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.