Customer Service Representative / Project Coordinator

Position Summary

The Customer Service Representative / Project Coordinator serves as a primary point of contact between our customers, sales representatives, estimating, graphic design, and production teams.

This position is responsible for managing customer orders and coordinating projects from initial order entry through production, completion, and delivery. The ideal candidate is highly organized, detail-oriented, proactive, and committed to providing exceptional customer service.

The CSR plays a critical role in ensuring customer expectations are clearly communicated, jobs are processed accurately, deadlines are met, and projects move efficiently through the company.

Key Responsibilities

1. Customer Service & Communication

· Serve as a primary point of contact for customers via phone, email, and in-person communication.

· Build and maintain professional, positive, and trustworthy customer relationships.

· Respond promptly to customer inquiries, requests, and concerns.

· Understand customer needs, project specifications, deadlines, and expectations.

· Provide timely updates regarding order status, proofs, production schedules, and deliveries.

· Address customer concerns and coordinate resolutions with appropriate team members.

· Maintain clear, accurate records of customer communications and changes.

2. Order Entry & Job Ticket Management

· Receive and process orders from customers and sales representatives.

· Create and maintain complete, accurate job tickets using PrintSmith.

· Verify all job specifications, including quantities, sizes, stocks, materials, colors, finishing, packaging, shipping, and delivery requirements.

· Confirm customer information, pricing, purchase orders, and requested completion dates.

· Prepare and send order confirmations to customers.

· Ensure all necessary job information and documentation are available before releasing work into production.

· Record and communicate customer changes promptly, including any impact on pricing or delivery dates.

· Maintain accurate job records throughout the production process.

3. Project Coordination & Workflow Management

· Coordinate projects between sales, estimating, graphic design, purchasing, production, finishing, and shipping.

· Monitor active jobs to ensure projects are progressing according to schedule.

· Follow up with internal departments to confirm job readiness and completion dates.

· Identify potential delays, missing information, or production issues before they affect deadlines.

· Communicate scheduling concerns and customer priorities to management and production personnel.

· Coordinate special project requirements, including outside vendors, installations, mailing, fulfillment, and deliveries as applicable.

· Take ownership of assigned projects and follow through until completion.

4. Proofing & Quality Control

· Coordinate customer proofs and approvals before production.

· Verify that proofs reflect customer specifications, including correct dimensions, bleeds, quantities, and finishing requirements.

· Ensure required customer approvals are documented before releasing jobs to production.

· Communicate revisions and corrections clearly to the graphic design and production teams.

· Review job documentation for accuracy and completeness.

· Help prevent errors, reprints, delays, and unnecessary production costs through careful attention to detail.

5. Sales Support & Customer Retention

· Support sales representatives with customer communication, order processing, and project coordination.

· Assist with repeat orders, reorders, and customer requests.

· Identify opportunities to offer additional products and services that meet customer needs.

· Help promote the full capabilities of the company.

· Maintain strong customer relationships that encourage repeat business and long-term loyalty.

6. Teamwork & Accountability

· Maintain effective communication with all departments.

· Participate in production and workflow meetings as needed.

· Follow established company procedures for job entry, proofing, production handoffs, and order completion.

· Provide backup support to other customer service team members.

· Maintain an organized workload and prioritize multiple projects effectively.

· Take initiative to resolve problems rather than waiting for issues to escalate.

· Contribute ideas to improve customer service, efficiency, and internal workflows.

· Perform additional duties as assigned by management.

Qualifications & Skills

· Previous customer service, project coordination, or administrative experience preferred.

· Experience in commercial printing, signage, graphic communications, or a related industry is a plus.

· Strong organizational skills and exceptional attention to detail.

· Excellent written and verbal communication skills.

· Ability to manage multiple projects, prioritize responsibilities, and meet deadlines.

· Proficiency in Microsoft Outlook, Excel, and Word.

· Experience with PrintSmith or similar print management software preferred.

· Ability to learn printing terminology, production processes, materials, and equipment capabilities.

· Strong problem-solving skills and the ability to work effectively under pressure.

· Professional, dependable, positive, and team-oriented attitude.

· Willingness to take responsibility and follow through on assigned tasks.

Performance Expectations

Success in this position will be measured by:

· Accuracy: Complete and accurate job tickets, specifications, and customer information.

· Timeliness: Prompt order entry, proof coordination, and customer communication.

· Organization: Effective tracking and follow-through on assigned jobs.

· Customer Satisfaction: Professional service, responsiveness, and resolution of concerns.

· Team Communication: Clear and timely handoffs between departments.

· Accountability: Proactive identification of issues and ownership of assigned responsibilities.

· Efficiency: Helping minimize errors, rework, missed deadlines, and unnecessary costs.

Pay: $20.00 - $24.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Vision insurance

Work Location: In person