Customer Service Representative

Summary

We are seeking an experienced Customer Service Representative to support customer accounts in a high volume print and direct mail production environment. This role is responsible for managing customer communication, entering and tracking orders, coordinating job details, and working closely with production, prepress, mailing, shipping, and sales to ensure projects are completed accurately and on time.

The ideal candidate will have experience in commercial printing, direct mail, envelopes, fulfillment, or print production customer service and be comfortable managing multiple jobs, deadlines, and customer requests at once.

Key Responsibilities

• Serve as the main point of contact for assigned customer accounts
• Communicate with customers regarding job status, specifications, questions, changes, approvals, and delivery timelines
• Enter and review job orders, estimates, purchase orders, and production instructions
• Review customer files, job tickets, proofs, mailing details, paper requirements, envelopes, inserts, and finishing needs
• Work closely with production, prepress, mailing, warehouse, shipping, and sales teams to move jobs through the workflow
• Track active jobs and provide timely updates to customers and internal teams
• Coordinate proof approvals, revisions, change requests, and customer signoffs
• Help identify missing information, production concerns, schedule conflicts, or quality issues before they impact delivery
• Support scheduling and prioritization by communicating customer needs and deadlines clearly
• Assist with billing questions, job documentation, and internal record keeping
• Maintain accurate notes, job details, customer instructions, and order history
• Provide a high level of customer service while balancing production timelines and company procedures
• Support a team focused environment with strong communication, follow through, and accountability

Required Qualifications

• Previous customer service, account coordination, or project coordination experience in print, direct mail, manufacturing, packaging, or a related production environment
• Strong communication skills with customers, sales, production, and internal departments
• Ability to manage multiple active jobs and deadlines at one time
• Strong attention to detail and accuracy
• Ability to read and understand job tickets, specifications, proofs, and customer instructions
• Comfortable working in a fast paced production environment
• Strong follow up and organizational skills
• Basic computer skills, including Microsoft Office
• Reliable attendance and a professional, team oriented attitude

Preferred Qualifications

• Experience in commercial printing, direct mail, envelopes, mailing services, fulfillment, or print production
• Familiarity with job tickets, paper stocks, envelopes, inserts, bindery, finishing, and mailing requirements
• Experience working with prepress, production, shipping, and mailing departments
• Understanding of USPS mailing processes or direct mail production is a plus
• Experience with print management, MIS, ERP, or production tracking systems
• Prior experience supporting high volume or time sensitive customer accounts

Skills and Competencies

• Strong customer service mindset
• Clear written and verbal communication
• High attention to detail
• Strong organization and follow through
• Ability to prioritize and multitask
• Problem solving mindset
• Sense of urgency
• Ability to work well across departments
• Professional and dependable
• Comfortable handling customer questions, changes, and deadlines

Compensation and Benefits

• Competitive pay based on experience
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) options
• Opportunity to grow within customer service, account management, sales support, or production coordination

Work Environment

This position works in an office and production support environment within a print and direct mail manufacturing facility. The role requires regular communication with customers and internal departments to ensure jobs are produced accurately, efficiently, and on schedule.