Customer Service Representative

Dollco Print Solutions Inc.; Ottawa; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Benefits program

Hybrid work model

Vacation and paid time off

Professional development opportunities

Job summary

Dollco Print Solutions Group is hiring a Customer Service Representative to join our Customer Service team. The ideal candidate will manage live print projects end-to-end, from order entry to delivery, utilizing our eProductivity Software and maintaining strong client relationships.

We expect at least three years in customer service or project management in printing, with solid knowledge of print production, CRM tools, and Microsoft Office.

Qualifications

• Minimum of three (3) years of experience in a similar customer service or project management role, preferably within the commercial printing industry.
• Strong understanding of the print production process, including knowledge of web press, sheetfed press, bindery, finishing, and mailing processes.
• Proficiency in print manufacturing software, CRM platforms, Microsoft Office (Word, Excel), and cloud-based systems.
• Exceptional customer service, relationship-building, problem-solving, and negotiation skills.
• Outstanding written and verbal communication skills, with the ability to convey complex technical information clearly to diverse audiences.

Responsibilities

• Managing live print production projects throughout their entire lifecycle, from order entry through prepress, printing, finishing, and final delivery.
• Utilizing Dollco eProductivity Software to create live projects from estimating systems and building jobs to customer specifications.
• Serving as the primary point of contact for clients, building strong relationships, anticipating needs, and offering proactive solutions.
• Establishing and monitoring key project milestones, approval checkpoints, and tracking project progress to resolve potential roadblocks.
• Collaborating cross-functionally with sales, prepress, production, and bindery teams to ensure projects are completed on time, within budget, and to required quality standards.
• Conducting pre-production meetings with clients and internal stakeholders to clarify project expectations and requirements.

Skills

Customer service

Communication

Relationship management

Time management

Tools

eProductivity Software

CRM

Microsoft Office

Job description

Dollco Print Solutions Group has been a market leader in Magazine and Catalogue Printing for over 100 years. We continue to lead in the Print industry by providing the highest quality, creative solutions, and on-time service. At Dollco Print Solutions Group, we are proud of our committed, driven, and loyal team that focuses on building customer relationships and delivering excellent customer service.

DRMG (Direct Response Media Group) is Canada's leading Direct Mail company, specializing in Targeted Direct Mail Campaigns that have helped businesses of all sizes boost sales and brand recognition for more than 20 years. As a Canada Post Expert Partner and their largest shared mail customer, we deliver a wide range of neighbourhood mail, including our widely recognized Money Saver brand, to over 175 million homes annually.

DRMG is a fun, family-focused, and entrepreneurial company where every person supports the overall success of the organization. Your work matters here, and we seek people who communicate well, build great relationships, and thrive in our complex and fast-paced environment.

OUR PURPOSE

Our purpose is to contribute to the success of our clients through continuous improvement and innovative solutions. Helping Canadians save, businesses grow, and neighbourhoods thrive!

OUR CORE VALUES

• We Are Customer Driven
• We Are Always Respectful
• We Believe in Team Safety and Well Being
• We Strive for Excellence in Everything We Do
• We Act with Integrity
• We Treat People Right
• The Team Is The Heart Of Everything
• We Know How To Have A Good Time
• We Are In This To Win!
• We Contribute To Our Communities

SUMMARY

We are hiring a Customer Service Representative, to join our Customer Service team. We are looking for someone who is dedicated to team safety and well being, being respectful, and acting with integrity. We strive for excellence in everything we do! The ideal candidate will have experience in managing live print projects through the manufacturing lifecycle, utilizing print management systems (eProductivity Software), managing client expectations, and understanding web/sheetfed press, bindery, finishing, and mailing processes, and will align with our core values and company culture.

AS A CUSTOMER SERVICE REPRESENTATIVE, YOU WILL MAKE YOUR IMPACT BY:

• Managing live print production projects throughout their entire lifecycle, from order entry through prepress, printing, finishing, and final delivery.
• Utilizing Dollco eProductivity Software to create live projects from estimating systems and building jobs to customer specifications.
• Serving as the primary point of contact for clients, building strong relationships, anticipating needs, and offering proactive solutions.
• Establishing and monitoring key project milestones, approval checkpoints, and tracking project progress to resolve potential roadblocks.
• Collaborating cross-functionally with sales, prepress, production, and bindery teams to ensure projects are completed on time, within budget, and to required quality standards.
• Conducting pre-production meetings with clients and internal stakeholders to clarify project expectations and requirements.
• Maintaining accurate, up-to-date project documentation and proactively communicating status updates to both internal and external stakeholders.

YOU CAN EXCEL AS A CUSTOMER SERVICE REPRESENTATIVE IF YOU HAVE:

• Minimum of three (3) years of experience in a similar customer service or project management role, preferably within the commercial printing industry.
• Strong understanding of the print production process, including knowledge of web press, sheetfed press, bindery, finishing, and mailing processes.
• Proficiency in print manufacturing software, CRM platforms, Microsoft Office (Word, Excel), and cloud-based systems.
• Exceptional customer service, relationship-building, problem-solving, and negotiation skills.
• Outstanding written and verbal communication skills, with the ability to convey complex technical information clearly to diverse audiences.
• Strong organizational and time-management skills to manage multiple projects simultaneously under shifting priorities and tight timelines.

WHAT’S IN IT FOR YOU?

• Compensation: Compensation will be discussed during the initial interview.
• Schedule: You will be required to work Monday to Friday.
• Location: Hybrid
• The opportunity to be a part of a collaborative, fast-paced environment with a team that consistently provides a high level of service to clients and internal departments.
• Collaborate across our Group of Companies while fast-tracking your professional development and career advancement.
• Involvement with a team that demonstrates integrity, respect, and trust as part of our core values which we practice everyday - WE ARE ALWAYS RESPECTFUL & WE ACT WITH INTEGRITY!
• A culture of transparency, where team members are involved in important conversations and encouraged to bring new innovative ideas to the team. We believe in our employees skills and abilities!
• Join a team that is eager to help you succeed in your role and grow in your career.
• Be a part of a fun working environment and participate in our cultural activities.
• Involvement in our benefits program for you and your family, vacation time, and paid time-off. We want our team to be happy and healthy!
• Gain meaningful work experience working with a passionate Canadian organization that has proudly been a leader in the Print Industry for over 100 years - WE ARE CUSTOMER DRIVEN!

Dollco Print Solutions Group is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment that brings people together to realize their full potential. We are committed to compliance with all applicable legislation including providing accommodation for applicants with disabilities. Please advise us at any point during the recruitment and selection process if you require accommodation. We thank all applicants for their interest in Dollco; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status.