Customer Service Rep - 1st Shift

Customer Service Rep - 1st Shift, 8AM-5PM, Mon-Fri

The Customer Services Representative serves as the liaison between Rotary clients and Vestcom’s coordinating departments to ensure projects are completed on time and client satisfaction remains high. The role is the key contact for specific assigned clients, providing day‑to‑day client relationship involvement, tracking projects, and resolving issues.

• Serve as a point of contact between assigned accounts and Vestcom.
• Handle 20+ client accounts, typically with revenue less than $5MM.
• Communicate effectively with clients to ensure projects are completed on time and issues are resolved expeditiously.
• Provide regular status updates to keep clients informed of project status, changes, issues, and special requests.
• Provide Account Management support to clients independently and in conjunction with Vestcom’s Commercial team to drive higher client satisfaction.
• Present customers with new products, samples, and pricing for revenue growth.
• Keep the Client Services Manager updated on any changes made to client orders/products.
• Participate in regular and ad hoc meetings for client projects and client issues.
• Coordinate new client projects and/or requested changes on an ongoing basis, ensuring the proper completion of assigned projects.
• Gather all information necessary to begin projects such as die layouts, creative, quantities and pricing, store lists, delivery schedules, etc.
• Ensure that all required elements of information needed by internal departments are supplied by the client.
• Review and perform quality checks on pre‑production proofs (whenever possible) to ensure all changes/updates have been made correctly.
• Prepare and maintain documentation related to client requests, issue tracking and resolution, performance statistics, and product inventory or billing data as required.
• Initiate client credit requests based on complaint resolution.
• Develop working knowledge of client’s business processes and organization to provide excellent service.
• Ensure total client satisfaction through the timely completion of client requests.
• Coordinate the scheduling and prioritization of jobs and requests, ensuring client deadlines are maintained.
• Communicate routinely with production management on special production job scheduling needs.
• Evaluate and determine when committing to expedited, un‑billed shipping methods is necessary to meet client delivery requirements.
• Ensure compliance with internal policies, procedures and internal controls in accordance with the Sarbanes‑Oxley Act 2002 Section 404.

• High School diploma or GED required.
• 3 to 5 years of related business experience and/or training in client service; or an equivalent combination of education and work experience required. Previous printing industry experience preferred.
• Ability to be diplomatic with challenging clients.
• Excellent oral, interpersonal and written communication skills; able to effectively communicate information to clients and employees.
• Ability to work in a collaborative, team‑oriented environment, working with clients (both internal and external), all employees, and others professionally.
• Strong organizational skills with the ability to manage multiple projects concurrently, delivering against deadlines with keen attention to detail to ensure highest quality of deliverables.
• Proficiency in Excel, Word, and Google Apps (Gmail, Calendar, Drive, Sheets, Docs).
• Ability to embody and reflect Avery Dennison’s core values.
• Compliance with Company policies concerning maintaining a drug‑free workplace.
• Compliance with all Company policies, including all safety policies and procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or other protected status. EEO/M/F/Vet/Disabled. All information will be kept confidential in accordance with EEO guidelines.