A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Summit Graphics, located in Pilot Point, TX, is a leader in the Packaging, Label and Signs industry. We produce high-quality products for the Business to Consumer space. Our business is growing and we are hiring for a Customer Service Representative to join the Summit Graphics team. The Customer Service Representative serves as the primary communication link between clients and the production team. This role manages incoming orders, clarifies specifications, provides guidance on materials and printing options, and ensures each project moves smoothly from initial inquiry to final delivery. The CSR protects quality, timelines, and customer satisfaction by coordinating details across departments and maintaining clear, proactive communication.
Responsibilities:
Client Communication & Support Serve as the main point of contact for customers regarding quotes, orders, proofs, timelines, and project updates. Understand customer needs and translate them into accurate production instructions. Provide guidance on materials, printing methods, finishing options, and best practices for signs, labels, and packaging. Maintain strong relationships through responsive, professional, and solution‑oriented communication. Order Management Enter and manage job tickets with complete and accurate specifications. Review artwork, dyelines, and files for completeness before sending to prepress. Coordinate proofs, revisions, and approvals to keep jobs on schedule. Track job progress and proactively communicate status updates or issues. Production Coordination Work closely with prepress, digital, wide format, flexo, finishing, and shipping teams to ensure jobs run correctly. Clarify details such as substrates, quantities, color expectations, finishing requirements, and delivery deadlines. Resolve questions or discrepancies quickly to prevent delays or rework. Quality & Problem Solving Identify potential issues early — missing artwork, unclear specs, color concerns, or unrealistic timelines. Provide solutions that balance customer expectations with production capabilities. Support resolution of quality concerns or order adjustments with professionalism and urgency. Administrative & Operational Duties Prepare quotes, order confirmations, and documentation. Maintain accurate records of communication, changes, and approvals. Assist with scheduling, inventory checks, and coordination of shipping or pickups when needed.
Minimum Qualifications:
Experience:
Minimum 1 year of experience in printing or packaging environment. Experience in sales or customer service preferably in the printing industry. Ability to work collaboratively. Attention to detail and good organizational skills. Excellent problem-solving skills. Excellent verbal and written communication skills. Ability to handle multiple projects Good attendance is expected. Some overtime may be necessary. Maintains a clean environment. Good hygiene habits. Knowledge of printing processes is a PLUS! Must follow safety procedures including wearing PPE when necessary.
Education:
High School Diploma or GED Proficiency in Microsoft office products
Physical Expectations:
Ability to sit for up to 8 hours. Frequently lift/carry up to 30 lbs. Occasionally lift/ carry more than 30 lbs.
Work Environment:
Customer Service is an office position; however, this role will interact frequently with the operations team. Production is performed in an indoor, climate and temperature controlled, packaging facility with close proximity to heavy and hazardous machinery. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform other related duties as assigned by their supervisor.
