Customer Service Representative

Position Title: Customer Service Representative [CSR] – Promotional Products Industry Work Hours: Monday – Friday, 8:00am – 4:30pm Classification: Non-Exempt Position Type: Full-Time Company Description House of Doolittle, founded in 1919, is a U.S.-based manufacturer of high-quality desk pads, calendars, and appointment books. Since 1990, the company has committed to using recycled materials, including paper made with 100% post-consumer fiber and soy-based inks. All products are made in the USA and processed chlorine-free, reflecting a strong focus on environmental responsibility. Over the years, House of Doolittle has continually increased the sustainability of its materials and production methods. Since 1989, the company has donated 5% of its profits to organizations dedicated to creating a more sustainable environment. Role Description In the promotional products industry, customer service isn’t just about answering phones – it’s about project management, creative problem-solving and acting as the vital link between customers and production teams. The ideal candidate for this role is detail-oriented, can multi-task and understands how to navigate tight deadlines with a calm, solution-oriented mindset. In this industry, deadlines are absolute. A delivery arriving the day after a customer’s trade show or corporate event is a total failure. Success in this role means managing timelines assertively so every product arrives exactly when and how it was promised. Duties and Responsibilities Order Processing and Management: Primary CSR for custom promotional product and collegiate channel and back up for stock product office products channel; process customer purchase orders, order acknowledgements and production documentation accurately and efficiently; obtain order prepayments and calculate shipping holds; communicate order status updates, revisions and shipping information with customers; maintain customer master files; manage collegiate licensing requirements including license applications, product labeling, royalty reporting; work with multi-line sales representatives; backup for buying group maintenance and daily invoicing Art and Proofing Coordination: Act as liaison between customers and our art department; verify custom product specifications for accuracy prior to production; proof products prior to production Customer Consultation: Answer incoming inquiries via phone and email; assist customers with product brainstorming, sample requests and requests for quotes; guide orders from initial inquiry to final delivery; execute outreach for custom product reorders and promotions; work with mail house on marketing mailings and email blasts; assist accounting department with collection of Form W-9’s, sales tax exemption documents, credit requests, collection of past due balances Proactive Problem Solving: Engage with all departments to ensure timely product completion; clearly explain product specifications and limitations to customers in a professional manner; monitor order statuses closely and if a delay occurs, proactively find alternative solutions; resolve and communicate order discrepancies, production delays and shipping issues to customer with clarity and empathy Travel for Industry Trade Shows: Approximately 10% domestic travel to industry trade shows typically during Q1 required; includes show preparation, booth set up and break down and educational sessions; travel on weekends may be required and is dependent on show organizer schedules; some lifting and climbing required during booth set up and break down General Office Duties: Answer and direct all incoming calls; greet building visitors; order office supplies; delivery of daily mail throughout office; filing Other duties as assigned by management; duties may change at any time with or without notice Knowledge, Skills and Abilities 1-3 years customer service experience preferred Prior experience in promotional products, college bookstore, and printing industry preferred Attention to detail and organizational skills are critical for this role Ability to prioritize a high volume of orders at different stages of production without losing track of deadlines Excellent written and verbal communication skills; ability to respond promptly, accurately, courteously to customer inquiries Proficiency in Microsoft Office, order management systems and other forms of technology; experience with industry-specific platforms like ASI ESP+, SAGE Supplier Center a plus Familiarity with artwork file formats including AI, EPS, PDF and vector Familiarity with collegiate trademark licensing process a plus Ability to work independently and collaboratively with all departments in a team environment Ability to problem-solve, independently make decisions and communicate any issues back to management with appropriate level of urgency Overtime may be required during peak season High school diploma or equivalent Applicant must be eligible to work in the United States of America Interested candidates can submit resume to View email address on click.appcast.io #J-18808-Ljbffr House of Doolittle