Print Shop Customer Service Rep

Must have Large Format experience and Print experience.

Key Responsibilities

As part of the XPI team, you would work with customers via phone and email. This position

involves understanding customers’ needs, recommending the best printing and manufacturing

methods for their projects, and providing estimates for those projects.

Also, a critical note is to use touchpoints to ensure the customer’s attention remains on XPI’s

receipt of art files and approval of digital/hard proofs to move the project into production

effectively.

Essential Skills:

• Proven customer service experience within the printing, graphics, or related print

manufacturing industry.

• Strong attention to detail and organizational skills are a must, as printing jobs often

involve multiple precise specifications.

• Excellent verbal and written communication skills, with the ability to translate technical

printing terminology to customers.

• Proficiency in using relevant computer systems, including Microsoft (Word and Excel)

and CRM software.

• Strong problem-solving abilities and the capacity to multitask and manage competing

deadlines in a busy environment.

Key Responsibilities:

• Serve as the main point of contact for customer inquiries and issues via phone or email.

• Provide quotes, process orders, and ensure all job details and specifications (e.g., paper

type size, finish) are accurate and complete.

• Communicate project specifications clearly to the Prepress, Production, and Shipping

teams to coordinate internal efforts.

• Track order status across all production stages and proactively update customers on

potential delays or schedule changes.

• Handle customer complaints or concerns with professionalism and empathy, resolving

issues or escalating complex problems to management when necessary.

• Assist with administrative tasks related to orders, including billing paperwork as needed.

• Develop and maintain strong, positive relationships with new and existing customers to

ensure repeat business and high satisfaction.