Customer Service Representative

Job Description

Job Description

Position Summary:
The Customer Service Representative serves as a key point of contact between customers and production in a fast-paced plate and die manufacturing environment. This role is responsible for managing incoming orders, ensuring accuracy of specifications and artwork, coordinating with internal departments, and delivering timely, clear communication to customers. The ideal candidate is highly detail-oriented, organized, and capable of balancing multiple priorities while maintaining a high level of customer satisfaction.

Key Responsibilities:

• Customer & Sales Support:
  Respond to customer and sales inquiries via phone and email regarding plates, dies, artwork, specifications, pricing, and lead times.

• Order Processing:
  Review and process incoming orders for printing plates and cutting dies, ensuring all specifications (dimensions, materials, artwork files, and tolerances) are accurate and complete.

• Job Coordination:
  Enter orders into the system and coordinate with prepress, production, and shipping teams to ensure jobs are completed on schedule.

• Artwork & File Management:
  Receive, organize, and verify customer-supplied artwork files; communicate with customers regarding missing or incorrect information.

• Problem Resolution:
  Troubleshoot order discrepancies, production delays, and quality concerns; provide timely updates and solutions to customers.

• Documentation & Recordkeeping:
  Maintain detailed and accurate records of orders, revisions, approvals, and customer communications.

• Quality & Accuracy Checks:
  Double-check job tickets and specifications to prevent production errors and ensure customer satisfaction.

• Relationship Building:
  Develop strong relationships with customers by providing proactive communication and reliable service.

Qualifications:

• Industry Knowledge (Preferred):
  Experience in flexographic printing, packaging, plate-making, die-cutting, or a related manufacturing environment is a plus.

• Attention to Detail:
  Ability to interpret technical specifications, measurements, and artwork instructions with high accuracy.

• Communication Skills:
  Strong written and verbal communication skills; able to clearly explain technical details to customers.

• Organization & Multitasking:
  Capable of managing multiple orders simultaneously while meeting deadlines in a fast-paced setting.

• Technical Skills:
  Comfortable using email, order entry systems, and basic file handling (PDFs, artwork files). Experience with ERP systems is a plus.

• Problem-Solving Ability:
  Proactive and solutions-oriented when handling customer concerns or production challenges.

• Reliability:
  Dependable, punctual, and committed to delivering consistent, high-quality service.

Work Environment:

• Fast-paced manufacturing/production setting

• Frequent coordination with production, prepress, and shipping departments

• Deadline-driven with a strong focus on accuracy and turnaround times