Title:  Print Production Account Senior Specialist

Summary:

The LFM Print Production Account Specialist serves as a primary liaison between Customers, Sales, Professional Services, and Manufacturing throughout the end-to-end production lifecycle. This role may be responsible for managing all aspects of digital print, fulfillment, and mailing services while ensuring customer expectations, quality standards, and delivery commitments are met. Account Specialists are expected to work independently with minimal direct supervision, exercise sound judgment in a fast-paced and unpredictable workload environment, and proactively manage priorities to ensure successful execution. The role requires strong operational knowledge, effective communication skills, and the ability to drive solutions particularly for jobs with complex or last-minute requirements. This position plays a key role in continuous process improvement efforts and standard process development within the department, LFM Manufacturing, and across the broader Service Network

Responsibilities:

Customer & Stakeholder Communication

• Serve as the primary point of contact for Customers, Sales, Service Centers, Vendors, and internal Manufacturing teams.
• Communicate job requirements, special needs, and schedule considerations clearly via written and verbal communication.
• Draft professional and timely responses to Customer, Sales, and Service Center inquiries.
• Provide guidance to Customers and Sales on Digital Print, Programming, USPS regulations, mailing, and fulfillment solutions.

Job Management

• Develop and manage manufacturing plans for jobs with special requirements or scheduling constraints, in collaboration with Production and Service Delivery teams.
• Review Assembly and Mail work orders to identify errors, discrepancies, or missing information.
• Create, receive, review, and process manufacturing instructions for internal and external production partners.
• Ensure all job instructions are entered accurately and consistently across manufacturing systems in accordance with Control Document standards and the Control Point electronic ticketing database.
• Monitor customer jobs as they progress through fulfillment systems to ensure adherence to agreed-upon schedules and specifications.

Quality & Issue Resolution

• Partner with Service Centers, Sales, and Manufacturing to assess quality issues and make accept/reject decisions based on established standards.
• Coordinate resolution of customer or manufacturing defects by engaging appropriate departments, documenting root cause details, and communicating outcomes to stakeholders.
• Reject incomplete or incorrect job instructions and facilitate timely correction.

Distribution, Mailing & Logistics

• Create, review, and process distribution requirements for each job as applicable.
• Translate and verify customer shipping and postal requirements for finished product disposition.
• Recommend and determine appropriate shipping methods for special handling or expedited needs.
• Create and process mail sort instructions and DSA spot jobs through Job Shepherd, as required.

Vendor & Supply Coordination

• Manage outsourced vendor job instructions and related distribution components.
• Determine supply and envelope requirements as needed, coordinating with vendors on specific components.

Additional Responsibilities

• Support Sales during the RFP process by assisting with estimates and identifying efficient production workflows.
• Assist with composition and/or copy preparation of customer documents when required.
• Serve as a mentor and trainer to peers, as applicable.
• Identify system or process issues and report them to the appropriate teams for resolution.
• Participate in continuous process improvement initiatives and special projects as assigned.
• Perform other duties as necessary to ensure customer jobs are manufactured, packaged, processed, and shipped in accordance with client requirements.

Qualifications:

• HS diploma or equivalent
• 8-9 years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job OR demonstrated ability to meet the job requirements through a comparable number of years of work experience.
• Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.
• Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job.
• May provide oversight of work conducted by junior level staff and/or review/audit work for accuracy.
• Must have advanced knowledge of technology to include computers and software programs such as MS Office or MAC word processing, spreadsheets or other programs specific to the job in order to complete job duties successfully.
• Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments.
• Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs.
• Must be able to work weekends and holidays.
• Additional job knowledge, skills, and/or abilities specific to a department may be listed on the staffing requisition.