Document Production Workflow Coordinator

Position summary

The Document Production Workflow Coordinator is an experienced position delivering exceptional customer service to our clients by providing timely and accurate document production of an intermediate to advanced level. Advanced ability to assess documents, has a technical eye to detect and ensure proper corrections (proofing, edits, conversions, formatting, creation, comparisons, etc.) for requesters. The position requires advanced software aptitude in those programs used for document production, as well as speed and accuracy in a high-volume, high-pressure production environment. The Document Production Workflow Coordinator may require the training of team members, and may be responsible for the day-to-day coordination of workflow within a shift or site.

Job duties

(* denotes an “essential function”)

*Intakes work requests from the client; including clarification of job instructions and negotiation of deadlines with the requester. Seeks alternate solutions to deadline requests, as needed

*Prioritizes work requests across team and coordinates/balances multiple projects based on experience and following established guidelines, especially when working with escalated deadlines or issues

*Acts as a leading definitive resource for all questions relating to document production, proofreading and quality assurance by the team

*Identifies and corrects errors in complex business documents to ensure quality of return product to requesters

*Detects formatting and compositional errors in documents; verifies citations are properly formatted

*Checks corrected proofs of documents against mark-up for comparison and quality assurance

*Adheres to and monitors team members’ adherence to formatting standards, utilizing generally accepted proofreading marks and use of standard reference resources, with an understanding of the client's business environment.

*Demonstrates proper professional expectations for team members when dealing with client requesters and client work requests, including meeting deadlines and delivering high-quality work

*Responsible for development and delivery of on-going training of new and existing team members in existing processes, as well as new trends or processes for document production work

*Facilitates focus and coordination on and between shifts in the production of deliverables to the client in order to meet or exceed the client’s expectations for quality, timeliness and service

*Trains more junior staff members, as needed

Communicates with manager and/or client on job or deadline issues in a timely and professional manner

Assists the Lead, Supervisor or Manager in the execution of administrative and/or other procedures or systems across impacted team members

Facilitates team’s adherence to company policies (conduct, attire, performance, attendance)

Works collaboratively, demonstrating open and flexible communication, within and across team members

Contributes to recommendations for individual development goals, trainings, or performance expectations to Lead, Supervisor or Manager to enhance team skill levels and quality outputs

Interact with clients in person, over the phone or electronically.

Adhere to Williams Lea policies in addition to client site policies.

Use equipment and supplies in a cost-efficient manner.

Working conditions

Position operates at sites with maximum of 24/7 operations. Individual shift requirements will vary by site.

Ability to work overtime as needed.

Work is performed in a professional work environment.

Business casual attire required.

Must be able to work sitting all or most of the time.

Bachelor’s degree or equivalent with years of experience able to substitute

Minimum of 3 years prior office experience, proofreading, word processing or document production experience

Advanced knowledge of Microsoft Office suite; able to technically troubleshoot applicable software specific to the business/client

MS Office (Word, Excel, PowerPoint) certification desired

Advanced knowledge of document production and/or proofreading procedures and/or generally accepted practices

Extensive experience in business terminology, document production and/or proofing formats; skill and efficiency in use of reference resources

Attention to detail with emphasis on accuracy and quality; able to coordinate across the team and work on multiple projects simultaneously while ensuring quality results

Excellent verbal and written communication and interpersonal skills necessary in order to communicate questions and/or suggestions to client and other team members in a professional and customer service oriented manner

Ability to work in a fast-paced, deadline driven team environment

Good judgment and organizational skills with sound decision-making ability and solutions-oriented approach with the ability to ask for and follow directions

Ability to work both independently and collaboratively as part of a team; self-motivated to ensure own production

Communicate with team members, Lead, Sup…