Customer Service Representative (Order Management & Client Support)
Posted on Jun 24, 2026 6:10 PM
About the Role
The Customer Service Representative (CSR) serves as the primary point of contact for customers, managing inquiries and orders throughout the full service lifecycle. This role ensures timely and accurate resolution of customer requests while consistently delivering a high-quality customer experience.
The CSR works closely with sales, suppliers, graphics, and internal operations teams to maintain order accuracy, meet production deadlines, and proactively resolve issues before they impact delivery.
Success in this role requires strong communication skills, exceptional attention to detail, and the ability to manage high-volume, deadline-driven workflows in a fast-paced environment.
Requirements
Experience in customer service, order management, or a related field.
Strong communication and active listening skills.
Proficiency in CRM/ERP systems such as NetSuite, Salesforce, Commonsku or similar platforms.
Familiarity with Microsoft Excel or Google Workspace tools.
Strong attention to detail and accuracy in data entry and order processing.
Ability to manage high-volume workloads in a fast-paced, deadline-driven environment.
Strong problem-solving skills and ability to handle customer concerns professionally.
Responsibilities
Order Processing & Management
Process new customer orders and purchase orders accurately and efficiently.
Review incoming orders to ensure all required details are complete before processing.
Verify order specifications, including pricing, product details, sales assignments, and billing information.
Ensure all customer requirements are properly recorded in internal systems.
Customer Communication & Support
Manage all order-related communication, including quotes, order status updates, artwork approvals, and delivery timelines.
Ensure all customer communications are clear, complete, and professional.
Provide timely responses to customer inquiries and requests.
Keep customers informed of any changes, delays, or issues that may affect their orders.
Order Accuracy & Documentation
Ensure all order details are complete and accurate, including product specifications such as:
Item color
Size and placement of logo or imprint
Printing or imprint method
Maintain accurate and detailed records in CRM/ERP systems, including order updates, approvals, and client interactions.
Review and validate order information to prevent production errors.
Cross-Functional Coordination
Act as the communication hub between customers and internal teams, including Graphics and Production departments.
Provide clear and detailed instructions to ensure accurate production and final output.
Collaborate with sales, suppliers, and operations teams to resolve order-related issues.
Coordinate with internal teams to ensure deadlines and customer expectations are met.
Order Tracking & Issue Resolution
Proactively track order progress throughout the production lifecycle.
Identify potential risks or delays and communicate them to stakeholders in advance.
Resolve product, service, artwork, or order-related issues in a timely and professional manner.
Escalate issues when necessary to ensure customer satisfaction and order success.
Customer Satisfaction & Relationship Management
Deliver consistent service excellence to support customer satisfaction and retention.
Build strong relationships with customers to encourage repeat business.
Maintain a customer-first mindset in all interactions and decisions.