Commercial Print Customer Service & Sales Representative

Commercial Print Customer Service & Sales Representative Position Summary

The Commercial Print Customer Service & Sales Representative is responsible for maintaining and growing customer relationships, developing new business, and serving as a primary point of contact for commercial print customers.

This position requires a working understanding of the entire commercial print process—from customer request and file preparation through printing, finishing, and delivery. While the primary focus is customer service and sales, the CSR must understand how each stage of production affects cost, quality, scheduling, and the finished product in order to effectively serve the customer.

The position may also include assisting with production and bindery efforts as needed to better understand workflow, support the team, and help meet customer deadlines.

• Build relationships with existing customers while helping identify and develop new business opportunities.
• Manage the full sales cycle, from prospecting and needs assessment through proposal development, negotiation, and close.
• Consistently achieve revenue, retention, and customer-experience goals while maintaining accurate pipeline and account information in the CRM.
• Work with customers to understand their needs, gather accurate job information, and recommend appropriate print products and options.
• Follow up with customers on estimates, current projects, completed work, and future printing needs.
• Provide friendly, responsive customer service and serve as a primary contact for commercial print customers.
• Coordinate customer projects with design and production staff, including estimates, proofs, approvals, changes, and scheduling.
• Maintain a working knowledge of the print process in order to communicate realistic expectations regarding pricing, materials, production requirements, and turnaround times.
• Support the overall needs of the print shop, including assisting with production or bindery when necessary to meet deadlines and better understand shop workflow.

A successful CSR must understand how a job moves through the shop and why each step matters. This includes recognizing how information gathered at the beginning of a job affects estimating, design, materials, production, finishing, scheduling, and ultimately the finished product.

The CSR is not expected to be the primary production operator, but should develop enough practical knowledge to ask the right questions, recognize potential problems, recommend appropriate options, accurately represent the shop’s capabilities, and avoid making commitments that cannot reasonably be produced.

Hands-on exposure to production and finishing will be part of learning the position and understanding how customer requests become finished products.

This position requires active ownership of customer relationships
, not simply processing orders as they are received. The employee is expected to maintain regular contact with customers, anticipate upcoming needs whenever possible, and look for opportunities to retain, strengthen, and grow each account.

• Strong customer service, communication, and interpersonal skills.
• Good organization, attention to detail, and follow-through.
• Comfortable communicating with both existing and prospective customers.
• Willingness and ability to learn commercial printing processes and terminology.
• Ability to manage multiple customer projects and priorities.
• Previous customer service, sales, account management, advertising, marketing, or commercial printing experience is preferred but not required.
• Basic computer proficiency and willingness to learn print-related systems.
• Willingness to travel to other markets

Because this is a customer-facing position, business casual dress is required. Employees are expected to maintain a neat, professional appearance and represent the company positively in customer and community interactions.

Success in this position is measured by performance to objective(s), strong customer relationships, customer retention and growth, development of new business, accurate job information, consistent follow-through, and a growing understanding of the commercial print process.