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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00095384 |
Description Activated On: 9/28/2026 3:38:30 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position reports to the Customer Service Manager and serves as the primary point of contact for agency clients for printed materials. As a Customer Account Manager (CAM), the employee manages all client requests, determines whether internally produced or externally produced and oversees bids for print ITQs. The position manages internal digital print, signage, and mail production projects, including prepress of files and other project readiness activities. The CAM follows each project from initial client contact through final shipment, working independently while performing analytical tasks, project management, and delivering on site and off site training with agency customers. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. ESSENTIAL EMPLOYEE -- REQUIRED TO REPORT TO WORK DURING EMERGENCIES OR OFFICE CLOSING Customer & Agency Relationship Management • Builds and maintains customer relationships, including with executive level staff and the Governor’s Office, to develop print specifications, identify cost effective production methods, manage bids when needed, and ensure accurate, timely delivery of completed work. • Develops and maintains effective working relationships with key agency personnel for assigned print and mail requirements, strengthening interagency collaboration and supporting shared enterprise goals. Serves as an advocate for customer agencies while representing internal operational needs for balanced solutions. • Creates and maintains documentation on agency projects and shares it with customer agencies to support clear communication and effective project tracking. • Delivers presentations and training with agency customers, gathers relevant data, conducts needs analyses, and plans for future requirements based on regular client meetings. • Prepares reports summarizing data received, feedback, recommendations, job status, and responds to customer questions in a timely manner. • Responds to inquiries in a timely manner and assists in resolving vendor disputes related to print and mail requirements. • Oversees the catalog of items available for ordering for assigned agencies, advises on best practices for the digital storefront, and ensures agency customers adhere to documented catalog and ordering procedures. • Keeps agencies on track to follow established contract procedures and meet their requirements. Provide strategic sourcing assistance to agencies and validates outcomes. Project & Production Management • Exercises significant initiative in managing a wide range of print, mail, and signage projects, from print on demand work to complex variable data printing and mass mailings. Requires comprehensive knowledge of the Bureau’s operations, including document design, digital and wide format printing, signage, mail production, distribution, presort, and bindery, along with familiarity with DGS statewide contracts. • Determines the most cost effective production method for each project and leads meetings, calls, and tours with staff across all levels to guide design, variable data programming, printing, and mailing requirements. • Conducts artwork evaluations with customers to ensure print readiness and educates them on identifying, preventing, and correcting artwork issues. • Works with suppliers on paper options, design layout, and finishing needs, and provides recommendations to improve efficiency and reduce costs where appropriate. • Uses the PACE management information system to set up all job details for production—including estimating, order entry, job ticketing, and job tracking—ensuring each project is accurately configured for production. Print Specification Development & Procurement Support • Develops and analyzes detailed print specifications in alignment with industry standards and evaluates fitness for use. • Prepares and reviews quotes from commercial suppliers to ensure technical accuracy, cost effectiveness, and required production quality. • Identifies items for contract inclusion, obtains line item pricing, reviews pricing competitiveness, and collaborates directly with the Bureau of Procurement. Contract Administration & Compliance • Manages contract administration by monitoring agency usage, ensuring compliance with contract terms, and evaluating supplier performance. Validates vendor compliance with specifications on orders and resolves any misalignment in communication between agency and vendors. • Communicates supplier performance feedback and monitors or assists with corrective action plans for quality, delivery, and overall performance. • Establishes and adheres to timelines to maintain contract coverage and meet agency needs. • Follows required procedures regarding contract timelines for bids and related activities. Outreach & Representation • Attends conventions and conferences as assigned by the Bureau Director, distributes information, serves as a liaison for the Commonwealth’s print and mail services, and provides best practice guidance to customers. • Proposes strategies to executive management to enhance service to client agencies, including improvements to existing offerings and recommendations on new or value added products and services. Other Duties • Performs other related duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Employee has a great deal of independent decision-making that must be done very quickly throughout the day. By understanding the bureau’s operation and the client’s product requirements for print/mail, the CAMs are given general guidance, print industry standards, in determining how a job should be produced. Any changes in procedures are discussed with and approved by the section supervisor prior to implementation. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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