Job Overview We are seeking an experienced and detail-oriented Customer Service Representative to support our customers throughout the order fulfillment process. This position serves as a key liaison between customers and internal departments, ensuring orders, pricing, inventory, production requirements, delivery schedules, and customer requests are handled accurately and efficiently. The ideal candidate has strong business-to-business customer service experience within a print, paper, packaging, or manufacturing environment and is comfortable managing multiple customer accounts in a fast-paced setting. Experience with job planning, production coordination, and/or prepress processes is a plus, but not required. Responsibilities Receive and process customer orders and requests for quotations. Price orders or direct pricing requests to Sales, ensuring profit margins are within established guidelines and obtaining required approvals. Collaborate with Sales, Estimating, Production, Prepress, and department managers to address customer requirements and support timely order fulfillment. Assist with job planning and coordination, ensuring customer specifications, materials, quantities, artwork/graphics requirements, production needs, and delivery expectations are accurately communicated to the appropriate departments. Review job specifications and order details for completeness and accuracy prior to release into production. Verify item codes, pricing, quantities, specifications, and other order details for accuracy. Accurately enter and maintain customer, order, and job information within the ERP system. Monitor the progress of customer orders through the planning and production process and proactively communicate potential delays, changes, or issues. Monitor inventory levels for assigned customer accounts and review new orders against available inventory and scheduled releases to establish realistic delivery dates. Prepare and issue change orders for modifications involving delivery dates, pricing, quantities, graphics, specifications, or other order requirements. Coordinate with Prepress and Production teams regarding artwork, graphics, proofs, specifications, and other job requirements as needed. Prepare and distribute weekly inventory reports to customers as required. Complete Non-Conformance Reports (NCRs) related to customer complaints, product issues, and pickup requests. Coordinate with internal departments and transportation providers to facilitate the timely and efficient shipment of products to customers. Monitor aging and overaged inventory and communicate with Sales and customers regarding appropriate action. Prepare packages and documentation for courier shipments as needed. Maintain accurate customer records and provide timely updates regarding order status, inventory, production, deliveries, and other account activity. Identify and escalate potential service, inventory, production, planning, or delivery issues before they impact the customer. Perform other duties and responsibilities as assigned. Demonstrate a consistent commitment to Safety, Quality, Continuous Improvement, and Customer Satisfaction. Experience Minimum of 5 years of Business-to-Business (B2B) Customer Service experience. Previous customer service experience within a print, paper, packaging, or manufacturing environment strongly preferred. Experience processing customer orders and managing customer accounts from order entry through production and delivery. Experience with job planning, production planning, or coordinating manufacturing/print jobs is preferred. Familiarity with prepress processes, artwork/graphics requirements, proofs, print specifications, or related production workflows is a plus but not required. Ability to interpret customer specifications and effectively communicate job requirements to internal production teams. Experience working with ERP systems and maintaining accurate order and customer information. Intermediate proficiency with Microsoft Office, particularly Outlook and Excel. Excellent verbal and written communication skills. Strong organizational skills and attention to detail. Ability to manage multiple priorities and deadlines in a fast-paced environment. Strong problem-solving skills with the ability to proactively identify and resolve customer service and production-related issues. Ability to work independently while collaborating effectively with cross-functional teams. Demonstrated commitment to providing a high level of customer service. Must be eligible to work in the United States without restriction Join us to be part of a vibrant team dedicated to delivering exceptional client support! We value energetic individuals who thrive on helping others while honing their administrative expertise. This paid position offers meaningful growth opportunities in a supportive environment where your skills will shine.

Pay:

$60,000.00 - $65,000.00 per year

Work Location:

In person