Customer Service Representative

Customer Service Representative
Direct Connection Mail · La Verne, CA · Full-time · On-site · Monday–Friday, 8–5

About Us
Direct Connection Mail is a full-service commercial printer and direct mail house located in La Verne, CA since 1990. Everything happens under one roof: offset printing on our 40" Mitsubishi press, envelope converting, variable data printing, inkjet addressing, lettershop, and mail drop. Most of our clients are nonprofits, higher education, hospitals and many more who have trusted us with their direct mail program for years.

What You'll Do
As our Customer Service Representative, you're the primary point of contact for our customers. You'll own every customer interaction, from the first hello to the day their job drops in the mail, making sure each person gets expert guidance and genuine care. You'll learn our products and marketing language so customers hear a consistent message, and you'll work closely with our production team, sales reps, and postal coordinator to keep every project on track.

Your Day-to-Day

• Greet and assist every customer promptly, warmly, and professionally by phone, email, and in person
• Process orders and reorders accurately from start to finish, confirming specs like quantities, paper stock, ink, finishing, and mailing requirements
• Write clear, complete job tickets so production has everything it needs
• Send proofs, track approvals, and route changes to prepress
• Receive and check customer files and mailing lists, flagging problems early
• Explain our products and services with confidence and match customers to the right solutions
• Organize your workflow and coordinate schedules so customer deadlines and in-home dates are met
• Keep customers informed with proactive status updates
• Resolve questions, complaints, and concerns quickly and to the customer's satisfaction
• Apply company pricing and policies accurately, and review estimates and invoices closely for accuracy
• Keep job records up to date in our management system
• Contribute to the team's monthly, quarterly, and annual sales goals

What We're Looking For

• High school diploma or GED
• Customer service experience; printing, direct mail, or graphic arts experience is a plus
• Strong verbal and written communication skills
• Solid math skills
• Sharp attention to detail and a knack for spotting and preventing errors
• Comfort with technology, including email, Excel, and PDF proofing tools, and quick to learn new systems
• A self-starter with strong problem-solving instincts

You'll Thrive Here If You

• Love working with people and making them feel taken care of
• Bring a positive, upbeat attitude, even on busy days
• Stay organized and manage your time well
• Take pride in getting the details right
• Want to grow your skills and take on more responsibility over time

What We Offer

• $25.00–$31.00 per hour, based on experience
• Medical insurance
• Paid time off and paid holidays
• 401(k) retirement plan with company match
• In-person: Monday–Friday schedule, 8 a.m. to 5 p.m.
• A workplace that values you as a person, not just an employee

Ready to Join Our Team?
If you're an experienced customer service professional who loves helping people and wants to grow with a respected local business, we'd love to meet you. Send your resume and a short note about why this role interests you to [email].

Direct Connection Mail is an equal opportunity employer.

Pay: $25.00 - $31.00 per hour

Expected hours: 30.0 – 50.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan

Work Location: In person