Client Service Representative II

Client Service Representative II

The Client Service Representative II (CSR II) provides first-level support for assigned clients, ensuring accuracy, timeliness, and a high level of responsiveness in all service interactions. Reporting to the Manager, Client Services, this role acts as a liaison between Sales, Client Success Managers, and Production teams to coordinate and manage daily order activities, approvals, and fulfillment tasks. The CSR II is responsible for end-to-end order management, ensuring client requirements are accurately translated into production and delivery processes. This role requires a proactive communicator with strong attention to detail, capable of working independently while collaborating across multiple departments to deliver an exceptional client experience.

Key Responsibilities

• Act as the primary liaison between CSMs/Sales and internal operations to coordinate daily client needs, order processing, and communication updates.
• Manage end-to-end order processing, including order entry, confirmation, change requests, and tracking through the ERP system and other G+D tools.
• Coordinate internal communication across Production, Scheduling, Procurement, Quality, and Shipping to ensure timely fulfillment and accurate documentation.
• Review and update work in progress (WIP) items and dashboards; participate in scheduled calls to review status and client updates.
• Ensure compliance with departmental procedures, SOPs, and quality standards while maintaining data accuracy and system integrity.
• Support CSMs with client visits, audits, or press checks, providing organized preparation and clear follow-up.
• Collaborate with Quality and Production teams to log, track, and support resolution of client complaints, incident responses, or quality issues.
• Provide backup support for other team members as needed and assist in training or key user activities related to SAP or other systems.

Qualifications and Skills

• High school diploma required; bachelor's degree strongly preferred.
• Minimum 2 years of order management experience in a Manufacturing, Printing, Financial, or related environment.
• Demonstrated advanced working knowledge of end-to-end client order processes across varying client types.
• Strong understanding of manufacturing, fulfillment, or card body production environments (or equivalent experience).
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams); experience with digital file navigation and document handling.
• ERP experience required; SAP strongly preferred.
• Strong organization, planning, and multitasking skills with a high attention to detail and accuracy.
• Excellent written and verbal communication skills; professional and client-oriented demeanor.
• Proven attendance and reliability, with the ability to maintain consistent on-site work hours.
• Self-motivated and team-oriented, with a proactive approach to meeting client expectations and deadlines.

Key Competencies

• Client Advocacy: Anticipates and addresses client needs proactively.
• Account Ownership: Takes full accountability for assigned client relationships and outcomes.
• Operational Rigor: Maintains structure, accuracy, and discipline in all client processes.
• Collaboration: Partners effectively across functions and departments.
• Continuous Improvement: Identifies and drives process optimization opportunities.
• Professional Judgement: Makes sound decisions balancing client requirements and operational capabilities.

The pay range for this position is $50,000-$55,000 and is eligible for an annual bonus. Benefits offered to eligible employees include, medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w/ employer match, short/long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more.