We are hiring for CS Ops Quality Assurance Specialist for our plant in Solon, OH. The main role will bridge the gap and streamline communications between customer-facing groups (Customer Service, Retail, and Sales) and production units including Prepress, Imposition, and PEG Teams in all locations regarding problems and resolution (proactive and reactive).

• Duties and responsibilities
• Conduct quality checks on all items that are endorsed for checking before they are shipped or delivered.
• Perform QC checks on internal or external jobs. Work with Prepress and Imposition on processing the reprints and problem tickets the correct way. Work on root causes to minimize production errors.
• Provide feedback on identified issues/concerns that need to be addressed and when capable provide suggestions or be part of a team to address concerns and improve processes. This includes escalating concerns to leadership when deemed necessary.

• Assist the HD, Team Leads, Sales Team, and CS Ops teams with QC complaints –
• Follow up with production items that are delayed/late. Manage the Will Call Request Box.
• Communicate in timely fashion information about late items to customer facing groups:
• Order/Item identifiers and basics (ie. Job Number, Item Number, Original due date)
• Reason/s and other necessary details as to the delay
• Actions taken to make sure items are fulfilled the soonest possible time (if applicable)
• Communicate and follow up with customer-facing groups on information that production needs to fulfill orders.
• Coordinate with key production personnel customer requests and communicate whether such requests can be granted:
• Upgrades and downgrades with orders (e.g. changes in quantity, stock, TAT, shipping method)
• Change in the shipping address
• Must be proactive with completing other duties as assigned
• Qualifications
• Excellent analytical, problem solving and decision making skills
• Proficient Communicator (excellent verbal and written communication skills)
• Excellent prioritization and time management skills
• Excellent computer skills (MS Office)
• Can navigate and use relevant functionalities in IMS while including downloading of reports
• Is customer-centric and has a positive / can-do attitude.

About Digital Room

Digital Room is a high-growth eCommerce company serving Small and Medium-Sized Businesses (SMBs) with high-quality customized marketing and branding products and services. As a trusted leader in the markets we serve, our business is based on consistently delivering a high-quality product, on time, at a fair price. The company has grown consistently by expanding our product offering and winning new customers in existing brands as well as through strategic acquisitions. We have a strong company culture rooted in our core values: Dedication & Collaboration, Quality Driven, Data-Driven Mindset, Customer Driven, Drive to Succeed, and Professionalism & Integrity.

Digital Room operates multiple brands with unique value propositions, led by the flagship UPrinting brand. Other brands include PrintRunner, Packola, Logo Sportswear, eSigns, Signs.com, NextDayFlyers, PrintPlace and Packlane. The business is vertically integrated with a network of nine manufacturing locations across the US. The broad array of products includes Traditional Marketing Collateral, Stickers & Labels, Packaging, Promotional Products, and Signs & Banners. The Los Angeles headquarters is joined by professional staff in eight locations in the US as well as three offices in the Philippines. The company’s over 1,900 employees worldwide work closely together and around the clock to deliver the speedy and reliable service that continues to win the trust and loyalty of thousands of customers every day.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• Overtime

Work Location: In person