Customer Service Rep w/Graphic Design Experience

Position Summary

The Customer Service Rep serves as the primary point of contact for customers in a fast-paced digital print center. This role is responsible for managing incoming inquiries, preparing estimates, processing orders, communicating with the production team, and ensuring a smooth, positive customer experience from project initiation through delivery.

Key Responsibilities

• Serve as the first point of contact for walk-in, phone, and email customers.
• Understand customer needs and recommend print solutions, products, and services.
• Communicate production timelines, pricing, and job specifications clearly and professionally.
• Handle customer concerns or issues promptly and effectively.
• Prepare accurate job tickets, estimates, and order details for production.
• Review artwork files for completeness and basic print readiness.
• Cook up with the design and production teams to ensure accurate job fulfillment.
• Track job progress and keep customers informed about order status.
• Recommend additional services such as finishing options, signage, mailing, or marketing materials.
• Maintain knowledge of products, equipment capabilities, and pricing structures.
• Follow up with customers on previous orders or pending quotes.
• Maintain organized customer records, job logs, and communication notes.
• Process payments, invoices, and receipts accurately.
• Aid with daily center operations such as packaging completed orders.
• Support the production team during peak periods as needed.

Qualifications

• A high school diploma or equivalent is required.
• One to two years of customer service, sales, or administrative experience is preferred.
• Experience in the print or graphic communications industry is a plus.

Technical Skills

• Basic understanding of digital printing processes.
• Has one to two years with Adobe Acrobat or Adobe Creative Suite in a design production role.
• Ability to learn estimating and MIS systems.
• Comfortable using computers, email, and office software.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to multitask and stay organized.
• Professional, friendly, and customer-focused attitude.
• Problem-solving ability and willingness to collaborate.

Physical Requirements

• Ability to lift up to 25 lbs occasionally.
• Standing or walking for extended periods.
• Work in a front-office environment adjacent to production equipment.