Senior Customer Service Specialist

Description

Description

The Senior Customer Services Specialist is responsible for managing complex customer accounts and print projects from order entry through production, delivery, and invoicing. This role serves as the primary communication link among the customer, Sales, Estimating, Planning, Scheduling, Production, Purchasing, Data Processing, Mailing, Fulfillment, Shipping, and outside partners. 

Essential Duties and Responsibilities

• Manage assigned customer accounts and projects from initial request through estimating, order entry, production, delivery, invoicing, and post-project follow-up.
• Serve as the primary day-to-day contact for assigned customers, providing timely, accurate, professional, and proactive communication regarding specifications, schedules, approvals, changes, risks, and project status.
• Review customer purchase orders, artwork, data requirements, mailing instructions, samples, estimates, schedules, inventory needs, shipping instructions, and other project information for completeness and accuracy.
• Create and maintain clear job tickets, production instructions, project schedules, estimates, change documentation, and account-specific procedures that accurately communicate customer expectations to production teams.
• Partner with Sales and Estimating to confirm project scope, quantities, materials, production methods, pricing assumptions, outside purchases, and customer expectations before work is released.
• Coordinate with Planning, Scheduling, Production, Purchasing, Quality, Mailing, Fulfillment, Shipping, and other departments to establish realistic production plans and meet customer commitments.
• Monitor active work throughout production, identify potential delays or specification conflicts, communicate changes promptly, and lead issue resolution before customer commitments are affected.
• Initiate and document changes to scope, specifications, quantities, schedules, materials, freight, or other requirements; ensure related pricing and production information is updated before work proceeds.
• Review job performance, production results, additional charges, freight, outside purchases, and invoicing information to support accurate job closeout and billing.
• Investigate customer concerns, quality issues, shortages, damages, late deliveries, or billing questions; coordinate corrective action and maintain professional communication through resolution.
• Support account transitions, new customer implementations, plant visits, customer meetings, press checks, samples, and special projects as needed.
• Identify recurring issues and improvement opportunities; partner with department leadership and cross-functional teams to strengthen workflow, reduce errors, improve job velocity, and enhance the customer experience.
• Other duties as assigned.

Requirements

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In keeping with Mittera’s philosophy that each individual should be encouraged to reach his or her full potential, and in compliance with the Americans with Disabilities Act (ADA), reasonable accommodations or modifications will be made for qualified individuals with disabilities to perform the essential functions of this position. Hours may vary depending on departmental staffing needs.

• Five or more years of customer service, account management, or project-management experience in commercial printing, packaging, direct mail, fulfillment, or a related manufacturing environment preferred
• Strong working knowledge of print production processes, materials, estimating concepts, scheduling, finishing, quality requirements, shipping, and job-cost considerations
• Ability to manage a substantial volume of active jobs and customer requests across multiple accounts while maintaining accuracy, organization, follow-through, and attention to detail
• Ability to translate customer requirements into complete and practical production instructions and identify missing, conflicting, or high-risk information before production begins
• Excellent written, verbal, and interpersonal communication skills with the ability to communicate professionally with customers, Sales, vendors, production employees, and leadership
• Demonstrated ability to lead projects, coordinate cross-functional teams, manage shifting priorities, solve problems, and remain calm and professional in time-sensitive situations
• Ability to review estimates, production assumptions, purchase orders, invoices, manufacturing reports, and job-cost information and identify discrepancies
• Ability to calculate quantities, percentages, markups, discounts, postage or freight-related amounts, and other basic project measurements
• Proficiency with Microsoft Office and the ability to work effectively in company ERP, estimating, workflow, proofing, inventory, shipping, and customer-communication systems
• Self-motivated, dependable, customer-focused, quality-oriented, and able to exercise sound judgment with limited supervision

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, telephone, and other standard office equipment
• Requires frequent walking and occasional standing while coordinating work with production and other departments
• Requires fine motor hand and arm movement, manual dexterity, coordination, and near visual acuity
• Must be able to lift and/or move up to 20 pounds at times
• Must be able to access and navigate office, warehouse, and production areas and comply with required safety practices and personal protective equipment
• Requires the ability to communicate and function professionally in a deadline-driven environment

Work Environment

This position works primarily in an office environment with regular interaction in production, warehouse, mailing, fulfillment, and shipping areas. Office noise is generally low; production areas may include moving equipment, elevated noise, dust, fumes, airborne particles, inks, adhesives, and other materials used in printing and manufacturing. Required personal protective equipment must be worn when entering designated areas. Occasional travel to customer, supplier, or other Mittera locations may be required based on account and project needs.

Mittera is a leading-edge company that provides commercial and digital printing, finishing, graphic design, data analytics, direct mail processing, and fulfillment services. Mittera's full-service approach connects data-driven revelations, bar-raising creative, and expertly printed materials to give our customers' brand recognition it deserves. Competitive compensation and robust benefits plans are offered. Benefits include:

• Medical, Dental, Vision
• Life and AD&D Policies
• Short and Long-Term Disability
• 401K with Company Match
• Paid Time Off
• Paid Holidays
• Paid Volunteer Time Off
• Paid Veteran Time Off
• Legal Insurance
• Identity Theft Protection
• Employee Assistance Program
• Educational Assistance
• Parental Leave
• Advancement Opportunities

Mittera is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. All applicants must be 18 years of age or older.