Customer Service

Book manufacturing entails a complex set of processes and a high potential for error, delay, and unexpected surprises. Our customer service staff, with over 300 years of combined experience at Malloy, goes to great lengths to make sure your books are done right. Their hands-on knowledge gives them the background and foresight necessary to help you plan your project, answer your questions, anticipate and respond to your needs, and make decisions with your best interests in mind.

We strive to build lasting relationships with our customers. As our partner, you are guided through the book manufacturing process with timely and accurate information. We are proactive in avoiding problems, but if a problem should occur, our CSRs are empowered to work with you to reach a quick solution that meets your needs.

Communication is key
Keeping our customers informed about the progress of their jobs is critical to ensuring ongoing satisfaction and peace of mind. You can stay in touch with what is happening with your project at Malloy via phone, email or our customer extranet. Many of our customers find the easiest way to keep track of their work is to access our informative, easy-to-use Online Status Report, which provides around-the-clock, real-time information about each of their jobs at Malloy. Regardless of how you communicate with Malloy, we know it matters to you that we keep you abreast of what is happening with your job.

Biography
I first became involved in the Graphic Arts industry in 1971 when a fellow co-worker from IBM and I purchased a small printing company in Ann Arbor. I had been employed at IBM for three years as a Systems Engineer and Sales Rep after graduation from the University of Michigan with a Bachelors and Masters of Science in Forestry.

I spent my early years in printing learning and growing the business as a general commercial printer. In 1980, we started a book manufacturing company as a division of the original company. I sold my interest in the companies to my business partner in 1988 and joined Malloy as a Special Projects Manager. I've worn several hats during my time at Malloy including Bindery Manager, Personnel Director, and, since 1994, Manager of Customer Service and Pricing. I take special pride in helping to guide the stewardship of Malloy's reputation for providing great customer service!

Biography
My early years at Malloy were split between stints in the Fulfillment/Mailing department and the Bindery. In 1988, I accepted the position of 2nd shift Fulfillment/Mailing Supervisor.

Three years later I moved to the Planning Department (now called Book Engineering). I worked as a Book Engineer for 14 years and developed an in-depth knowledge of the entire manufacturing process at Malloy. I also gained a good understanding of our customer base by helping maintain our Standard Operating Procedures (SOP) for each customer. This laid the foundation for working directly with customers, so in 1994, I began filling in for Customer Service Representatives whenever one was on vacation or absent.

In recent years, I have taken classes at a local college, learning Mac-based programs, and received a diploma in Graphic Design in 2004. This expanded my understanding of the electronic side of creating a book.

Also in 2004, I was asked to be Print On Demand (POD) coordinator and outsourced digital runs of 1-200 copies while still filling in for CSR’s part-time and also taking on some new customer accounts of my own. When we bought our own digital printer in the summer of 2007, I moved into Customer Service full-time which is where I enjoy working today.

Biography
I became interested in Graphic Arts in high school and worked co-op at a competitor down the street from Malloy. After giving college a try for a couple of years, my brother, who at the time worked at Malloy, called to say they were looking for a platemaker. He knew I had platemaking experience from my co-op years and encouraged me to come in and apply. I did and became the first female platemaker Malloy ever hired.

I spent about six months in the plateroom before moving into our Prepress QC department. In 1982 I moved into what was then called Order Entry, but is now called Book Engineering. In Book Engineering I wrote work orders for the plant, I helped develop new computer programs, and wrote procedures for those programs.

In 1992, I began to fill in for CSR's when they were out of the plant. I really liked working with customers and found my experiences at Malloy came in handy as a CSR. During this time I had an opportunity to work with our Pricing Department and gain a better understanding of how our estimates are done.

I became a full-time CSR in 1998 and have thoroughly enjoyed the friendships I have developed with customers ever since. Most of the publishers I work with are located in New England.

Biography
I first studied graphic arts in high school, and then more extensively at Ferris State University, where I earned my degree in 1975. My first areas of work at Malloy were in Book Engineering and Estimating. I moved into Sales and Service and made sales calls in the Nashville area in my early years. My true passion has been working with publishers as their Customer Service contact at Malloy. Helping customers on a daily basis is second nature to me. My years of experience in the industry and the expert back up from the printing professionals in the plant make all of this possible for me.

I’m proud of Malloy’s aggressive nature to use the best book manufacturing equipment in the industry. This state-of-the-art equipment and the wonderful people I work with have made my career in book manufacturing a joy.

Biography
I began my career at Malloy making proofs in the Prepress Department. Over the next sixteen years I worked in other areas of Prepress as well as our Pricing Department. In 1999, I moved into Customer Service. I'm fortunate to serve publishers located all across the country.

