Customer Service Representative

Responsibilities

• Respond promptly and professionally to customer inquiries via phone and email.
• Assist customers / distributors with product information, pricing, promotional programs, sample requests, order placement, order status updates, and generalized support.
• Collaborate with the Estimating and Order Entry departments to ensure accurate processing of customer orders.
• Resolve customer issues by identifying problems, finding solutions, and escalating when necessary.
• Maintain detailed records of customer interactions, conversations, and transactions in the company database.
• Provide support to the sales and production teams in managing customer expectations and delivery timelines.
• Coordinate with shipping and receiving departments to track and update order shipments.
• Support continuous improvement initiatives to enhance the customer service experience.
• Utilize internal quoting systems, databases, and Excel worksheets to prepare quotes and estimates.
• Process customer orders using JD Edwards and internal systems.
• Communicate with production, prepress, order entry, and customers regarding specifications, artwork, schedules, and order details.
• Review order information carefully to help ensure accuracy and smooth production flow.
• Document customer requests, concerns, inquiries, and resolutions clearly and accurately.
• Follow up with customers, vendors, and internal departments to support customer inquiries and order timelines.
• Develop a working knowledge of the vast Admore product line, websites, portals, sales tools, and manufacturing processes.
• Assist customers in navigating company websites, product offerings, and ordering options.
• Perform general clerical and administrative support duties as needed.
• Daily consistent shared phone coverage throughout the work day, with team members actively rotating incoming calls to ensure continuous frontline customer support at all times.
• Other duties as assigned.

At Admore, we are widely known throughout the industry for our top notch customer service and quality.

This role requires strong communication skills, attention to detail, multitasking ability, and a willingness to learn specialized Admore products, folder manufacturing processes, and internal workflows.

This is a full-time, on-site role. The daily work schedule is Monday through Friday; 8:30 a.m. – 5:00 p.m., with availability for mandatory overtime determined by the daily workload and staffing needs.

• High school diploma or equivalent required.
• Six to Twelve months related experience in customer service, office, administrative, or manufacturing support, preferably in print-related industry.
• Excellent verbal and written communication skills.
• Adaptable mindset.
• Strong problem-solving abilities.
• Strong attention to detail.
• Strong organizational skills.
• Proficient with Microsoft Office Suite and familiarity with customer management software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Team player with a customer-focused attitude and the ability to work collaboratively across multiple departments.
• Able to remain professional, exercise patience and maintain composure in challenging situations.
• Able to sit and remain stationary for extended periods of time while performing daily tasks.
• Knowledge of specialty printing products and processes is a plus.
• Knowledge of JD Edwards software is a plus.

• Sitting for extended periods of time, with occasional standing or walking when required.
• Frequent use of hands and fingers for typing, paperwork, and handling office materials and equipment.
• Ability to view computer screens, monitors, and printed documents, including close visual work.
• Occasional lifting and/or moving of materials up to 25 pounds.

Standard office environment with moderate noise levels, including phones, office equipment, and team communication throughout the work day.

Entry‑Level Pay Range: $16.00 - $17.25 hourly rate, determined and based on qualifications and level of experience

• Pay checks are issued weekly with direct deposit available.
• Overtime is paid after 40 hours.
• 9 paid holidays observed throughout the year.
• PTO available at hire, prorated…