As a Customer Service Specialist (CSR Level II), you play a key role in delivering a consistent, responsive customer experience while supporting efficient execution across the customer service organization. This role supports customer accounts through either an Anchored or Regional Pool structure depending on customer complexity, business needs, and regional alignment. You will work closely with customers and internal teams to ensure accurate order processing, timely communication, and smooth coordination throughout the order lifecycle. The Customer Service Specialist supports day-to-day execution across Customer Service, Production, Scheduling, Prepress, Quality, and Sales functions to help ensure customer expectations are met consistently and efficiently. Customer Service Specialists are expected to manage moderate-complexity customer requirements while supporting operational consistency, responsiveness, and strong customer execution.

This role supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies. This position reports directly to the Manager, Customer Service. Key Responsibilities

Customer Support & Order Management Serve as a primary customer contact for order entry, order updates, and day-to-day communication

Receive and process customer orders, artwork, pricing requests, and related documentation

Review orders for completeness, accuracy, and production readiness prior to release

Maintain accurate customer records, order documentation, and system updates Execution & Coordination Coordinate activities across: Customer Service

Production

Scheduling

Prepress

Quality

Sales Support the movement of jobs through the production lifecycle from order receipt through shipment

Coordinate artwork, proofs, approvals, and supporting documentation

Communicate timelines, changes, and customer requirements clearly to internal teams Operational Performance Support key service and operational metrics including: responsiveness

order accuracy

on-time delivery

service consistency Identify and escalate issues that may impact: production

delivery

customer satisfaction Support accurate billing, shipping verification, and documentation processes Customer Experience Respond to customer questions, concerns, and requests with urgency and professionalism

Resolve routine customer issues while escalating more complex concerns appropriately

Maintain strong communication and follow-through throughout the order lifecycle

Support a positive, customer-focused experience across all interactions Cross-Functional Collaboration Work collaboratively across plants and functions to improve communication and execution consistency

Support standardized processes, workflows, and documentation practices

Contribute to continuous improvement and operational consistency initiatives What We're Looking For Customer Focus

• Builds trust with customers through responsiveness, professionalism, and strong follow-through.
  Execution & Attention to Detail
• Maintains accuracy and organization while managing multiple orders, timelines, and priorities.
  Communication & Collaboration
• Communicates effectively with customers and cross-functional teams in a fast-paced environment.
  Adaptability & Initiative
• Embraces change, learns quickly, and takes ownership of assigned work and responsibilities.
  Problem Solving
• Identifies issues proactively and works with internal teams to support timely resolution.
  Teamwork
• Works collaboratively across functions and supports a shared operating model. Qualifications & Experience 2
• 3+ years of Customer Service, Sales Support, or manufacturing coordination experience
  Manufacturing, print, packaging, labels, or related industry experience preferred
  Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred
  Strong organizational and multitasking skills
  Strong communication and customer service skills
  ERP/system experience preferred
  Ability to work in a fast-paced, team-oriented manufacturing environment Success Measures Order accuracy
  Responsiveness and SLA adherence
  Customer satisfaction
  On-time delivery support (STP / STR)
  Documentation and process accuracy
  Cross-functional collaboration and execution consistency

Posted Pay Range:

$25-28/hour