Customer Service Specialist (CSR II)
About The Position
The Customer Service Specialist (CSR Level II) delivers a consistent, responsive customer experience while supporting efficient execution across the customer service organization. The role supports customer accounts through an Anchored or Regional Pool structure, depending on customer complexity, business needs, and regional alignment. It works closely with customers and internal teams to ensure accurate order processing, timely communication, and coordination throughout the order lifecycle. The specialist manages moderately complex customer requirements and supports a broad range of print and packaging solutions, including flexographic, digital, RFID, offset, and lithographic technologies. The position reports directly to the Customer Service Manager at the Mukilteo, Washington plant.
Requirements
- 2–3+ years of Customer Service, Sales Support, or manufacturing coordination experience.
- Strong organizational and multitasking skills.
- Strong communication and customer service skills.
- Ability to work in a fast-paced, team-oriented manufacturing environment.
- Demonstrated customer focus, professionalism, responsiveness, and follow-through.
- Ability to maintain accuracy and organization while managing multiple orders, timelines, and priorities.
- Ability to communicate and collaborate effectively with customers and cross-functional teams.
- Adaptability, initiative, and ownership of assigned work and responsibilities.
- Ability to identify issues proactively and work with internal teams to support timely resolution.
- Ability to work collaboratively across functions and support a shared operating model.
Nice To Haves
- Manufacturing, print, packaging, labels, or related industry experience.
- Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies.
- ERP or other system experience.
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 before release.
- Maintain accurate customer records, order documentation, and system updates.
- Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, and Sales.
- Support 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 service and operational metrics, including responsiveness, order accuracy, on-time delivery, and service consistency.
- Identify and escalate issues that may affect 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 and appropriately escalate more complex concerns.
- Maintain strong communication and follow-through throughout the order lifecycle.
- Collaborate 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
