Customer Service Specialist (CSR II)
About The Position
As a Customer Service Specialist (CSR Level II), you play a key role in delivering a consistent, responsive customer experience while supporting efficient execution across the customer service organization. This role supports customer accounts through either an Anchored or Regional Pool structure depending on customer complexity, business needs, and regional alignment. You will work closely with customers and internal teams to ensure accurate order processing, timely communication, and smooth coordination throughout the order lifecycle. The Customer Service Specialist supports day-to-day execution across Customer Service, Production, Scheduling, Prepress, Quality, and Sales functions to help ensure customer expectations are met consistently and efficiently. Customer Service Specialists are expected to manage moderate-complexity customer requirements while supporting operational consistency, responsiveness, and strong customer execution. This role supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies.
Requirements
- 2--3+ years of Customer Service, Sales Support, or manufacturing coordination experience
- Ability to work in a fast-paced, team-oriented manufacturing environment
- Strong organizational and multitasking skills
- Strong communication and customer service skills
Nice To Haves
- Manufacturing, print, packaging, labels, or related industry experience preferred
- Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred
- ERP/system experience preferred
Responsibilities
- Serve as a primary customer contact for order entry, order updates, and day-to-day communication
- Receive and process customer orders, artwork, pricing requests, and related documentation
- Review orders for completeness, accuracy, and production readiness prior to release
- Maintain accurate customer records, order documentation, and system updates
- Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, and Sales
- Support the movement of jobs through the production lifecycle from order receipt through shipment
- Coordinate artwork, proofs, approvals, and supporting documentation
- Communicate timelines, changes, and customer requirements clearly to internal teams
- Support key service and operational metrics including responsiveness, order accuracy, on-time delivery, and service consistency
- Identify and escalate issues that may impact production, delivery, or customer satisfaction
- Support accurate billing, shipping verification, and documentation processes
- Respond to customer questions, concerns, and requests with urgency and professionalism
- Resolve routine customer issues while escalating more complex concerns appropriately
- Maintain strong communication and follow-through throughout the order lifecycle
- Support a positive, customer-focused experience across all interactions
- Work collaboratively across plants and functions to improve communication and execution consistency
- Support standardized processes, workflows, and documentation practices
- Contribute to continuous improvement and operational consistency initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
