Customer Service Representative

Job Description

Job Description

Our client is looking for a Customer Service Representative to support clients and coordinate orders in Arlington Heights, Illinois. This role is ideal for someone who thrives in a deadline-driven environment, stays organized across multiple priorities, and communicates clearly with both customers and internal teams. The person in this position will help keep custom and stock product orders on track from initial request through final delivery while providing thoughtful service and practical solutions.

THIS POSITION IS 100% ON-SITE

*10% (4 times/year) TRAVEL TO TRADESHOWS IS REQUIRED FOR THIS POSITION*

Pay: $25/hour-$29/hour

Benefits: Medical, Dental, Vision, 401k, Paid Time Off

Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster

Responsibilities:

• Manage customer orders from purchase order receipt through shipment, ensuring all documentation, acknowledgements, payment details, and delivery information are completed accurately.

• Serve as the main point of contact for customers, sales partners, and production teams by providing updates, answering questions, and coordinating changes throughout the order lifecycle.

• Review product details and proofs before production, confirm specifications are correct, and partner with the art team to move custom projects forward efficiently.

• Handle quote requests, sample coordination, reorder outreach, and product-related follow-up to support ongoing customer needs and sales activity.

• Monitor production and shipping timelines closely, escalate risks early, and work across departments to resolve delays, discrepancies, or fulfillment issues before they affect delivery commitments.

• Support licensed product processes by maintaining required documentation, tracking labeling needs, and assisting with royalty and compliance-related activities.

• Perform administrative customer service tasks such as maintaining account records, processing invoicing support, collecting required forms, and assisting with past-due balance follow-up.

• Contribute to office operations by answering incoming calls, welcoming visitors, distributing mail, ordering supplies, and assisting with other administrative needs as assigned.

• Travel domestically on a limited basis for industry trade shows, including event preparation, booth setup and breakdown, and participation in scheduled sessions.

• 3+ years of customer service experience in a fast-paced business environment.
• Strong accuracy and organization skills with the ability to manage multiple orders and deadlines at the same time.
• Experience with order entry, order fulfillment, proofing, and proofreading in a customer-facing setting.
• Comfortable handling inbound and outbound communication with customers, sales representatives, and internal departments.
• Working knowledge of CRM and ERP systems for maintaining customer records, order details, and workflow updates.
• Ability to explain product details clearly, address issues professionally, and provide solutions with urgency and empathy.
• Previous experience in promotional products, printing, or college bookstore-related industries is preferred.
• Willingness to travel approximately 10% domestically, including occasional weekend travel and light physical activity for trade show setup.