Our client is looking for an experienced Senior Customer Service Representative to support complex print and marketing projects for customers in Illinois. This role serves as a central point of coordination from project intake through final billing, helping ensure specifications are accurate, timelines stay on track, and clients receive responsive service throughout the process. The ideal candidate brings strong communication skills, attention to detail, and the ability to work across multiple departments to deliver high-quality results and resolve issues effectively.
Salary: $80,000-$100,000 Benefits: Health, vision, dental, 401K, STD/LTD, Life Insurance, PTO Schedule: 100% on-site, 7:00 AM–4:00 PM OR 8:00 AM–5:00 PM
***PRINT INDUSTRY EXPERIENCE REQUIRED***
Responsibilities:
- Oversee assigned customer accounts and job requests from initial intake through estimating, order setup, production coordination, delivery, invoicing, and post-completion follow-up.
- Evaluate purchase orders, artwork files, mailing details, samples, schedules, inventory needs, and shipping instructions to confirm all project information is complete and accurate before release.
- Prepare and maintain job documentation, production directions, project timelines, estimate records, change logs, and account-specific instructions to clearly communicate client expectations.
- Collaborate with Sales and Estimating teams to validate scope, quantities, materials, production approach, pricing assumptions, and external service needs before work begins.
- Work closely with planning, scheduling, production, purchasing, quality, mailing, fulfillment, and shipping teams to build realistic schedules and meet customer commitments.
- Track live projects, anticipate delays or specification issues, communicate updates quickly, and drive problem resolution to minimize impact on delivery expectations.
- Document and manage revisions involving scope, specifications, quantities, timing, materials, or freight requirements while ensuring pricing and production details remain accurate.
- Review completed jobs for production outcomes, added charges, freight costs, third-party expenses, and billing details to support accurate closeout and invoicing.
- Address customer concerns related to quality, shortages, damage, late shipments, or billing discrepancies by coordinating corrective actions and maintaining clear, attentive communication.
- Contribute to customer onboarding activities, site visits, meetings, press checks, sample requests, and process improvement efforts that strengthen service quality and operational efficiency.
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- Demonstrated experience in customer service, account coordination, or project support within printing, print production, or related service environments.
- Strong understanding of print workflows, production requirements, and the coordination needed to manage bindery or print service projects successfully.
- Excellent verbal and written communication skills with the ability to work effectively across customer-facing and operational teams.
- High attention to detail and accuracy when reviewing orders, specifications, schedules, and billing information.
- Ability to manage multiple active projects, adjust priorities, and respond quickly to changing customer or production needs.
- Proficiency in resolving service issues professionally while maintaining a strong customer experience.
- Comfortable partnering with cross-functional departments to improve workflow, reduce errors, and support on-time delivery.