Customer Service Specialist

• Build and maintain strong relationships with assigned customer accounts

• Build and maintain strong relationships with assigned customer accounts
• Serve as the primary customer contact for order execution, issue resolution, and day-to-day communication
• Maintain a strong understanding of customer requirements, timelines, and expectations

• Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, Finance, and Sales

• Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, Finance, and Sales
• Manage complex customer requirements, revisions, priorities, and escalations
• Ensure accurate and timely execution from order placement through delivery

• Support key performance metrics including on-time delivery, responsiveness, order accuracy, and service consistency

• Support key performance metrics including on-time delivery, responsiveness, order accuracy, and service consistency
• Identify and escalate risks that could impact delivery, quality, or customer satisfaction
• Ensure accurate order management, documentation, pricing, and invoicing

• Support customer satisfaction and long-term account retention

• Support customer satisfaction and long-term account retention
• Partner with Sales and internal teams to support onboarding, expansions, and customer initiatives
• Help resolve customer concerns quickly and professionally

• Work closely with internal teams to improve communication, alignment, and execution

• Work closely with internal teams to improve communication, alignment, and execution
• Participate in customer meetings, business reviews, and operational discussions as needed
• Support continuous improvement and standardization initiatives

• Customer Focus - Builds trust with customers through responsiveness, accountability, and strong execution

• Customer Focus - Builds trust with customers through responsiveness, accountability, and strong execution
• Operational Mindset - Understands manufacturing workflows, timelines, and the importance of execution accuracy
• Communication & Collaboration - Communicates effectively across customers, plants, and cross-functional teams
• Adaptability & Initiative - Thrives in a fast-paced environment, embraces change, and takes ownership of issues and outcomes
• Problem Solving - Identifies issues proactively and drives solutions with urgency and professionalism
• Organization & Multitasking - Effectively manages multiple priorities, timelines, customer requests, and operational activities

• Minimum 3-5 years' experience in Customer Service and/or Sales, preferably in a manufacturing environment.

• Minimum 3-5 years' experience in Customer Service and/or Sales, preferably in a manufacturing environment.
• Quick learner who will dive headfirst into the product and team environments to understand intricacies.
• Strong desire to provide the ultimate Customer Experience.
• Strong sense of urgency and the ability to multitask.
• Ability to meet strict internal and external timelines & milestones.
• Ability to effectively provide, receive and respond positively to constructive feedback.
• Ability to produce professional documents, including spreadsheets, correspondence, and email.
• Strong communication skills, both written and verbal, applicable in a corporate environment.

• Customer satisfaction and retention
• On-time delivery support
• Responsiveness and SLA adherence
• Order accuracy and execution quality
• Escalation resolution effectiveness
• Cross-functional collaboration and execution consistency