Customer Service Representative

Job Description

Job Description

Customer Service RepresentativeGemini · Roxana, IL · Full Time · Hourly (Non-Exempt)Pay: $17.00 – $20.00 per hour, depending on experience ABOUT THE ROLEIf you like being the person customers trust, this is that job. As a Customer Service Representative, you are the day-to-day point of contact for a set of customer accounts. You answer the phone, return the call, get the order entered right, and follow through when something goes sideways. Our sales team can stay focused on selling because you keep customers taken care of.You will work alongside sales, production, scheduling, and shipping to keep commitments on track, and you will report to the Customer Service Manager.WHAT YOU'LL DOHandle incoming calls and emails from your customer accounts and respond promptly and professionally.Enter orders accurately into our scheduling and ERP systems, verify specifications, and confirm delivery dates before release to production.Send artwork and final proofs to customers for approval and track those approvals.Provide price quotes and follow up on sales leads with the sales team.Coordinate with production, scheduling, and shipping on order status, delivery dates, and in-flight changes.Communicate delays and resolution plans to customers proactively - the customer hears from you before they have to ask.Keep clear records of customer interactions in our CRM and order management systems.Resolve customer issues within your authority and escalate the rest to the Customer Service Manager or sales.Follow all safety protocols and company policies, including when on the production floor. WHAT YOU BRINGHigh school diploma or equivalent required; associate's degree or business/communications coursework is a plus.Customer support experience preferred.Strong phone presence and clear, professional verbal and written communication.Ability to multitask, prioritize, and stay organized in a fast-paced environment with shifting priorities.Attention to detail in order entry, recordkeeping, and customer correspondence.Computer literacy, including Microsoft Office, and the ability to learn CRM, ERP, and order entry systems.Reliability, professionalism, and consistent attendance.Familiarity with cutting die manufacturing, packaging, printing, converting, or promotional products is a plus, not a requirement. SCHEDULE AND WORK ENVIRONMENTFull-time, hourly, on-site at our Roxana, Illinois facility. No travel required. This is primarily office-based work at a computer and on the phone, with occasional trips to the production floor where safety glasses, hearing protection, and closed-toe footwear are required.