Print Experience Specialist

About Imagine Learning

Imagine Learning is the leading provider of digital-first K–12 curriculum solutions, committed to igniting learning breakthroughs that spark curiosity, creativity, and confidence. Our team designs innovative tools that help educators personalize instruction and engage students in meaningful ways, utilizing our Curriculum-Informed AI™ approach. We are a remote-friendly company offering flexible work arrangements across the U.S. and internationally. At Imagine Learning, you’ll find opportunities for meaningful work, continuous growth, and connection with passionate colleagues.

Position Overview: Print Experience Specialist

The Print Experience Specialist serves as the liaison between customers/field and Print Support regarding print and fulfillment. This role is responsible for the management of customer orders from entry to fulfillment and maintaining a rolling forecast of customer needs. The Specialist collaborates closely with sales, school districts, vendors, carriers, product management, customer experience, and finance. This role will facilitate an excellent customer experience by providing communication at the time of sale and post-sale support for any issues.

Position Information

This is a regular, full-time position, reporting to the Senior Print Experience Manager.

Compensation

Base pay is anticipated to be between $22.00 and $28.00 per hour. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Location

This US-based position is remote. Eligibility for this role is limited to candidates residing in the Pacific, Mountain or Central Time Zone.

Benefits

• Multiple health, dental, and vision plans, including medical plans with zero employee premiums
• 401k plan with a company match
• 16 paid holidays, including 2 floating holidays and a winter shutdown
• Paid Time Off
• Comprehensive maternity and fertility/family building benefits
• Paid bonding leave
• Access to on-demand mental health resources
• Life and short and long-term disability insurance
• Pre-tax savings plans
• Paid volunteer time off
• Professional development programs, including tuition reimbursement
• Work from home opportunities that foster work/life balance

Envision Your Experience: Key Responsibilities

• Proactively partner with customers and internal teams to deliver a high-touch, personalized customer experience, anticipating needs and resolving issues related to print, fulfillment, and delivery.
• Educate customers at the time of sale on delivery expectations and fulfillment processes, proactively addressing potential issues.
• Maintain a professional, confident, and clear communication style across all customer and internal interactions.
• Manage orders through the full fulfillment lifecycle, including tracking shipments, monitoring backorders, and providing timely updates to customers and Sales teams.
• Investigate and resolve customer inquiries related to order issues, shipment status, and missing or damaged materials.
• Effectively utilize NetSuite, Salesforce, and Zendesk to support customers and document order activity.
• Coordinate closely with Sales on incoming orders and maintain internal forecasting documents to ensure the warehouse is informed and prepared.
• Submit orders to warehouses accurately and on time, including communicating special shipping instructions and approved expedited requests.
• Partner with Project Coordinators and internal teams through the Order Orchestration process to support successful fulfillment.
• Support replacement orders and coordinate return pickups between customers and the warehouse as needed.
• Maintain shared inboxes and daily order tracking reports.
• Perform other duties as assigned.

Share Your Expertise: Qualifications

• Associate’s degree in business, education, or related field and a minimum of 3 years experience in a relevant role (e.g., Customer Experience, Publishing, Education, etc.) or an acceptable combination of education and experience.
• Ability to improve or develop processes to support overall customer experience.
• Exceptional problem-solving skills and strong customer service mentality.
• Strong verbal and written communication skills.
• Accurate and detailed in system data and reporting.
• Strong interpersonal and team building skills.
• Ability to adapt to change.
• Proficiency in Microsoft Office.
• Experience with Salesforce, NetSuite or another ERP system preferred.

Our Commitment to Diversity, Equity, Inclusion, and Belonging

Imagine Learning is committed to fostering a diverse and inclusive environment where all employees feel valued and empowered. We offer various DEI initiatives, including employee resource groups and an annual DEI conference, to promote understanding and support. Imagine Learning is an Equal Opportunity Employer and prohibits discrimination based on race, color, ancestry, national origin, sex, gender identity or expression, transgender status, sexual orientation, marital status, religion, age, disability, genetic information, veteran status, or any other protected status.

Key skills/competency

• Customer Experience
• Print Fulfillment
• Order Management
• Sales Support
• ERP Systems
• Customer Service
• Problem Solving
• Communication Skills
• Process Improvement
• Team Collaboration