Customer Service Representative

JN White Designs Screenprint INC•Perry, NY

1h•Hybrid

About The Position

The Client Engagement Specialist serves as the critical link between customer service, sales, and operations, ensuring seamless communication and an outstanding customer experience. This role supports sales team members by managing client communications, handling inquiries from new leads, and proactively identifying opportunities for upselling and cross-selling. The Client Engagement Specialist is responsible for assisting with client relationship management, sales support, and order processing, contributing to overall customer satisfaction and revenue growth. A successful candidate will have experience in sales-driven environments or customer service roles that involve sales elements and must be able to effectively multitask, prioritize, and collaborate across teams.

Requirements

Proficiency in Microsoft Excel and Word; experience with Mac operating systems is a plus.
Strong ability to manage client expectations and maintain high levels of satisfaction.
Exceptional multitasking skills, with a keen attention to detail.
Customer-Centric Approach: Ability to understand customer needs and enhance satisfaction.
Sales Mindset: Ability to recognize and capitalize on sales opportunities to contribute to revenue growth.
Team Collaboration: Strong ability to work closely with sales representatives and internal teams to drive success.
Strong written and verbal communication skills.
Proven problem-solving abilities.
Ability to work independently and as a team member.
Willingness to work overtime as necessary.
High school diploma (or GED) and 1 year of customer service experience.
Ability to read and comprehend instructions.
Ability to write clear and professional correspondence.
Ability to effectively present information to customers, clients, and other employees within the organization.
Ability to add, subtract, multiply, and divide in all units of measure, including whole numbers, fractions, and decimals.
Ability to compute rates, ratios, and percentages.
Ability to create and interpret bar graphs for sales and performance tracking.
Ability to apply common sense understanding to carry out detailed written or oral instructions.
Ability to solve basic problems involving standard business variables.
Strong attention to detail
Reliable with clean and consistent attendance
Excellent customer service skills

Nice To Haves

Manufacturing and CRM experience preferred.
Associate’s degree and 2 years of customer service experience.
Sales experience a plus (but not required)

Responsibilities

Serve as the primary liaison between assigned sales representatives, clients, and internal teams to facilitate clear and efficient communication.
Assist in generating and presenting quotes for new and repeat projects.
Analyze and manage gross margins and pricing structures to support sales targets and profitability.
Oversee order processing, approvals, and fulfillment, ensuring alignment with customer expectations and company standards.
Work collaboratively with business development, scheduling, operations, and shipping teams to meet client delivery requirements.
Support lead management efforts, including handling initial inquiries, qualifying leads, and routing them appropriately.
Maintain accurate client records and document all communications within the Customer Relationship Management (CRM) platform.
Assist in developing presentations and proposals for both client and internal reviews.
Participate in sales strategy meetings, providing customer feedback and market insights to drive improvements.
Support sales and accounting teams in collection efforts when necessary.
Track and report on key performance indicators (KPIs) for sales and customer service success.
Perform other duties as assigned, particularly those that support sales growth and client satisfaction.