Customer Service Representative

Company Description

Imprimus focuses on manufacturing high-quality labels and films, emphasizing consistency, materials expertise, and best-in-class customer service. With manufacturing facilities throughout the country, Imprimus offers the service and responsiveness of a local partner to customers anywhere. The organization’s shared values and culture ensure an easy, convenient experience built around customers’ needs, while expanded resources and reach support accurate, durable, and visually appealing labels and films.

Position Summary

The Customer Service Representative (CSR) serves as the primary liaison between customers, the production team, and sales. This role ensures accurate order processing, effective communication, and a positive customer experience from order entry through delivery. The ideal candidate has strong attention to detail, excellent communication skills, and prior experience in a manufacturing or printing environment.

Key Responsibilities

• Serve as the main point of contact for assigned customer accounts.

• Process new orders, revisions, and reorders accurately in the ERP system.

• Review job tickets and artwork to ensure all specifications align with customer requirements.

• Communicate order status updates, lead times, and shipping information to customers and internal departments.

• Coordinate with Scheduling, Prepress, and Production teams to meet delivery dates.

• Manage customer inquiries, complaints, and quality issues with professionalism and urgency.

• Prepare price quotes, order acknowledgments, and documentation as needed.

• Maintain accurate digital and paper records of customer interactions and transactions.

• Support Sales Representatives with account management and project coordination.

• Participate in daily production meetings to track order progress.

• Ensure all work complies with company standards for quality, service, and accuracy.

Qualifications

• High school diploma required; Associate’s or Bachelor’s degree preferred.

• 2+ years of customer service experience in the label printing, packaging, or manufacturing industry preferred.

• Strong working knowledge of order entry systems or ERP software (experience with LabelTraxx or similar a plus).

• Proficient in Microsoft Office (Excel, Outlook, Word).

• Excellent written and verbal communication skills.

• Strong organizational and time-management abilities.

• Ability to multitask and prioritize in a fast-paced environment.

• Team-oriented, professional, and dependable work ethic.

Work Environment

• Office-based role within a manufacturing plant setting.

• Regular interaction with Production, Scheduling, Prepress, and Shipping departments.

• Standard Monday–Friday schedule; occasional overtime may be required during peak demand.

Compensation & Benefits

• Competitive hourly rate or salary based on experience.

• Comprehensive benefits package including medical, dental, vision, life insurance, and 401(k).

• Paid time off and company-recognized holidays.

• Opportunity for career growth within a multi-plant label and packaging organization.

Equal Opportunity Employer

We are an equal-opportunity employer and make employment decisions based on merit and other legitimate business reasons. We want to have the best available people in every job. Therefore, we do not discriminate and do not permit its employees to discriminate against other employees or applicants because of race, color, creed, sex, gender, transgender status, age, sexual orientation, national origin, citizenship, ancestry, religion, marital status, military service/veteran status, physical or mental disability, genetic information, medical condition, or any other characteristic protected by local, state, or federal law.