Client Services Representative II

Overview

The Client Service Representative II (CSR II) provides first-level support for assigned clients, ensuring accuracy, timeliness, and a high level of responsiveness in all service interactions. Reporting to the Manager, Client Services, this role acts as a liaison between Sales, Client Success Managers, and Production teams to coordinate and manage daily order activities, approvals, and fulfillment tasks. The CSR II is responsible for end‑to‑end order management, ensuring client requirements are accurately translated into production and delivery processes.

This role requires a proactive communicator with strong attention to detail, capable of working independently while collaborating across multiple departments to deliver an exceptional client experience.

• Act as the primary liaison between CSMs/Sales and internal operations to coordinate daily client needs, order processing, and communication updates.
• Manage end‑to‑end order processing, including order entry, confirmation, change requests, and tracking through the ERP system and other G+D tools.
• Coordinate internal communication across Production, Scheduling, Procurement, Quality, and Shipping to ensure timely fulfillment and accurate documentation.
• Review and update work in progress (WIP) items and dashboards; participate in scheduled calls to review status and client updates.
• Ensure compliance with departmental procedures, SOPs, and quality standards while maintaining data accuracy and system integrity.
• Support CSMs with client visits, audits, or press checks, providing organized preparation and clear follow‑up.
• Collaborate with Quality and Production teams to log, track, and support resolution of client complaints, incident responses, or quality issues.
• Provide backup support for other team members as needed and assist in training or key user activities related to SAP or other systems.

• High school diploma required; bachelor’s degree strongly preferred.
• Minimum 2 years of order management experience in a Manufacturing, Printing, Financial, or related environment.
• Demonstrated advanced working knowledge of end‑to‑end client order processes across varying client types.
• Strong understanding of manufacturing, fulfillment, or card body production environments (or equivalent experience).
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams); experience with digital file navigation and document handling.
• ERP experience required; SAP strongly preferred.
• Strong organization, planning, and multitasking skills with a high attention to detail and accuracy.
• Excellent written and verbal communication skills; professional and client‑oriented demeanor.
• Proven attendance and reliability, with the ability to maintain consistent on‑site work hours.
• Self‑motivated and team‑oriented, with a proactive approach to meeting client expectations and deadlines.

• Client Advocacy:
  Anticipates and addresses client needs proactively.
• Account Ownership:
  Takes full accountability for assigned client relationships and outcomes.
• Operational Rigor:
  Maintains structure, accuracy, and discipline in all client processes.
• Collaboration:
  
  Partners effectively across functions and departments.
• Continuous Improvement:
  Identifies and drives process optimization opportunities.
• Professional Judgement:
  Makes sound decisions balancing client requirements and operational capabilities.

The pay range for this position is $45,000-$50,000 and is eligible for an annual bonus. Benefits offered to eligible employees include medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K with employer match, short/long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more.