Customer Service Representative

Job Title: Customer Service Representative

Location: Santa Fe Springs, CA (On-site, remote/hybrid not available)

Base Pay: $26.00 - $30.00 per hour (based on experience)

Employment Type: Full-Time

Industry: Printing / Manufacturing

Other Compensations : Health Insurance, Dental, Vison, Paid Vacation, 5 Personal Days, 9 Paid Holidays, 401K plan, Flexible Spending Account, Life Insurance, Long Term Disability, Employee Assistance Program.

About Steven Label:

Steven Label manufactures labels, overlays, membrane switches, sensors, product instructions for use (IFUs) and folding cartons - largely for the medical device industry. We provide our customers with some unique and valuable resources, including:

• A proprietary on-line system that permits order placement, tracking and art submission.
• ISO 13485 procedures to ensure quality products are delivered on time.
• 2 major manufacturing locations in California, 1 in Arizona and 1 in Mexico with broad capabilities including screen, flexographic, offset and digital printing.
• Support of Vendor Managed Inventory programs.
• In-house engineering expertise in the manufacture of membrane switches and medical sensors.
• Product Instructions for use on lightweight, pharmaceutical grade paper.
• A commitment to delivering world class service to customers.
• In business since 1954, Steven Label has a seasoned, customer-focused staff at all levels - customer service, sales, engineering, production and management.

Position Summary

We are seeking an experienced Customer Service Representative to join our team. In this role, you will be responsible for processing orders, communicating directly with customers, and ensuring a seamless experience from order entry through product shipment. This position requires the ability to quickly learn the technical aspects of our products and applications while working closely with high-level purchasing agents from large companies.

The ideal candidate will possess strong problem-solving skills, a high level of accuracy, and a commitment to timely and thorough follow-through. You must be able to communicate professionally and effectively with both internal teams and external clients.

Primary Responsibilities:

• Provide outstanding customer service through professional oral and written communication.
• Review customer specifications (e.g., blueprint, material, drawings, etc.) to prepare work orders for manufacturing.
• Process customer orders and prepare accurate quotes.
• Respond to customer emails, messages and calls in a timely manner.
• Support customers with product design and technical inquiries.
• Maintain document control within an ERP system, along with various customer scheduling reports.
• Build and maintain strong relationships with customers to understand their products and requirements.
• Collaborate with internal departments including Art, Production, Sales, and Accounting to ensure on-time delivery and product quality.
• Work in a fast-paced, customer-focused environment with a high volume of communication via email.
• Conduct customer meetings through video conferencing, telephone, and face-to-face interactions as required.
• Present information clearly and professionally in person and virtually.
• Identify and implement creative solutions to customer challenges.
• Foster a positive and collaborative team environment.
• Maintain predictable and reliable attendance and be on site daily
• Other duties as assigned

Requirements:

• A high school diploma or equivalent is required
• 5+ years of customer service experience required.
• Previous experience in printing, packaging, or manufacturing industries strongly preferred.
• Previous knowledge or familiarity with blueprints and material specifications
• Proficient computer skills, including experience with order management systems.
• High level attention to detail, with a proven track record of managing multiple priorities in a fast-paced, email heavy environment.
• Proven track record of thinking outside of the box and solutions focused on the best possible outcome for the customer and company.
• Ability to work effectively with cross-functional teams.
• Ability to read and understand work instructions in English is required.
• Bilingual in Spanish a plus but not required
• Previous experience working in ISO 13485 environment preferred but not required

Physical Ability Requirements

• Ability to sit for extended periods of time on the computer.
• Ability to lift up to 20 lbs on a regular basis and up to 50 lbs occasionally.
• Sitting, standing, bending, reaching, etc....

If you are a proactive, detail-oriented professional with a passion for delivering exceptional customer experience, we'd love to hear from you.

Steven Label is an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.

Mon-Fri 8:30 AM-5:00 PM