Customer Service Representative

General Summary

This role provides high-quality customer service by responding to inquiries, requests, and concerns while accurately processing customer data to ensure timely and efficient production of orders. The position requires excellent communication, problem-solving, and technical skills, with the ability to adapt to changing demands in a fast-paced environment. In addition to handling customer service interactions, this individual will support product setup using a simple graphics program and collaborate closely with internal departments to ensure customer satisfaction.

Specific Tasks:

• Answer inbound phone calls and emails from existing or prospective clients with professionalism and courtesy.

• Respond to inquiries, conduct research, and resolve problems, errors, or complaints in a timely and effective manner.

• Perform accurate data entry of customer orders; ensure quality and efficiency throughout the order process.

• Utilize Excel and other tools for tracking, processing, and reporting as needed.

• Assist customers with custom setup printing products using programs similar to Publisher.

• Apply math, measuring, and layout skills when assisting with product requirements and order setup.

• Provide proactive follow-up with customers regarding orders, updates, and issue resolution.

• Build and maintain strong business relationships with customers by demonstrating active listening, patience, and solution-focused communication.

• Cross-sell and recommend complementary products and services when appropriate.

• Collaborate with production and customer account departments to resolve order issues or escalate concerns as necessary.

• Demonstrate flexibility in assignments and adaptability to changes in customer needs and business processes.

• Manage time effectively to meet deadlines while balancing multiple priorities.

• Support team objectives and contribute positively to company culture and values.

• Perform other related duties and responsibilities as assigned.

Required Qualifications

Skills / Core Competencies

• Minimum of 3 years’ experience in a fast-paced customer service environment.

• Strong phone presence with excellent verbal and written communication skills.

• Proficiency in Microsoft Excel and general computer applications.

• Ability to learn and use Publisher (or similar graphics programs) for customer product setup.

• Demonstrated active listening and reframing ability to understand customer needs.

• Strong problem-solving skills with analytical and logical thinking.

• Ability to work with math, measuring, and layout tasks in product preparation.

• Patience, professionalism, and adaptability when handling changing demands or challenging situations.

• Effective time management, organization, and multitasking skills.

• Reliability, punctuality, and a strong work ethic.

• Commitment to teamwork and collaboration.

Education/Experience

• High school diploma or equivalent required; further education or training preferred.

• Minimum of 3 years’ customer service experience in a fast-paced environment.

• Experience with data entry, order processing, and cross-department communication.

Physical/Environmental Demands

• Office setting with normal, moderate noise levels.

• Regularly requires long periods of sitting with frequent computer and phone use.

• Occasional mobility for filing and accessing office equipment.