Customer Relations Coordinator II - Printing

Position Title:

Customer Relations Coordinator II - Printing

Job Group:

Professional & Scientific

Required Minimum Qualifications:

High School diploma or equivalent and 2 years of related experience

Preferred Qualifications:

Experience in a printing service provider environment
Experience with Order Entry and Estimating Software
Experience Working in a Higher Education Environment
Experience in a Customer Service Role
Experience with Print Procurement 

Job Description:

The Customer Relations Coordinator II provides customer service and order-processing support for Printing Services by interacting with clients in person, by phone, and via email to provide consultation, pricing, cost estimates, and order status updates. The position is responsible for entering and reviewing job specifications in print management, webstore, and workflow systems; developing order specifications that comply with departmental capabilities, policies, and regulations; and reviewing completed orders and costs prior to billing. The role serves as a liaison between customers, production staff, and external service providers to support accurate communication, project coordination, and timely delivery. The position also assists with reception coverage, complaint resolution in coordination with management, participation in meetings, promotional support, and other duties as assigned.

Do you enjoy a dynamic work environment where every day brings new experiences? Are you looking for a role that offers meaningful interactions with all sorts of people?

If so, Printing Services at Iowa State University is currently seeking candidates for a Customer Relations Coordinator II position!

The mission of Printing Services is to identify and efficiently provide Iowa State University’s core printing needs, offering services that contribute to the success of Iowa State. Our strategic vision is to provide appropriate printing services to the Iowa State community at a competitive price, a prompt turnaround time, and at top quality. We strive to provide services completely integrated into the emerging digital communications flow so that printing and related services are the means to communicate the knowledge asset of Iowa State University communities to Iowa and its people.

What You’ll Do:

• Reception Duties: Cover the front reception desk on occasion, greet clients, and assist with printing-related service requests and inquiries.

• Customer Interaction and Consultation: Interact with customers in-person, via phone and email, to provide consultation, advice, and recommendations on products, services, and processes.

• Pricing and Cost Estimates: Provide pricing, cost estimates, and order/delivery status updates.

• Responding to Inquiries: Address clients' inquiries promptly and accurately.

• Complaint Resolution: In coordination with management, resolve customer complaints

• Meeting Participation: Participate in meetings, especially those to coordinate production and ensure alignment with customer needs.

• Promotional Support: Assist with promotional events and creating marketing content.

• Liaison Role: Act as a liaison between customers, production staff and external service providers to ensure smooth communication and workflow.

• Data Entry: Enter and review job specifications in print management software system, as well as webstore and workflow automation system, for accuracy. 

• Order Specifications Development: Create order specifications that comply with relevant policies, regulations, and the capabilities of the printing department.

• Project Coordination: Coordinate with internal and external service providers on special projects and schedules to meet customer expectations and timelines.

• Order Review: Review completed order specifications and cost for accuracy prior to billing.

Level Guidelines
• Career-level position demonstrating proficiency and knowledge of related competencies
• Works under direct to general supervision and may receive guidance on more complex assignments
• Follows established procedures for work assignments, and completes assignments which are semi-routine and may be atypical in nature
• Applies thorough knowledge to respond to inquiries and requests
• Able to resolve most problems and issues and respond to requests without escalation
• Provides guidance to students
• May provide supervision to one to two other staff or lead a small work team

Candidates must be legally authorized to work in the U.S. on an ongoing