Customer Service Representative

Job Description

Job Description

General Summary

This role provides high-quality customer service by responding to inquiries, requests, and concerns while accurately processing customer data to ensure timely and efficient production of orders. The position requires excellent communication, problem-solving, and technical skills, with the ability to adapt to changing demands in a fast-paced environment. In addition to handling customer service interactions, this individual will support product setup using a simple graphics program and collaborate closely with internal departments to ensure customer satisfaction.

 

Specific Tasks:

· Answer inbound phone calls and emails from existing or prospective clients with professionalism and courtesy.

· Respond to inquiries, conduct research, and resolve problems, errors, or complaints in a timely and effective manner.

· Perform accurate data entry of customer orders; ensure quality and efficiency throughout the order process.

· Utilize Excel and other tools for tracking, processing, and reporting as needed.

· Assist customers with custom setup printing products using programs similar to Publisher.

· Apply math, measuring, and layout skills when assisting with product requirements and order setup.

· Provide proactive follow-up with customers regarding orders, updates, and issue resolution.

· Build and maintain strong business relationships with customers by demonstrating active listening, patience, and solution-focused communication.

· Cross-sell and recommend complementary products and services when appropriate.

· Collaborate with production and customer account departments to resolve order issues or escalate concerns as necessary.

· Demonstrate flexibility in assignments and adaptability to changes in customer needs and business processes.

· Manage time effectively to meet deadlines while balancing multiple priorities.

· Support team objectives and contribute positively to company culture and values.

· Perform other related duties and responsibilities as assigned.

 

Required Qualifications

 

Skills / Core Competencies

· Minimum of 3 years’ experience in a fast-paced customer service environment.

· Strong phone presence with excellent verbal and written communication skills.

· Proficiency in Microsoft Excel and general computer applications.

· Ability to learn and use Publisher (or similar graphics programs) for customer product setup.

· Demonstrated active listening and reframing ability to understand customer needs.

· Strong problem-solving skills with analytical and logical thinking.

· Ability to work with math, measuring, and layout tasks in product preparation.

· Patience, professionalism, and adaptability when handling changing demands or challenging situations.

· Effective time management, organization, and multitasking skills.

· Reliability, punctuality, and a strong work ethic.

· Commitment to teamwork and collaboration.

Education/Experience

· High school diploma or equivalent required; further education or training preferred.

· Minimum of 3 years’ customer service experience in a fast-paced environment.

· Experience with data entry, order processing, and cross-department communication.

Physical/Environmental Demands

· Office setting with normal, moderate noise levels.

· Regularly requires long periods of sitting with frequent computer and phone use.

· Occasional mobility for filing and accessing office equipment.