Customer Service Representative

SUMMARY:

The Customer Service Representative (CSR) is responsible for coordinating all aspects of customer orders between customers, sales representatives, and production teams. This role requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced manufacturing environment. The CSR ensures timely and accurate order processing, provides exceptional customer service, and facilitates smooth workflow from order initiation to delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Serve as the primary point of contact for customers and sales representatives regarding job specifications, order status, and pricing.
• Receive and review incoming orders and customer-supplied materials for completeness and accuracy.
• Verify job details against estimates and obtain approvals for any changes.
• Coordinate order scheduling and production with internal departments and outside vendors as needed.
• Maintain ongoing communication with customers throughout production to provide updates, resolve issues, and ensure satisfaction.
• Initiate computerized order entry and maintain accurate job records, including logs of incoming orders and delivery priorities.
• Answer customer inquiries via phone, email, and in person regarding quotes, artwork approvals, and production timelines.
• Work closely with the design team to coordinate artwork production and handle revision requests.
• Monitor job progress and expedite orders to meet customer deadlines.
• Prepare packing slips, shipping documentation, and provide invoicing information to Accounts Receivable.
• Attend company meetings and perform other duties as assigned.

QUALIFICATIONS

• High school diploma or equivalent required; Associate degree in business or related field preferred.
• Strong organizational skills with attention to detail.
• Ability to handle confidential information with discretion.
• Excellent communication and customer service skills.
• Proficiency in Microsoft Office Suite and ability to learn accounting/ERP software.
• Minimum of 3–5 years of customer service experience, preferably in manufacturing or printing.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent required.
• Prior experience in Customer service preferred.
• A shared commitment to our North Star of enabling people to be their best every day, including our team members, customers, vendors, and the communities we serve.

SKILLS and ABILITIES

• Strong problem-solving skills, with the integrity to consistently do the right thing -even when tasks are tough or situations are unclear
• Clear and respectful communication skills, with the ability to listen first, ask thoughtful questions, and respond with patience and professionalism
• Adaptable and resourceful skills, displays ability to be entrepreneurial , showing creativity and care in finding practical solutions and improving how work gets done
• Team-oriented skills, with a one team committed to our customers mindset, demonstrating a positive attitude and a willingness to support coworkers and contribute to shared goals that serve our customers
• Commitment to high standards, with the drive for excellence in all we do each workday-no matter how big or small the task, or what challenges arise

• Excellent verbal and written communication skills with active listening abilities.
• Strong organizational and multitasking skills with attention to detail.
• Ability to read and interpret blueprints and CAD drawings.
• Strong math and problem-solving skills.
• Proficient in Microsoft Office (Excel, Outlook, Word) and order entry systems.
• Practical understanding of manufacturing processes and workflow.
• Ability to work under pressure and adapt to changing priorities.
• Professional appearance, positive attitude, and a customer-focused mindset.

PHYSICAL DEMANDS

• Ability to sit or stand for extended periods at a workstation.
• Ability to lift up to 20 lbs.
• Capable of bending, reaching, and handling materials as needed.

WORK ENVIRONMENT

• The noise level in the work environment is usually moderate.
• Standard office environment with occasional interaction on the plant floor.
• This is a fast-paced, deadline-driven role in a production environment. CSRs must work efficiently under pressure while maintaining high accuracy and providing superior customer service.