Customer Service Specialist (CSR II)

Key Responsibilities

• Serve as a primary customer contact for order entry, order updates, and day-to-day communication.
• Receive and process customer orders, artwork, pricing requests, and related documentation.
• Review orders for completeness, accuracy, and production readiness prior to release.
• Maintain accurate customer records, order documentation, and system updates.
• Cook up activities across:
• Customer Service
• Production
• Scheduling
• Prepress
• Quality
• Sales
• Support the movement of jobs through the production lifecycle from order receipt through shipment.
• Coordinate artwork, proofs, approvals, and supporting documentation.
• Communicate timelines, changes, and customer requirements clearly to internal teams.
• Support key service and operational metrics including:
• responsiveness
• order accuracy
• on-time delivery
• service consistency
• Identify and escalate issues that may impact:
• production
• delivery
• customer satisfaction
• Aid in accurate billing, shipping verification, and documentation processes.

Customer Experience

• Respond to customer questions, concerns, and requests with urgency and professionalism.
• Resolve routine customer issues while escalating more complex concerns appropriately.
• Maintain strong communication and follow-through throughout the order lifecycle.
• Support a positive, customer-focused experience across all interactions.

Cross-Functional Collaboration

• Work collaboratively across plants and functions to improve communication and execution consistency.
• Support standardized processes, workflows, and documentation practices.
• Contribute to continuous improvement and operational consistency initiatives.

Qualifications & Experience

• 2--3+ years of Customer Service, Sales Support, or manufacturing coordination experience.
• Manufacturing, print, packaging, labels, or related industry experience preferred.
• Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred.
• Strong organizational and multitasking skills.
• Strong communication and customer service skills.
• ERP/system experience preferred.
• Ability to work in a fast-paced, team-oriented manufacturing environment.