Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support direct mail and print production programs in New York. This contract opportunity with permanent potential is ideal for someone who thrives in a fast-moving environment and can oversee multiple client projects from initial planning through final delivery. The person in this role will act as a key point of contact for customers while coordinating production details, timelines, quality standards, and budget expectations across each campaign.

Responsibilities:
• Manage several direct mail client accounts at once, serving as the primary contact for service needs, project updates, and issue resolution.
• Coordinate campaign execution from kickoff through completion, aligning production schedules, deliverables, and customer expectations.
• Oversee order entry and related documentation to ensure accurate job setup, specifications, and workflow tracking.
• Partner with internal production teams across digital printing, finishing, personalization, data processing, lettershop operations, and mail preparation to keep projects moving on time.
• Monitor quality, turnaround times, and costs throughout each assignment, making adjustments when needed to maintain service commitments.
• Respond to inbound customer inquiries and provide timely follow-up through phone, email, and other communication channels.
• Support outbound communication with clients and internal stakeholders to confirm requirements, communicate status, and address changes.
• Apply postal and mailing guidelines when planning and executing campaigns to help ensure compliance and efficient distribution.• At least 3 years of customer service experience within direct mail, print production, or a closely related environment.
• Proven ability to manage account service and production coordination for multiple active projects simultaneously.
• Working knowledge of direct mail workflows, including digital print, bindery or finishing, data processing, personalization, lettershop services, and postal requirements.
• Experience handling order entry and maintaining accurate job details in a production or service setting.
• Strong verbal and written communication skills with the ability to support clients in a fast-paced team environment.
• Comfortable managing inbound and outbound customer interactions while maintaining professionalism and attention to detail.
• Demonstrated ability to balance quality expectations, delivery deadlines, and budget considerations across client projects.