Customer Support Representative

Job Description

Job Description

Customer Service / Project CoordinatorPosition Overview

We are seeking a detail-oriented and customer-focused professional to coordinate customer orders from intake through production and delivery. This position processes work orders, prepares quotes, enters billing information, routes materials to production areas, monitors job progress, and communicates with customers and internal teams to ensure orders are completed accurately and on time.

Essential Duties and Responsibilities

• Process in-person, telephone, electronic, and hard-copy work orders.
• Complete order forms accurately and legibly.
• Enter jobs into the computer system and initiate first-screen billing.
• Assist with preparing customer quotes and reviewing project costs.
• Examine original hard-copy documents for completeness, accuracy, and defects.
• Review digital files for completeness and potential production issues.
• Contact customers by phone or email regarding order questions, missing information, or required corrections.
• Document order concerns and communicate issues to the Production Manager.
• Consult with the Estimator regarding costs and communicate pricing information to customers.
• Follow established estimating procedures, including review and approval requirements.
• Route artwork, copy, digital files, prints, supplies, and other materials to the appropriate production areas.
• Resolve digital-order issues or obtain assistance from technical personnel when needed.
• Communicate with customers throughout production and provide updates regarding job status.
• Refer questions about jobs in progress to the appropriate Production Manager.
• Monitor job orders throughout the production process.
• Coordinate with production, sales, shipping, warehouse, and carrier personnel to expedite orders.
• Follow up on orders to help ensure delivery by specified dates and times.
• Trace missing, delayed, or potentially late shipments.
• Provide customers with information regarding products, processes, software and hardware requirements, and production turnaround times.
• Inform customers of unit prices, anticipated shipping dates, delays, and other relevant order details.
• Identify opportunities to sell additional services or merchandise to current and former customers.
• Occasionally greet and assist walk-in customers.
• Participate in ongoing and other training to maintain and improve technical knowledge.
• Work weekends occasionally, as needed.
• Perform other duties and responsibilities as assigned.

Required Qualifications

• High school diploma or equivalent.
• Excellent customer service and communication skills.
• Basic knowledge of Microsoft Windows.
• Strong working knowledge of:
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
• Ability and willingness to learn Sub-Hub and PlanWell.
• Basic understanding of small-format, large-format, and color production processes.
• Ability to prepare and provide customer quotes.
• Strong attention to detail and accuracy.
• Ability to follow through on assignments and respond quickly to changing situations.
• Ability to work effectively in a fast-paced, multitasking environment.
• Ability to work collaboratively in a team-oriented setting.

Preferred Qualifications

• Prior reprographics, print production, copy center, or commercial printing experience.
• Experience with estimating, order entry, billing, or production coordination.
• Familiarity with digital file preparation and print-production workflows.

Work Environment

This position works in a team-driven, fast-paced environment and requires frequent communication with customers, production staff, sales personnel, warehouse employees, shipping teams, and carriers.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.