Customer Service Representative
14 days ago
Deer Park
Job Description Customer Service Representative Job Title: Customer Service Representative (CSR) Department: Customer Service Reports To: Customer Service Manager The Opportunity The Customer Service Representative (CSR) is an essential, customer-facing role focused on delivering exceptional service and fostering strong relationships within our specialized printed packaging sector. You will be proactive, highly detail-oriented, and adept at managing a dedicated portfolio of key accounts. You are responsible for building strong rapport through effective communication to deliver on the customer’s precise printed packaging needs. Job Summary The CSR acts as the primary customer liaison, managing the end-to-end customer journey from initial inquiry and order placement through final delivery. This role requires seamless coordination across internal production, logistics, and quality teams to ensure a consistently excellent customer experience. Key Responsibilities Customer Support & Order Management • Serve as the main communication point via phone, email, and online channels, providing knowledgeable product and service support., • Manage the comprehensive order lifecycle, including accurate entry, confirmation, art file inspection, plate ordering, and tracking updates., • Proactively manage and communicate changes, special requests, and potential delays efficiently and professionally., • Liaise closely with Production, Scheduling, and Shipping departments to guarantee timely order fulfillment and reliable on-time delivery commitments., • Monitor material and finished goods inventory levels, advising customers on accurate lead times and product availability., • Promptly handle and process customer complaints, returns, and quality concerns, collaborating with the Quality Control team., • Assist in troubleshooting complex printing, material, or packaging issues in collaboration with technical experts., • Maintain detailed and accurate records of all customer interactions, orders, and issues within the CRM system. Required Qualifications • Previous experience in Customer Service, Order Management, or Sales Support, preferably within a fast-paced environment., • Demonstrated experience in a manufacturing, printing, or flexible packaging industry is highly desirable., • Exceptional written and verbal communication and interpersonal skills, with a proven ability to cultivate positive customer relationships., • Superior organizational ability and detail-orientation, capable of successful multitasking., • Proficiency with Microsoft Office Suite, Adobe Acrobat, and CRM systems., • In-depth knowledge of flexible packaging materials, printing processes, and standard industry lead times., • Experience with specialized order processing or Enterprise Resource Planning (ERP) software., • Office-based role., • We offer a competitive compensation package and comprehensive benefits, including health insurance, Paid Time Off (PTO), and a 401(k) retirement plan., • Excellent opportunities for professional development and career advancement within the company.