Production Customer Service Representative

JOB DESCRIPTION

We are currently looking for a Production Customer Service Representative to join our team at Accent Imaging in Raleigh, NC.

This position serves as the primary liaison between our customers and production staff. The Production CSR is responsible for receiving and processing customer orders, reviewing job specifications, entering orders, communicating with customers, and monitoring jobs throughout the production process.

The ideal candidate will have excellent customer service and communication skills, be highly organized, and be comfortable managing multiple orders and deadlines in a fast-paced printing and production environment.

JOB DUTIES

• Receive and process customer orders by phone, email, online submission, and in person.
• Review incoming orders and job specifications for accuracy and completeness.
• Enter and maintain orders in the company's order management system.
• Contact customers when additional information or clarification is needed to process an order.
• Communicate with customers regarding job status, specifications, pricing, deadlines, and delivery.
• Coordinate with production personnel to ensure jobs are properly scheduled and completed according to customer requirements.
• Monitor the progress of jobs throughout production and identify potential scheduling or delivery issues.
• Work with customers and production personnel to establish realistic completion times.
• Learn and understand department equipment, production capabilities, products, and services.
• Learn department pricing structures and assist customers with routine purchasing decisions.
• Route work orders, files, artwork, originals, and other materials to the appropriate production areas.
• Maintain accurate job records, customer files, paperwork, packing slips, and delivery information.
• Assist customers with questions and resolve routine customer service issues in a professional manner.
• Answer incoming telephone calls in a polite and professional manner.
• Communicate regularly with Production, Sales, and Administration.
• Assist the Department Manager with the daily operation of the production department.
• Maintain an organized work area.
• Maintain a positive, professional, and customer-focused attitude.
• Perform other duties and tasks as assigned.

QUALIFICATIONS

• High school diploma or GED required.
• Previous customer service, order entry, printing, reprographics, or production experience preferred.
• Superior customer service skills with experience communicating with clients both over the phone and in person.
• Strong organizational skills and attention to detail.
• Ability to manage multiple jobs and deadlines without losing focus.
• Ability to communicate effectively with customers, production employees, Sales, and Administration.
• Comfortable using Microsoft Office, email, and computerized order-management systems.
• Ability to learn printing terminology, department capabilities, equipment, materials, and pricing.
• Printing, reprographics, or digital document production experience is a plus.
• Strong problem-solving and conflict-resolution skills.
• Must be self-motivated and dependable.
• Positive attitude toward daily work, coworkers, and customers.
• Ability to work in a fast-paced production environment.
• Must be able to stand for extended periods and lift up to 50 lbs.

Hours: M-F 8a – 5p | 401K | Health | Dental | Paid Holidays | Paid Vacation

Headquartered in Raleigh, NC, Accent Imaging is a fast-growing provider of print, office technology, graphics, and document solutions, with locations across North Carolina and Tampa. For over 40 years, we’ve helped businesses streamline operations, improve efficiency, and elevate their brand through innovative solutions and high-quality service.