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UnityPoint Health Customer Service Lead-Print Shop in Grimes, Iowa

This position provides daily work direction and oversight for the print shop staff. The role ensures services are provided to print shop customers and assists with efficient operations, growth, and maintenance of print shop functions.


  • Services as a point of contact for incoming resource requests, work assignments and support activities. Assigns workload to the department’s team members.

  • Drives results through the effective coordination of resources, plans, policies and processes having significant impact on the organization.

  • May serve as a liaison between customers and Print Shop team to ensure support and project goals are on target and accomplished in acceptable timeframes.

  • Set and adjust priorities for Print Shop staff to ensure the accomplishment of project and departmental work. Provides direction to personnel to ensure the development and implementation of systems applications programs are on time and within budget.

  • Maintain work process flows by coordinating information and requirements with related operational departments.

  • Develop and maintain working relationships with key customer contacts.

  • Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations.

Departmental Support

  • Manage all service and functional areas of the print-shop.

  • Prepares or directs the preparation of cost estimates.

  • Supports and coordinates methods and procedures for economical and efficient production.

  • Performs essential functions to ensure overall customer satisfaction and quality service, and establishes and maintains effective communication with employees and clients.

  • Responsible for the effective and efficient planning and scheduling of personnel and equipment to reduce delays in production.

  • Ensure assigned projects are managed and successfully completed.

  • Ensure print shop equipment is maintained.

  • Administer, monitor and process monthly billing.

  • Coordinate customer mailings

Team Lead

  • Lead by managing the day to day activities of the print shop operations and establishment of work schedules.

  • Establish problem determination and resolution procedures. Responsible for overseeing resolution of system issues and project workflow. Ensures division leadership is kept informed of performance, risks, and issues.

  • Collaborate with manager to provide input into staff mentoring opportunities, as well as feedback on staff performance and performance evaluations.

  • Maintain departmental staff by orienting and training employees.

  • Act as a mentor to other members of the Print Shop team.

  • Act as project lead on projects as assigned by manager.

  • Portray a highly proactive approach to project. Is able to document tasks that need to be accomplished with little assistance of manager.

  • Participate in establishing and preparing departmental goals, standards, procedures, and instructions which contribute to the effectiveness of the department in accordance with organizational goals.

  • Participate and coordinate staff meetings as directed by manager.

  • Ensure that all members of the Print Shop team are adhering to implementation standards.

  • Balance team and individual responsibilities.

  • Be open and objective to other’s views, give and welcome feedback, contribute to positive team goals, and put the success of the team above own interests.


  • Associate degree in business or equivalent

  • Bachelor’s degree


  • 2 years of customer service and or purchasing experience in the print industry


  • Leadership skills

  • Managing Priorities and Deadlines

  • Planning and Organizational skills

  • Communication skills-verbal and written

  • Customer focused

  • Problem solving

  • Professionalism

  • Project Management

Requisition ID: 2021-94904

Street: 1601 SE Gateway Dr

Name: 9010 UnityPoint Health System Services

FTE (Numeric Only; Ex. 0.01): 1.0

FLSA Status: Non-Exempt

Scheduled Hours/Shift: Days; Monday - Friday

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