Prior to my employment at Malloy, I graduated from the Wayne State University Department of Mortuary Science, and practiced as a licensed Funeral Director for eight years. In recent years, I earned a Bachelor of Science Degree in Political Science from Eastern Michigan University.

Biography
With eight years of previous printing experience, I began my career at Malloy as an Estimator in March 1981. From there I moved into Order Entry to write production orders. The work involved in both positions, combined with my previous experience, prepared me for my current position as a Customer Service Representative.

Along the way, I have had the opportunity to work on many committees and projects, from training CSR substitutes and local high-school interns, to creating CSR Standard Operating Procedures and being a volunteer for Reach Out & Read in the University of Michigan Hospitals system. From time to time I am also able to take on the challenge of "going to where the work is" (prep, press, or bindery) to help a short-staffed or overloaded area get the work done.

I really enjoy the opportunity to learn, do new things, travel to meet our customers, and help others in the process of making books. I take great comfort in being a part of this growing, family-oriented company, and having the opportunity to continue to grow with Malloy Inc.

Outside of work, I like to go antiquing, refinish furniture, attend auctions and estate sales, read, travel, and spend time with my family and friends.

Biography
Prior to becoming a CSR in 1992, I performed a number of different jobs at Malloy and saw several technologies come and go. I first worked on second shift in our Camera Department processing film. I also helped out in the bindery from time to time doing a number of different jobs.

In 1973 I handled scheduling for the plant manager. At that time we didn't schedule with the help of computers; we collected tags each day from the various departments and placed them on a schedule board in order of priority. A year later I moved to a job helping our computer programmer with Malloy's first computer. We actually leased computer time from Eastern Michigan University, and started doing estimates and inputting time cards on the computer.

In 1976, I became a Book Engineer in what was then called Order Entry. Two years later I was promoted to Supervisor of Order Entry and held that position for fourteen years until I moved into my present role as CSR.

Biography
I had two years of experience working in prepress for another printer prior to coming to work in the prepress department at Malloy. In the fall of 1980, I was promoted to group leader for the second shift in prepress. Five years later I moved back to the first shift with the same supervisory responsibilities.

In the mid 80's, the supervisor for Customer Service at Malloy asked me if I would be interested in being a CSR. The idea intrigued me, so I became a CSR substitute and quickly found that I enjoyed working directly with our customers. In 1991, a full-time CSR position opened up and I gladly accepted the assignment when it was offered to me.

Today, I work mostly with our customers in the Midwest, and I also have accounts in Oregon and Arizona.

Biography
I have experience working in a number of departments throughout my years at Malloy. My progression of jobs runs the reverse of the book making process. I worked for two years in bindery before moving into Quality Control. In QC, I inspected printed signatures when they came off press and bound books before we shipped jobs out of the plant.

After a few years in QC, I moved up front to our old Camera Department where we shot CRC and made film. From there I moved to Layout (now Prepress) and learned to strip film-flats. I made one last step before Customer Service to the Planning Department where I worked for 14 years.

In 1993, I became a CSR. I feel my varied background at Malloy helps me to serve our customers well and identify with the challenges faced by the people at Malloy who are running the printing equipment. I work with customers all across the country.

Biography
My first job at Malloy was in the bindery where I worked for two months prior to becoming a folder operator. I ran a folder for over eight years, and, after a brief stint working on a press, I moved into our Estimating Department (now called our Pricing Department).

I spent ten years as an estimator and my time in that job gave me a comprehensive understanding of book making. While I worked in Estimating I had a chance to fill in for CSR's when they were absent. I enjoyed the interaction with customers and decided I wanted to be a full-time CSR if the opportunity came up for me.

In 1998, that opportunity finally opened up and I moved into Customer Service. I enjoy working with customers located all across the country.

Biography
I first joined Malloy through a "temporary" service in December 1985. I became a full time employee after working in the bindery on first shift for three months. For the next eight years I did a number of jobs in the bindery, from running some secondary machinery, driving a forklift (material handler), to being the bindery office coordinator. The coordinator makes sure that all the parts and materials for a title are in place in the bindery along with the work order when a job is due to be bound. My experience in the bindery gave me a thorough understanding of book binding and a good appreciation for hard work.

In 1994, Malloy needed someone to coordinate the flow of work that, for one reason or another, had to be outsourced to one of our suppliers, and I was selected for the assignment. While in that position I became the backup for the scheduler and a backup CSR. The scheduling experience has helped me understand both the possibilities and constraints of the manufacturing process, as well as the stress of being scheduler. When an opportunity to become a CSR came up in December 1999, I was excited to take it.

I currently work as both our Outside Bind Coordinator and a CSR. I work with one of our largest customers in New York and a handful of customers in New England and the Midwest.