Customer Service Account Specialist

The Customer Service Representative is responsible for providing high-quality customer support through timely order entry, professional communication, and resolution of customer requests and issues. This role serves as a key point of contact for customers, handling both standard and non-standard orders while coordinating closely with internal departments to ensure accurate and efficient order processing.

This position requires prior customer service and order management experience, strong attention to detail, and the ability to manage multiple priorities in a fast-paced environment. The ideal candidate will be comfortable handling more complex customer situations, problem-solving independently, and supporting overall departmental efficiency and customer satisfaction.

• Receive, process, and submit customer orders for GIS products and services.
• Verify customer and order information for accuracy, including pricing, specifications, shipping details, and required documentation.
• Handle customer questions, order issues, and escalated concerns in a professional and timely manner.
• Manage both standard and non-standard customer order requests.
• Provide timely updates to customers regarding order status, shipping schedules, delays, and resolutions.
• Respond professionally to customer inquiries via phone and email while delivering proactive solutions and excellent customer service.
• Manage large volumes of incoming emails and monitor shared mailboxes to ensure timely responses and order processing.
• Coordinate with print, production, shipping, purchasing, and other departments to resolve issues and ensure customer satisfaction.
• Process returns, exchanges, customer claims, and corrective actions in accordance with company policies and procedures.
• Build and maintain strong customer relationships through effective communication and follow-up.
• Assist with identifying process improvements and improving communication workflows between departments.
• Ensure customer records, order details, and related documentation are accurate and up to date within ERP/CRM systems.
• Support team collaboration by assisting coworkers and sharing knowledge when needed.
• Assist with daily shipping processes and other operational tasks when required.

• High School Diploma or equivalent required;
  Associate’s degree preferred.
• At least 3 years of customer service, order entry, account management, or related experience preferred.
• Previous experience in manufacturing, printing, production, logistics, or a related industry preferred.
• Experience working in ERP and/or CRM systems preferred.
• Experience handling escalated customer concerns and more complex order management situations preferred.

• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and conflict resolution skills.
• Proficient computer skills with the ability to learn new software and systems.
• Ability to work collaboratively across departments.
• Service-oriented mindset with a focus on customer satisfaction and continuous improvement.
• Ability to work independently with minimal supervision.