Client Service Representative II

Overview

The Client Service Representative II (CSR II) provides first-level support for assigned clients ensuring accuracy timeliness and a high level of responsiveness in all service interactions. Reporting to the Manager Client Services this role acts as a liaison between Sales Client Success Managers and Production teams to coordinate and manage daily order activities approvals and fulfillment tasks. The CSR II is responsible for end-to-end order management ensuring client requirements are accurately translated into production and delivery processes. This role requires a proactive communicator with strong attention to detail capable of working independently while collaborating across multiple departments to deliver an exceptional client experience.

Key Responsibilities

• Act as the primary liaison between CSMs/Sales and internal operations to coordinate daily client needs order processing and communication updates.
• Manage end-to-end order processing including order entry confirmation change requests and tracking through the ERP system and other GD tools.
• Coordinate internal communication across Production Scheduling Procurement Quality and Shipping to ensure timely fulfillment and accurate documentation.
• Review and update work in progress (WIP) items and dashboards; participate in scheduled calls to review status and client updates.
• Ensure compliance with departmental procedures SOPs and quality standards while maintaining data accuracy and system integrity.
• Support CSMs with client visits audits or press checks providing organized preparation and clear follow-up.
• Collaborate with Quality and Production teams to log track and support resolution of client complaints incident responses or quality issues.
• Provide backup support for other team members as needed and assist in training or key user activities related to SAP or other systems.

Qualifications and Skills

• High school diploma required; bachelors degree strongly preferred.
• Minimum 2 years of order management experience in a Manufacturing Printing Financial or related environment.
• Demonstrated advanced working knowledge of end-to-end client order processes across varying client types.
• Strong understanding of manufacturing fulfillment or card body production environments (or equivalent experience).
• Proficient in Microsoft Office (Word Excel Outlook Teams); experience with digital file navigation and document handling.
• ERP experience required; SAP strongly preferred.
• Strong organization planning and multitasking skills with a high attention to detail and accuracy.
• Excellent written and verbal communication skills; professional and client-oriented demeanor.
• Proven attendance and reliability with the ability to maintain consistent on-site work hours.
• Self-motivated and team-oriented with a proactive approach to meeting client expectations and deadlines.

Key Competencies

• Client Advocacy: Anticipates and addresses client needs proactively.
• Account Ownership: Takes full accountability for assigned client relationships and outcomes.
• Operational Rigor: Maintains structure accuracy and discipline in all client processes.
• Collaboration: Partners effectively across functions and departments.
• Continuous Improvement: Identifies and drives process optimization opportunities.
• Professional Judgement: Makes sound decisions balancing client requirements and operational capabilities.

The pay range for this position is $50000-$55000 and is eligible for an annual bonus. Benefits offered to eligible employees include medical (PPO and HDHP with HSA) dental vision paid time off paid holidays 401K w/ employer match short/long term disability life insurance healthcare and dependent care flexible spending EAP commuter benefits education assistance pet insurance legal and more.

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GieseckeDevrient ePayments America Inc. is an Equal Opportunity Employer M/F/Veteran/Disability/Sexual Orientation/Gender Identity

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