Customer Service Print Specialist

Reports To: Customer Service Team Lead

Working status: Hybrid - Watford office 2 days p/w. Monday-Friday 9am-5pm or 10am-6pm, permanent

Package: £28,000-£29,000, 25 days annual leave + BH's (Overtime available).

Summary: At Mixam, we’re more than just a printing company, we’re the place where creativity meets cutting-edge technology. Headquartered in Watford, with offices in the UK, US, Canada, Australia, Europe and Philippines, we’re a fast-growing, privately held tech-forward print business founded in 2007, offering customisable, high-quality print services from zines and comic books, business cards, hardcover books and design online tools for individuals, creators and brands across the globe. Our mission? To make print easy, accessible and inspiring, whether that’s for authors wanting perfect-bound books or retailers seeking eco-conscious, tailored solutions. We combine advanced printing tech, user-friendly online tools, sustainable materials and exceptional service to help our customers bring their ideas to life swiftly and beautifully. Join a team where your work matters, where collaboration and growth are part of the daily rhythm, and where you’ll play an active role in redefining & innovating print for the digital age.

Position Summary: As a Customer Service Print Specialist at Mixam, you will be the frontline contact for our customers, providing assistance with their print orders, troubleshooting issues, and ensuring a seamless customer experience. This role requires a deep understanding of print production processes, excellent communication skills, and a passion for helping customers achieve their printing needs.

Key Responsibilities:

• Handle day-to-day customer inquiries through email, chat, and phone.
• Provide accurate and timely information regarding pre-press and print processes, order status, and product details.
• Collaborate with other pod members to resolve customer issues efficiently and effectively.
• Address and resolve standard customer issues independently.
• Escalate more complex problems to Senior Customer Service Team Members or the Team Leader when necessary.
• Ensure customer satisfaction by following up on resolved issues and providing additional support as needed.
• Participate in pod meetings to discuss ongoing projects, share knowledge, and improve processes.
• Communicate effectively with team members to ensure a cohesive approach to customer service.
• Provide feedback on customer service processes and suggest improvements.
• Share expertise and knowledge with other team members to foster a collaborative learning environment.

Requirements:

• Proven experience in customer service, preferably in the print or publishing industry.
• Strong written & verbal communication and interpersonal skills.
• Ability to handle multiple customer inquiries simultaneously and prioritise tasks effectively.
• Problem-solving skills and the ability to work independently and as part of a team.
• Familiarity with customer service software and CRM systems.
• Basic understanding of pre-press and print production processes.
• Basic knowledge of graphic design software (e.g., Adobe Creative Suite) is a plus.
• Understanding of different printing techniques and materials.

Equality, Diversity & Inclusion: At Mixam, diversity, equity and inclusion are at the heart of who we are, and we welcome applications from people of all backgrounds. We know few people meet every requirement, so if you’re excited about this role, we’d love to hear from you and we’ll consider your overall experience and potential. We’re also committed to minimising our environmental impact and creating a workplace where everyone feels valued and supported.