Customer Service & Print Production Coordinator

Role snapshot

• Location: Petone (on-site only — remote work is not available)
• Hours: Ideally 37.5 paid hours/week (we can also consider reduced hours for the right person)
• Start: Available now
• Pay: $23.50 to $26.00 depending on experience
• Physical requirements: On your feet + light lifting up to 5 kg

Customer service & job intake

• Respond to customer enquiries in person, by phone, and by email in a professional, friendly way
• Help customers (including non-technical customers) turn their needs into clear print specs: size, paper/stock, quantity, finishing, files, and timelines
• Provide updates on order status and set realistic expectations about production and delivery
• Keep the customer area clean, tidy, and presentable

Quotes, orders & admin

• Generate quotes, record them in our system, and follow up open quotes
• Process orders, payments, refunds/credits, and cancellations accurately
• Handle invoicing using our online print management system and cloud accounting system
• Maintain accurate customer records
• Coordinate with couriers and suppliers; assist with ordering and stock of key supplies
• Support credit-account customers where needed (e.g., credit checks and admin tasks)

Production support & quality control

• Assist with walk-in production tasks such as printing, copying, laminating, binding, trimming (training provided)
• Manage jobs through the production workflow to support timely completion
• Perform quality checks before dispatch to reduce errors/reprints
• Monitor and maintain production supply levels

Working in a small team

• Self-manage your workload and priorities, and assist your teammate when needed
• Be comfortable operating the shop independently when required
• With training, aim to manage the full job lifecycle: first customer contact → proof/spec confirmation → production → dispatch/delivery

Nice-to-have (not required, but a bonus)

• Desktop publishing / design capability (e.g., Canva, InDesign, Publisher) for basic edits through to occasional full designs
• Comfort supporting and improving an online ordering/portal workflow
• Social media and online reviews: responding to comments/messages and helping create simple content with the team

What success looks like in this role

• Customers feel looked after and clear on options, pricing, and timelines
• Orders are entered correctly with minimal back-and-forth
• Jobs move smoothly from quote → production → dispatch
• Strong attention to detail prevents avoidable rework (names, quantities, sizes, stock, finishing, deadlines)

Skills and experience we’re looking for

• Strong communication skills and confident customer service
• Organised, detail-focused, and calm under pressure (you’ll switch between tasks often)
• Comfortable with computers: email, file handling, and Microsoft Office (especially Excel)
• Accounting software experience is an advantage (training provided where needed)
• Print shop / finishing experience is helpful but not required (training available)
• Basic cash handling experience

Education: Relevant certificates or degrees in Business, Administration, IT, Sales, or related fields are appreciated, but practical experience is also valued.

Flexibility We can offer flexibility for the right candidate. While this is ideally a full-time role (37.5 paid hours/week), we’re open to candidates who need reduced or flexible hours due to family responsibilities. We can also accommodate older children in the workplace during school holidays where appropriate.