Customer Support Representative

We are seeking a detail-oriented and customer-focused professional to coordinate customer orders from intake through production and delivery. This position processes work orders, prepares quotes, enters billing information, routes materials to production areas, monitors job progress, and communicates with customers and internal teams to ensure orders are completed accurately and on time.

• Process in-person, telephone, electronic, and hard-copy work orders.
• Complete order forms accurately and legibly.
• Enter jobs into the computer system and initiate first-screen billing.
• Assist with preparing customer quotes and reviewing project costs.
• Examine original hard-copy documents for completeness, accuracy, and defects.
• Review digital files for completeness and potential production issues.
• Contact customers by phone or email regarding order questions, missing information, or required corrections.
• Document order concerns and communicate issues to the Production Manager.
• Consult with the Estimator regarding costs and communicate pricing information to customers.
• Follow established estimating procedures, including review and approval requirements.
• Route artwork, copy, digital files, prints, supplies, and other materials to the appropriate production areas.
• Resolve digital-order issues or obtain assistance from technical personnel when needed.
• Communicate with customers throughout production and provide updates regarding job status.
• Refer questions about jobs in progress to the appropriate Production Manager.
• Monitor job orders throughout the production process.
• Coordinate with production, sales, shipping, warehouse, and carrier personnel to expedite orders.
• Follow up on orders to help ensure delivery by specified dates and times.
• Trace missing, delayed, or potentially late shipments.
• Provide customers with information regarding products, processes, software and hardware requirements, and production turnaround times.
• Inform customers of unit prices, anticipated shipping dates, delays, and other relevant order details.
• Identify opportunities to sell additional services or merchandise to current and former customers.
• Occasionally greet and assist walk-in customers.
• Participate in ongoing and other training to maintain and improve technical knowledge.
• Work weekends occasionally, as needed.
• Perform other duties and responsibilities as assigned.

• High school diploma or equivalent.
• Excellent customer service and communication skills.
• Basic knowledge of Microsoft Windows.
• Strong working knowledge of:
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
• Ability and willingness to learn Sub-Hub and PlanWell.
• Basic understanding of small-format, large-format, and color production processes.
• Ability to prepare and provide customer quotes.
• Strong attention to detail and accuracy.
• Ability to follow through on assignments and respond quickly to changing situations.
• Ability to work effectively in a fast-paced, multitasking environment.
• Ability to work collaboratively in a team-oriented setting.

• Prior reprographics, print production, copy center, or commercial printing experience.
• Experience with estimating, order entry, billing, or production coordination.
• Familiarity with digital file preparation and print-production workflows.

This position works in a team-driven, fast-paced environment and requires frequent communication with customers, production staff, sales personnel, warehouse employees, shipping teams, and carriers.