Winston Support Services

Compensation

Full Description

Customer Service Representative Job Title: Customer Service Representative (CSR) Department: Customer Service Reports To: Customer Service Manager The Opportunity The Customer Service Representative (CSR) is an essential, customer-facing role focused on delivering exceptional service and fostering strong relationships within our specialized printed packaging sector. You will be proactive, highly detail-oriented, and adept at managing a dedicated portfolio of key accounts. You are responsible for building strong rapport through effective communication to deliver on the customer’s precise printed packaging needs. Job Summary The CSR acts as the primary customer liaison, managing the end-to-end customer journey from initial inquiry and order placement through final delivery. This role requires seamless coordination across internal production, logistics, and quality teams to ensure a consistently excellent customer experience. Key Responsibilities Customer Support & Order Management • Serve as the main communication point via phone, email, and online channels, providing knowledgeable product and service support. • Manage the comprehensive order lifecycle, including accurate entry, confirmation, art file inspection, plate ordering, and tracking updates. • Proactively manage and communicate changes, special requests, and potential delays efficiently and professionally. • Take ownership of all customer inquiries and issues, resolving them quickly or escalating as appropriate. Production & Fulfillment Coordination • Liaise closely with Production, Scheduling, and Shipping departments to guarantee timely order fulfillment and reliable on-time delivery commitments. • Monitor material and finished goods inventory levels, advising customers on accurate lead times and product availability. • Coordinate with external vendors and logistics partners to ensure a smooth and efficient supply chain process. Quality Assurance & Resolution • Promptly handle and process customer complaints, returns, and quality concerns, collaborating with the Quality Control team. • Assist in troubleshooting complex printing, material, or packaging issues in collaboration with technical experts. • Proactively identify opportunities for process improvement to boost efficiency and overall customer satisfaction. Documentation & Reporting • Maintain detailed and accurate records of all customer interactions, orders, and issues within the CRM system. • Ensure all transactions comply with company policies and relevant industry regulations. Qualifications & Skills Required Qualifications • Previous experience in Customer Service, Order Management, or Sales Support, preferably within a fast-paced environment. • Demonstrated experience in a manufacturing, printing, or flexible packaging industry is highly desirable. • Exceptional written and verbal communication and interpersonal skills, with a proven ability to cultivate positive customer relationships. • Superior organizational ability and detail-orientation, capable of successful multitasking. • Proficiency with Microsoft Office Suite, Adobe Acrobat, and CRM systems. • A strong problem-solving mindset and professional demeanor when addressing challenging customer concerns. Preferred Qualifications • In-depth knowledge of flexible packaging materials, printing processes, and standard industry lead times. • Experience with specialized order processing or Enterprise Resource Planning (ERP) software. • Working knowledge of shipping, logistics, and supply chain coordination. Work Environment & Benefits • Office-based role. • We offer a competitive compensation package and comprehensive benefits, including health insurance, Paid Time Off (PTO), and a 401(k) retirement plan. • Excellent opportunities for professional development and career advancement within the company.