Position Overview

We are seeking a highly organized, customer-focused, and detail-oriented Customer Service Representative (CSR) to join our print and marketing team. The CSR will be responsible for managing customer inquiries, preparing quotes, following up on opportunities, coordinating print projects, performing graphic design tasks, collecting payments, operating digital print equipment, and assisting the production team to ensure jobs are completed accurately and on time.

The ideal candidate is professional, proactive, comfortable speaking with customers, and willing to learn all aspects of the print production process.

Key Responsibilities

Customer Service & Sales Support

• Greet customers in person, by phone, and via email.
• Respond to customer inquiries regarding products, pricing, turnaround times, and services.
• Build and maintain positive relationships with customers.
• Understand customer needs and recommend appropriate print and marketing solutions.
• Create and maintain customer records in company systems.
• Handle customer complaints professionally and coordinate resolutions.
• Maintain a high level of customer satisfaction and professionalism.

Quoting & Estimating

• Prepare accurate quotes for printing, signage, promotional products, engraving, and marketing materials.
• Follow up on all open quotes through phone calls and emails.
• Track quote conversions and maintain quote records.
• Contact customers regarding outstanding estimates and pending orders.
• Proactively identify upselling and cross-selling opportunities.

Sales Follow-Up & Business Development

• Conduct follow-up calls on inactive customers.
• Contact customers regarding previous orders and future needs.
• Follow up on leads generated through phone calls, email inquiries, website requests, and walk-in traffic.
• Assist in generating repeat business and customer retention.
• Schedule customer meetings and consultations when required.

Email & Administrative Management

• Monitor and respond to company emails promptly.
• Process customer requests received through email.
• Maintain organized electronic and physical files.
• Prepare work orders and job tickets.
• Update customer information and project notes.
• Assist with invoicing and administrative duties.

Graphic Design & Prepress

• Design business cards, brochures, flyers, postcards, banners, signs, decals, labels, forms, booklets, and other printed materials.
• Make customer-requested revisions and artwork changes.
• Prepare print-ready files according to production specifications.
• Review artwork for errors, quality, resolution, and print compatibility.
• Create basic layouts and marketing materials.
• Assist customers with design consultations and recommendations.
• Ensure all artwork meets company quality standards.

Payment Collection & Accounts Support

• Process customer payments accurately.
• Collect deposits before production when required.
• Follow up on outstanding invoices and overdue accounts.
• Issue receipts and maintain payment records.
• Coordinate with management regarding accounts receivable.
• Assist in resolving billing discrepancies.

Digital Press Operation

• Operate digital printing equipment safely and efficiently.
• Produce high-quality printed materials according to specifications.
• Monitor print quality throughout production runs.
• Load paper stocks and production materials.
• Perform routine cleaning and maintenance of equipment.
• Troubleshoot basic equipment issues when possible.
• Maintain production schedules and deadlines.

Production Support

• Assist the production department during busy periods.
• Prepare jobs for printing, finishing, and shipping.
• Help organize workflow and production schedules.
• Assist with cutting, folding, binding, laminating, packaging, and finishing tasks.
• Ensure jobs move