CUSTOMER SERVICE REPRESENTATIVE

Job Description

Job Description

Customer Service Representative

At KDV Label, we’re passionate about what we do and hold ourselves, and one another, accountable to living our core values each day: craftsmanship, care, collaboration, creativity, and curiosity. This creates a friendly and rewarding work environment where you can grow your career and truly be part of the team.

KDV Label has production facilities in Waukesha, Wisconsin; Loveland, Colorado; and Sugar Grove, Illinois. We have become a leader in the label industry by maintaining our strong reputation for quality, consistency, and performance.

Our Customer Experience Team is instrumental in upholding that reputation. Working together across Account Management and Customer Service, the team is responsible for ensuring each customer is served at the exemplary level for which KDV is known. Understanding and delivering on KDV’s philosophy and processes for providing world-class service are critical to every role on this high-performing, customer-focused team.

Reporting to the Director of Account Management, the Customer Service Representative provides tactical customer and administrative support to KDV’s Account Management team. This position helps deliver a responsive, accurate, and consistent customer experience through order processing, project coordination, customer communication, documentation, and other day-to-day account needs.

Working closely with Account Managers, the Customer Service Representative helps ensure customer requests and orders move efficiently through KDV’s systems and internal departments. This role requires exceptional attention to detail, responsiveness, organization, and the ability to manage multiple priorities in a fast-paced manufacturing environment.

Our team works from our headquarters in Waukesha, Wisconsin. We are looking for team players with excellent written and verbal communication skills, strong attention to detail, and, most importantly, a passion for customer service.

Responsibilities

• Support Account Managers with the day-to-day execution of customer accounts and projects.
• Enter, process, and maintain customer orders accurately and according to established procedures.
• Communicate routine order status, shipping information, documentation, and project updates to customers in a timely manner.
• Maintain accurate customer, order, project, item, and communication records within KDV systems.
• Gather required information and documentation from customers to support quoting, order entry, artwork, production, and shipping.
• Review customer documentation, specifications, quotes, proofs, and order information for completeness and accuracy.
• Compare customer-supplied information against established specifications and identify discrepancies or missing information for resolution.
• Coordinate with Account Management, Scheduling, Prepress, Quality, Shipping, Production, Estimating, and other departments as necessary to support customer requirements.
• Assemble and coordinate label, material, and product samples for current and prospective customers.
• Assist with routine customer questions and service needs, escalating issues to the appropriate Account Manager when additional account ownership or decision-making is required.
• Submit quality concerns through established procedures and assist with customer communication and follow-up through resolution.
• Follow established systems, procedures, and standard operating practices.
• Develop working knowledge of KDV’s customers, materials, capabilities, production processes, and requirements.
• Exhibit and uphold KDV’s Core Values in all situations.

Qualifications

• Passion for customer service and supporting a high-performing team.
• Superb attention to detail and accuracy.
• Strong organization and ability to manage multiple priorities in a fast-paced environment.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to develop and maintain professional and respectful relationships with customers, team members, and employees at all levels.
• Ability to read and interpret documentation, estimates, specifications, requirements, and other written instructions.
• Intermediate mathematical skills.
• Proficiency in Microsoft Office products required.
• ERP and/or CRM experience preferred.

Education / Experience

• Associate degree or equivalent experience preferred.
• At least two years of related customer service, account support, or administrative experience preferred.
• Manufacturing experience preferred; print and packaging industry experience a plus.

Physical Requirements

Ability to sit, stand, walk, and use a computer for extended periods of time.

Ability to visit production areas as needed and occasionally travel between facilities or customer locations.

Benefits

1. Medical, Vision, and Dental insurance
2. 401(k) + 401(k) matching
3. Employee assistance program
4. Health savings account
5. Company Paid Life insurance
6. Paid time off + Holidays
7. Referral Program
8. Company Events

Equal Opportunity Employer

It is the policy of KDV Label to provide equal employment opportunity (EEO) to all candidates and employees regardless of age, color, national origin, citizenship status, ancestry, disability, race, religion, creed, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law.