Customer Service Representative (CSR)

Job Description

Job Description

Sunline Products is seeking a Customer Service Representative to serve as a key link between our customers, Sales, Art, and Production teams.

This is a hands-on coordination role in a fast-paced screen printing and apparel production environment. The position requires someone who can communicate confidently with customers, understand order requirements, manage multiple priorities, and help move jobs from approved estimate through artwork, production, and final delivery.

While extensive industry experience is not required, successful candidates should have prior professional experience in customer service, sales support, order coordination, print/apparel production, graphics, promotional products, or a similar client-facing environment.

Candidates with experience in screen printing, embroidery, apparel decoration, promotional products, signage, graphics, printing, or related industries are strongly preferred.

Key Responsibilities

• Serve as a primary communication liaison between customers, Sales, Art, and Production.
• Provide professional, responsive customer service while developing an understanding of each customer's order requirements and expectations.
• Convert approved estimates into accurate, production-ready jobs.
• Review order details for completeness, including quantities, garment or product specifications, artwork requirements, deadlines, payment status, shipping instructions, and special production requirements.
• Coordinate project timelines to ensure customer expectations and production capacity remain aligned.
• Keep customers and Sales Representatives informed of order status, artwork approvals, production milestones, changes, and anticipated completion dates.
• Coordinate the artwork and customer approval process and follow up on outstanding approvals to prevent unnecessary production delays.
• Monitor jobs throughout the production process and proactively identify missing information, scheduling concerns, or other issues that could affect completion.
• Communicate production delays, order discrepancies, or potential customer concerns to Sales and management promptly.
• Conduct press checks when required to verify order specifications, print placement, colors, and overall quality.
• Participate in daily production meetings by providing job updates, identifying scheduling concerns, and helping prioritize workflow.
• Maintain accurate customer and order information within company systems.
• Manage multiple active orders simultaneously while maintaining accuracy and attention to detail.
• Assist customers and Sales Representatives with questions regarding orders, products, artwork, production requirements, and timelines.
• Develop working knowledge of Sunline's screen printing, apparel decoration, and production processes in order to communicate effectively with both customers and internal departments.

Qualifications

Required

• At least 1 year of professional customer service, sales support, account coordination, order management, or similar client-facing work experience.
• Demonstrated experience communicating directly with customers in a professional business environment.
• Strong verbal and written communication skills.
• Strong organizational and time-management abilities.
• Exceptional attention to detail and accuracy.
• Ability to manage multiple customer orders, deadlines, and priorities simultaneously.
• Strong problem-solving skills and the ability to recognize when an issue requires immediate attention.
• Comfortable working in a fast-paced production or deadline-driven environment.
• Proficiency with Microsoft Office and general business computer applications.
• Ability and willingness to learn production terminology, processes, products, and company systems.

Strongly Preferred

• Previous experience in screen printing, embroidery, apparel decoration, promotional products, commercial printing, signage, graphics, or a related industry.
• Familiarity with artwork files, proofs, color specifications, garment styles, print locations, production specifications, or similar graphics-related concepts.
• Experience supporting a sales team or managing customer orders from initial request through completion.
• Experience working in a manufacturing, production, fulfillment, or other order-driven environment.
• Experience using order management, CRM, ERP, Printavo, SAGE, or similar business software.

What We're Looking For

The strongest candidate will be someone who already understands that good customer service is more than answering phones and responding to emails. You should be comfortable owning an order, asking questions when information is missing, following up with customers and coworkers, catching problems before they reach production, and keeping multiple projects moving at the same time.

You do not need to be a screen printing expert on your first day. However, we are looking for someone with enough professional customer service, sales, production, graphics, or order-management experience to quickly learn the industry and become an effective member of the team.

Compensation & Benefits

• Pay: $15.00–$17.00 per hour, based on relevant experience.
• Monthly performance bonus opportunities.
• 401(k) with company matching, subject to eligibility requirements.
• Monday through Friday schedule.
• No nights or weekends.
• Opportunities for advancement and professional development.

Sunline Products is looking for someone who wants to build expertise, take ownership of their work, and grow within a fast-moving production environment.

Sunline Products has been a trusted name in screen printing, embroidery, signs, graphics, and promotional products since 1994. Located in Katy, TX, we pride ourselves on being a one-stop shop for businesses, schools, and organizations looking for branded and custom merchandise, uniforms, signs, and awards. With 30 years of experience, we are dedicated to delivering high-quality products with a personal touch.

Our team includes dedicated sales representatives, an award-winning graphics team, and skilled production experts who work together to bring our customers’ visions to life. At Sunline Products, we believe in fostering a fun, collaborative, and professional environment where creativity and innovation thrive.

Join us and become part of a company that values excellence, customer satisfaction, and continuous growth.

Company Description

Sunline Products has been a trusted name in screen printing, embroidery, signs, graphics, and promotional products since 1994. Located in Katy, TX, we pride ourselves on being a one-stop shop for businesses, schools, and organizations looking for branded and custom merchandise, uniforms, signs, and awards. With 30 years of experience, we are dedicated to delivering high-quality products with a personal touch.\r\n\r\nOur team includes dedicated sales representatives, an award-winning graphics team, and skilled production experts who work together to bring our customers’ visions to life. At Sunline Products, we believe in fostering a fun, collaborative, and professional environment where creativity and innovation thrive.\r\n\r\nJoin us and become part of a company that values excellence, customer satisfaction, and continuous growth.