The Customer Service Representative (CSR) is part of a team of graphic experts dedicated to innovation, working day after day to successfully translate graphics into well-known brands in the marketplace. In this role, the CSR serves as the primary point of contact for assigned accounts and manages projects from order entry through production and delivery.
This position requires a strong understanding of flexographic prepress, print production workflows, and packaging graphics in order to effectively communicate job specifications, evaluate technical requirements, and support both customers and internal production teams.
The CSR is responsible for entering, estimating, tracking, reviewing technical job details, coordinating final QC approval, and ensuring each project ships on time and within the approved estimate. This role also requires the ability to collaborate with production staff, customers, and vendors to resolve technical challenges and maintain high quality standards.
Status: Full-time; Salaried, Exempt
Location: Oshkosh, Wisconsin or Spartanburg, South Carolina
Essential Responsibilities:
1. Effectively manages the workflow of each job from the initial order to the final shipment, to include but not limited to entering, estimating, tracking, quality control approval and on-time shipping while ensuring job specifications meet technical and production requirements.
2. Gathers all necessary information from customers and vendors to create a sales order for each job in OEC production system; creates purchase orders for any outside services contracted for a job; and effectively and efficiently communicates the job specifications on the work order and any changes or revisions.
3. Actively performs as liaison between the customer, vendor, and production staff, answers questions and proactively provides technical and workflow solutions.
4. Develops, organizes, and maintains all customer and in-house documentation for each job.
5. Travels to customer locations as needed to on-board new clients, assist in the coordination of the workflow process and proprietary software (Fusion), and attend project meetings.
6. Resolves customer concerns within established guidelines or escalates concerns to management and recommends solutions; effectively and proactively communicates to mitigate conflict internally or externally.
7. Understands technical aspects of OEC services available to customers including flexographic prepress processes, plate production, and packaging graphics requirements.
8. Continually promotes and participates in safety and quality activities and initiatives.
9. Other duties as assigned.
Knowledge, Skills and Abilities:
- Solid understanding of printing, packaging, or flexographic prepress industry.
- Solid communication skills, both verbal and written.
- Strong project management skills managing multiple projects, on budget and within established deadlines.
- Solid computer skills on Mac platform and working knowledge in Adobe programs.
- Ability to make sound business decisions to meet the needs of the customers and maintain profitability goals.
- Ability to work under pressure with deadlines.
- Ability to understand and communicate technical production specifications to both customers and internal production teams.
Education and/or Experience:
Bachelor’s degree in Business, Graphic Arts or related field.
2+ years of experience in customer service in flexographic prepress, printing, packaging, or related graphics industry preferred.
Any combination of education and/or work experience will substitute for minimum qualifications.
Recent graduates are welcome to apply. Candidates with hands-on experience in print production, prepress, plate mounting, or packaging manufacturing are also encouraged to apply.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
