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Customer Service Representative

Yale University

New Haven, CT

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JOB DETAILS
SKILLS
Adobe Creative Suite, Background Investigation, Bindery Equipment, Budgeting, Collective Bargaining, Communication Skills, Cost Effectiveness Analysis, Cost Estimates, Customer Relations, Customer Support/Service, Detail Oriented, Federal Laws and Regulations, Graphic Design, Identify Issues, Legal, Mail Processing, Maintain Compliance, Management of Information Systems/Technology (MIS), Microsoft Office, Multitasking, Needs Assessment, Negotiation Skills, Operations Processes, Organizational Skills, Outsourcing, Presentation/Verbal Skills, Pricing, Printing, Problem Solving Skills, Production Control, Production Management, Production Schedule, Project Estimates, Project Tracking, Project/Program Management, Promotional Products, Promotional Programs, Purchasing/Procurement, Quality Control, Regulations, Time Management, University/School Policies, University/School Regulations, Vendor/Supplier Selection, Web Design, Web Programming, Writing Skills
LOCATION
New Haven, CT
POSTED
Today
Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community, eligible for opportunities through the New Haven Hiring Initiative, or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!OverviewYale 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 stakeholdersPrint 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 Abilities1. 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 / Copilot4. Experience coordinating outsourced print and promotional product vendors.4. 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 Abilities1. 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 ExperienceBachelor'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 Responsibilities1. 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.Job Posting Date04/30/2026Job CategoryTechnicianBargaining UnitL34Compensation GradeLabor Grade DCompensation Grade ProfileHourly Range$31.83Time TypeFull timeDuration TypeStaffWork ModelOn-siteBackground Check RequirementsAll candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.Health RequirementsCertain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.Posting DisclaimerThe hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).NoteYale University is a tobacco-free campus.

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