Customer Service & Estimating Representative

The Customer Service & Estimating Representative serves as a primary point of contact among customers, sales, estimating, purchasing, and internal operations teams. The role primarily supports the customer service function by managing customer orders, requirements, documentation, and communications throughout the order lifecycle. The position also cross-trains in estimating processes to provide assigned support and business continuity for the company's centralized estimating function.

Customer service is the primary responsibility of the role; estimating activities are performed using established methods and in coordination with the primary estimator and Customer Service Manager. The representative is expected to deliver accurate, timely, and clearly documented work while providing professional and responsive customer service. The anticipated work allocation is approximately 75% customer service and 25% estimating support and cross-training.

Priorities may shift based on customer demand, workload, employee absences, and business continuity needs.

Essential Duties and Responsibilities
1. Receive and Review Customer Orders Receive customer purchase orders and requests through email, sales coordination, or other approved channels.

Promptly acknowledge receipt of customer orders.

Review purchase orders for completeness before processing and resolve missing or conflicting information.
2. Validate Pricing, Specifications, and Order Details Verify customer pricing against approved quotes and initiate quote revisions when required.

Confirm product specifications, quantities, due dates, shipping requirements, and other order details match the customer purchase order.

Coordinate revised purchase orders with the customer before processing when discrepancies exist.

Coordinate new or revised specifications with customers and internal teams.
3. Enter, Confirm, and Maintain Orders Enter customer orders into company systems accurately and in a timely manner.

Create and issue order acknowledgments to formally confirm order acceptance.

Maintain accurate order, item, material, and customer records throughout the order lifecycle.

Process approved order changes, cancellations, corrections, replacements, and returns.
4. Coordinate Materials, Artwork, and Production Requirements Order or coordinate required materials, including film, according to approved job specifications.

Manage artwork preparation, revisions, plate requirements, and approvals with customers, prepress vendors, and internal teams when applicable.

Confirm materials, artwork, and specifications are complete and approved before release to production.
5. Prepare Documentation and Release Work to Operations Generate, print, and assemble job documentation and production packets as required by workflow.

Prepare labels and other customer- or production-specific documentation.

Verify production paperwork accurately reflects the approved order, quote, artwork, and specifications.

Complete required quality checks and support manager audit or release requirements.
6. Communicate Order Status and Resolve Issues Proactively communicate order status, shipment details, delays, constraints, and changes to customers and internal stakeholders.

Work closely with sales, production, quality, purchasing, shipping, and other operations personnel to resolve order issues.

Support rush requests, shortages, corrections, replacements, complaints, and returns, including initiation of the appropriate internal process.

Coordinate with shipping and operations regarding customer delivery requirements and order status.
7. Provide Estimating Support and Backup Coverage Cross-train on company estimating systems, methods, documentation, and approval requirements.

Prepare assigned new estimates…