Sr Print Customer Service Representative

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.The Sr. Print Customer Service Representative position exists to be internal print expert who is responsible from job intake to a successful job completion in all areas of print. Provides excellent customer service for both internal and external customers using in-depth knowledge of printing products, programs, and variables to communicate effectively with owners, printers, and the Broker/Scheduler to shape a successful print job. This position also enforces and carries out all purchasing policies and procedures in support of all printing procurement needs. Essential Duties/Responsibilities:

Engages with customers as a primary point of contact, being proactive in anticipating customer needs, answering, and responding to customers’ questions/concerns, and keeping in constant daily communication with customer, internal departments, and external resources to ensure timely and accurate delivery of print and mail projects

Advises client departments of print techniques and applications, papers and substrates, coatings and treatments, layouts, and formats, that maximize economy and visual impact

Determines and/or implements methods to improve production flow and generate cost savings, remains updated on all new technologies and equipment, and understands how it affects customer accounts

Monitors production projects through Aprimo (Focus’ project management platform) to provide timely feedback, relevant information, and approvals

Maintains working knowledge of Adobe Creative software programs necessary for reviewing and proofing design files

Coordinates with Scheduler/Broker from initiation to completion to maximize outcome

Collects all necessary information and files to include all art, fonts and data files and prepares a detailed, print-ready job package to include a clear job cover and data files ensuring a timely, quality outcome

Coordinates and documents job change orders, whether initiated by production floor or customer, insuring approvals and good communication

Coordinates with Scheduler/Broker to monitor all phases of production to insure accurate and timely completion of jobs

Processes Purchase Requisitions and Capital Appropriation Requests (CARs) from various ministry departments for procurement of goods and services, resulting in a purchase order being placed with the vendor

Advises client departments concerning best-fit suppliers for goods and services based on vendor capabilities, location, availability, price, and delivery schedule

Documents mutually agreed upon purchase terms and conditions

Reviews overall supplier performance, with job owners and Scheduler/Broker, pertaining to meeting ministry goals

Performs periodic market research/analysis to keep current on goods, services, and print capabilities that are being utilized by the ministry

Maintains documentation to support each purchase including evidence of quotes and why the vendor was (or was not) selected. Also maintain records to evaluate vendor performance

Coordinates the purchasing /contract effort with the FOF Legal Department

Provides direction to CSR’s, including training as necessary

Has agency as a buyer for Focus on the Family and must understand compliance regarding purchases

Performs press checks and site visits as needed at presses, mail houses and other manufacturing/production facilities for quality control; Reviews complex project matrices with clients to ensure production, distribution, and purchase order accuracy

Other Duties/Responsibilities:

May function as Team Lead

Performs other duties as assigned

Working Environment/Physical Requirements:

Some travel and training may be required

This role may require occasional travel including nights and weekends

Visually able to evaluate final artwork/proofs and mock-ups

JOB QUALIFICATIONS/REQUIREMENTS:

Character/Spiritual:

Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us”

Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”

Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct (http://media.focusonthefamily.com/fotf/pdf/about-us/human-resources/moral-policy.pdf) and Statement of Faith (http://www.focusonthefamily.com/about/foundational-values#values) ; upholds Focus on the Family's ministry in prayer

Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer

Engages in Christian ministry

Demonstrates behaviors aligned with FOF core values (http://www.focusonthefamily.com/about/foundational-values#values)

Personal Characteristics:

Exhibits the highest level of discernment, a servant leader work ethic, possesses a love of ministering to fellow staffers and FOF constituency

Organized, calm, confident, and motivational demeanor, goal oriented, self-starter, enjoys working and interacting with people

Ability to give direction and input across divisional lines, a proven excellent listener

Knowledge/Experience:

Bachelor's Degree in Business or related field or equivalent experience

5+ years of prior Customer Service experience in the ‘Printing’ and/or ‘Direct Mail’ industry required with focus on Digital Print

Computer literate, proficient in MS Word, Excel, Outlook, and Adobe Creative Cloud. Familiarity with Indesign essential

Strong written and verbal communication skills

Working knowledge of finance and accounting principles

Adaptable communication style depending on recipient and communication medium

Able to process and interpret client supplied information

Excellent attention to detail while working to tight deadlines

Must be well organized and able to respond quickly to changing situations

Working knowledge of commercial printing processes (Web, offset, and digital) and their respective strengths and weaknesses

Working knowledge of overseas purchasing and relationships is beneficial, but not a requirement for this position

Team player with ability to work well on own initiative

Skills, Abilities and Special Talents/Gifts:

Computer literate, proficient in MS Word, Excel, Outlook, and Acrobat. Familiarity with InDesign preferred

Strong written and verbal communication skills

Adaptable communication style depending on recipient and communication medium

Able to process and interpret client supplied information

Excellent attention to detail while working to tight deadlines

Must be well organized and able to respond quickly to changing situations

Team player with ability to work well on own initiative

Stewardship Requirements:

Managing up to $2 million in work and supplies annually

Has agency to purchase supplies and outsourcing for assigned jobs sourced by Purchasing Dept.

Salary Range: $58,236 to $67,077/yr

Application Materials Required: Cover Letter, Resume/CV

Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. Must include date ranges to include month and year (mm/yyyy) and whether the position was full time or part time. 2. A cover letter that specifically addresses the job requirements and outlines qualifications.

Focus on the Family puts a high value on our team members and offers a unique benefit package.

Employees scheduled for 20 hours or more per week are eligible for:

Norton LifeLock ID Theft Coverage

Legal Shield/ID Shield Coverage

AFLAC

403B Retirement Plan

Vacation Time & Vacation Payout

Sick Time

Holidays

Service Awards

Community Service Days

Bookstore Discount

Fitness Center

Employees scheduled for 30 hours or more per week are eligible for all the above and:

Medical Plan

Dental Plan

Vision Plan

Life Insurance

Disability Insurance

Flexible Spending Accounts

EAP (Employee Assistance Program)

Tuition Reimbursement

Warehouse Membership Reimbursement

Note : This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.

Temporary employees are not eligible for benefits, except for:

Sick Time

Bookstore Discount

Fitness Center

Tentative Search Timeline:

Priority will be given to applications submitted by September 13th, 2024. However, this posting will remain open until filled.

The potential employee start date is September 16th, 2024.

Posting date: August 15th, 2024

Unposting date: ongoing until filled

Posting contact email: [email protected]

Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.Job DetailsPay Type Salary