CUSTOMER SERVICE REPRESENTATIVE/ESTIMATOR

The position plays a key role in ensuring the seamless interaction between our customers and our production team. This individual is responsible for providing exceptional service to our customers, helping them with inquiries, quotes, managing orders and ensuring high-quality outcomes for printing projects. Strong communication skills, attention to detail, a professional appearance and a passion for customer satisfaction are essential for this role.

Key Responsibilities:

Sales Support:

Serve as the primary point of contact for customers, handling inquiries, quotes, orders and requests related to commercial printing services.

Order Processing:

Process customer orders, from initial inquiry to final delivery, ensuring accuracy and timely completion of projects.

Lead Management:

Assist with leads, inside sales calls and follow up, ensuring prospects are moved through the sales pipeline effectively. Collaborate with production team to ensure print jobs meet customer specifications, deadlines and quality standards Resolve customer issues or concerns efficiently, providing solutions to ensure satisfaction and loyalty Update and maintain order status and communication history within the company's CRM system Use Fujifilm XMF software to review, process, and prepare customer files for production. Assist with product samples, proofs and other materials needed to finalize customer orders Support administrative tasks such as assisting customers at the front counter, taking payments, filing, order confirmations, making copies and other general office duties Work with vendors and suppliers to ensure accurate and timely delivery of outsourced products Maintain knowledge of industry trends, new printing technologies and materials to assist customers in making informed decisions

Sales Reporting:

Generate reports based on inside sales calls Assist in other departments, as needed

Qualifications:

Must be proficient in PrintSmith or another Print estimating software.

Experience:

Proven customer service experience in the Printing Industry is required. Strong verbal and written communication skills, with the ability to communicate effectively with both customers and internal teams. Must be comfortable making sales and follow-up calls on the telephone. Strong mathematical skills are required Knowledge of commercial printing processes, including types of print materials, paper stocks, finishing options is preferred Proficient in Microsoft Office Suite (Word, Excel, Outlook) and CRM software is required Excellent organizational skills with the ability to document, handle multiples tasks, prioritize and meet deadlines in a fast-faced environment Strong problem-solving skills and a customer-centric attitude with the ability to anticipate, understand and be proactive with customer's needs, perceptions and pain points Must have a valid drivers license

Working Conditions:

Full-time position that may be required to work overtime, evenings, weekends or holidays depending on production schedules; however the typical work week is Monday through Thursday from 8am to 4pm and 8am to 12pm on Friday with weekends off. The working environment is mostly climate-controlled