyze and manage PL’s, scorecards, and trend reports to grow and maximize sales margin in specified area
- Meet with the GM and operations team to set sales goals and implement plans to increase sales and customer service levels
- Facilitate discussions with the sales and operations teams to increase their knowledge and understanding of production center performance, including the PL
- Identify and communicate to the General Manager and sales team programs and/or initiatives that would increase sales and margin
Physical Services:
- Copy, Print, Fax
- Binding, Finishing, Fulfillment
- Printing
Closed Door Production Center:
- Copy/Print/Ship
- Labor
- Rollout
- Sales Force communication and collaboration
- Marketing/Labor/Training/Branding/ Electronic Submission/Web Submission
- Customer and Company reporting
Preferred:
- 2-4 years experience in a selling and customer service environment. Copy and/or print center experience preferred
- Strong problem solving and project management skills
- Strong analytical and organizational skills
- Demonstrated ability to coach and develop a team including implementing projects and/or programs to increase performance levels
- Leadership skills to develop a service quality culture within the production center
- Ability to analyze the PL and identify opportunities to drive profitability
- Ability to communicate sensitive information in a professional and constructive manner
- Strong Customer Service and Sales Skills
- Excellent communication skills, both written and oral
- Ability to multi-task
- Ability to use and understand industry equipment and demonstrate how to use it to others
- Computer Skills: Microsoft Office (Access, Excel, PowerPoint, Word), Acrobat, Picture It, Publisher
- Ability to use technology including opening and printing from a disk, CD and Zip drive
Staples is an EEO/AA Employer