Customer Service Representative

Summary

The Customer Service Representative is primarily responsible for the organization, management, and support of incoming and in-progress jobs by serving as an extension of our client’s marketing, CRM, loyalty, and creative teams. The role involves acknowledging all incoming orders in a timely and professional manner, accurately recording customer requests and job specifications, managing file manipulation and setup, approving work orders for production, and monitoring all communications with customers and the design and production teams.

• Accurately record customer requests and job specifications.
• Manipulate files and set up job data.
• Monitor all communications with customers and the design and production teams.
• Maintain ongoing communication focused on details necessary to process orders efficiently.
• Coordinate with the client on timing of approvals for data and art.
• Conduct proof reviews to ensure compliance with client and company standards.
• Identify and troubleshoot production-related problems and solutions.
• Facilitate the rollout of customer specifications for jobs and provide relevant information to colleagues.
• Maintain knowledge of company product lines, capabilities, market conditions, and competitive activity.
• Document account/department best practices, special projects, and SOPs.
• Handle front‑end customer walk‑ins and take client phone calls as required.

• Print industry experience.
• Self‑starter with a sense of urgency and ability to multi‑task.
• Superior organizational skills.
• Flexibility to handle frequent change.
• Teamwork and effective interaction with others.
• Strong Microsoft Office skills.
• Basic proficiency in Adobe InDesign, Photoshop, and Illustrator.
• Good problem‑solving skills and excellent memory.
• Effective electronic and face‑to‑face communication skills.
• Attentive to detail and positive disposition.
• Basic math functions.
• Works in the best interests of the client and the company.

This job is generally performed in a professional office environment but may involve work in a production area with exposure to fumes, mechanical parts, vibration, and moderate to loud noise. The role routinely uses standard office equipment such as computers and smartphones.

The position requires communication with employees and customers in person, on the phone, and electronically. It is largely sedentary but may occasionally require movement throughout the office and production areas to access other departments, files, or equipment.

This is a full‑time position with a standard 40‑hour work week. Overtime may be required depending on business necessity.

• 2+ years of experience in digital or large‑format print production.
• 2+ years of experience in account management.
• Associate’s degree or higher in Business Administration and/or Graphic Arts/Visual Communications.

Graphic Village is committed to using recruiting and hiring techniques that attract a diverse pool of applicants. We use fair selection criteria that have no adverse impact on protected classes. The company provides equal opportunity in employment to all applicants without regard to race, color, religion, sex, age, national origin, disability, genetic information, marital status, military, veteran or citizenship status, pregnancy, childbirth, or related medical condition.

Please note this job description is not comprehensive. Duties, responsibilities, and activities may change at any time with or without notice.