Pre-press

In this position you will be responsible for checking artwork to confirm it is print-ready, scheduling prints with partnered suppliers and providing exceptional service to our customers, ensuring their satisfaction and resolving any inquiries or issues they may have. This position requires excellent communication skills, a friendly demeanor, and a strong ability to multitask and keep on track in a fast-paced environment.

If you are bright, energetic, hardworking and enthusiastic about becoming a multi-skilled member of a fun, yet professional team, you may be the person we've been looking for.

Pre-press:

Reviewing customer submitted artworks to proof it is print ready (as per industry standards)
Tweaking/adjusting artwork to make sure it is print ready (as per industry standards)
Ensuring timely and accurate supply of customer artwork proofs and prepress jobs to the production (our partnered print supplier)
Creating artwork that adheres to client branding and production specifications
Creating & adjusting artwork templates to adhere to product and production specifications
Using software such as Adobe Illustrator, Photoshop
Liaising internally regarding workload, timeframes & prioritisation
Print Scheduling:

Scheduling approved artwork to production via our partnered print supplier
Utilising the suppliers portal system to order and manage prints
Keeping track of print order progress and delivery deadlines
Liaising internally & with suppliers regarding timeframes & prioritisation
Product Knowledge:

Understanding of product knowledge
Understanding of all system and processes
Understanding of suppliers
Understanding of the software used
Understanding of AU market
Customer Experience Management:

Enquiry management
Brief collection/scraping
Product suggestion
Product explanation
Process explanation
Issue resolution / Manage and diffuse complex situations.
Other (not limited to points above)
Ensure prompt and accurate responses to customer inquiries, complaints, and requests through various channels (phone, email, chat, social media).
Build and maintain strong relationships with key customers, partners, and vendors.
Collaborate with the team to identify upselling and cross-selling opportunities based on customer insights.
Address escalated customer issues promptly and ensure timely resolution.
Investigate and resolve customer complaints, working closely with relevant departments to address any issues and prevent recurrence.
Escalate very complex or unresolved issues to the appropriate team members or supervisors, ensuring timely resolution and customer satisfaction.
Order Management:

Entering and managing orders in e-commerce system
Entering and managing customer lead status in CRM system
Working with graphics team for artwork check and proof
Arranging and processing orders with a print supplier
Arranging and processing pick-pack & shipping request with the logistics team
Manage the order status end-to-end
Other (not limited to points above)
Process and manage customer orders, ensuring accuracy and timeliness.
Coordinate with the warehouse and logistics team to ensure smooth order fulfillment and delivery.
Monitor inventory levels and proactively communicate with customers regarding any potential delays or backorders.
Client database management

Ensuring the HubSpot database is up-to-date and correctly used.
Customer feedback & satisfaction management (with marketing)

Loyalty programs
Discounts
Special offers
Product and Google reviews / feedback emails
Other (not limited to points above)

Key Skills:

Min 2+ years of experience as Pre-press designer and Graphic designer
Proficient in Adobe Creative Suite with a strong emphasis on Photoshop, Illustrator, and InDesign
Knowledge and experience with graphic, digital and print media design
High attention to detail, an eagerness to learn and good communication skills are a must.
Proven experience as a Customer Service Representative or similar role within the printing, display, exhibition, or events industry.
Excellent project /order management skills.
Excellent organisational and time management skills
Strong problem-solving abilities and a customer-centric mindset.
Exceptional communication and interpersonal skills.
Proficient in customer service software and CRM systems (HubSpot)
Proficient in order management software (Shopify, WooCommerce, magneto)
Confidence to liaise internally and externally with our customers or suppliers
High attention to detail, an eagerness to learn
Familiarity with e-commerce platforms and digital marketing strategies would be advantageous
Qualifications in a design / arts-related discipline (e.g. Graphics, Visual communications, Industrial Design) would be advantageous
Candidate should have a portfolio of design works that highlights experience and knowledge in design would be advantageous
Flexibility to work during weekends as needed.