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POSITION ROLE SUMMARY

The Customer Service and Sales Support Representative (CSSR) serves as a primary point of contact for customers, supporting order management, inquiries, and service requests across multiple communication channels, including phone, email, and chat. This role plays a critical part in ensuring a seamless customer experience by coordinating closely with internal teams and maintaining accurate order information from initial inquiry through fulfillment.

The CSSR may also be responsible for managing ongoing relationships with key customers, including those with recurring or high-volume orders. Success in this role requires excellent communication skills, a strong sense of urgency, exceptional attention to detail, and the ability to work independently in a fast-paced manufacturing environment. The ideal candidate is proactive, solution-oriented, and adaptable, with a commitment to delivering outstanding customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

· Serve as a primary customer contact, handling inbound communications via phone, email, and chat in a professional and timely manner

· Manage customer orders from receipt through completion, ensuring accuracy, completeness, and adherence to timelines

· Collaborate closely with Account Managers, Graphic Arts, and Production teams to align customer expectations with production capabilities

· Provide accurate pricing, product specifications, and order guidance based on customer needs

· Enter, update, and maintain customer orders, notes, and communications within the ERP system

· Proactively follow up with customers regarding quotes, order status, changes, and open issues

· Build and maintain strong customer relationships to support repeat business and long-term partnerships

· Respond to customer inquiries in accordance with established service level agreements (SLAs)

· Identify customer needs and educate customers on additional products, services, or solutions that add value

· Assist Account Managers and New Business Development representatives with sales support and administrative tasks

· Partner with Customer Service Management and Production leadership to resolve order discrepancies, delays, or quality concerns

· Demonstrate a high level of professionalism, accountability, and ownership in resolving customer issues from start to finish

· Consistently meet or exceed established key performance indicators (KPIs) related to customer satisfaction, responsiveness, and order accuracy

MINIMUM QUALIFICATIONS

· 1–2 years of experience in customer service, contact center, or sales support–related roles

· Ability to multitask, prioritize workloads, and manage competing deadlines in a fast-paced environment

· Strong verbal and written communication skills with a customer-focused mindset

· High attention to detail and strong organizational skills

· Above-average computer proficiency and the ability to quickly learn new software systems

· Working knowledge of Microsoft Office applications, including Outlook, Word, and Excel

PREFERRED QUALIFICATIONS

· Associate’s or bachelor’s degree in Marketing, Communications, Business, or a related field, or equivalent professional experience

· 2–3 years of customer service experience in a sales-driven or manufacturing environment

· Experience working with ERP systems; familiarity with SAGE and Salesforce preferred

· Experience using Adobe InDesign or other design-related software

· Prior experience supporting sales teams or managing ongoing customer accounts

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SAFETY POLICY ADHERENCE

This is a non-confined workplace setting with offices and manufacturing co-located within the same facility. At times, it is necessary for the employee to enter or perform work in the production, shipping and receiving work areas. When entering these areas, the employee is required to adhere to all safety policies, stay within the designated walking paths and be aware of the work being performed around them. All individuals must prioritize safety and be alert in all areas of the building, parking lot and grounds being conscious of moving vehicles, forklifts, operating machinery, hoists, racks, and other potential hazards. The office and production environments may include, at times, minor annoyances such as noise, odors, drafts, etc.

DELEGATION OF AUTHORITY

The Customer Service and Sales Support Representative has complete authority to carry out all of the above responsibilities in accordance with the company’s policies and procedures, however without management approval he/she may not: