Job Description
Customer Service Representative
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(Cut & Stack Label Division)
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Salary Range: $30-$45.00 /Hour (depending on experience)
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Job Summary
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The Customer Service Lead for the Cut & Stack Label Division serves as the primary point of contact for key customer accounts, ensuring exceptional service from order placement to final delivery. This role provides leadership to the customer service team, manages high-value and complex orders, and works closely with sales, production, and prepress teams to deliver on customer expectations. The Customer Service Lead is responsible for maintaining strong client relationships, resolving issues promptly, and ensuring operational efficiency within the division. This position requires a deep understanding of the printing industry, excellent communication skills, and a proactive, problem-solving mindset.
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Key Responsibilities
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Customer Relationship Management
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- Serve as the lead liaison between customers, production teams, and sales staff for the Cut & Stack Label Division.
- Manage incoming inquiries via phone, email, and online channels, ensuring timely, accurate, and professional responses.
- Provide proactive order status updates, shipping timelines, and delivery confirmations.
- Follow up after delivery to ensure satisfaction, address concerns, and foster long-term customer loyalty.
- Educate customers on products, services, and printing options to best meet their needs.
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Order Management & Coordination
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- Oversee the processing of customer orders, verifying specifications (size, materials, design) and ensuring all details are accurate before production.
- Collaborate with production and prepress teams to monitor job progress, address concerns, and ensure deadlines are met.
- Manage order changes, expedite requests, and troubleshoot customer issues with urgency and professionalism.
- Maintain accurate customer records, order histories, and documentation in the CRM system.
- Assist sales and account managers with quotes, product samples, and project support.
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Leadership & Process Improvement
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- Provide guidance, training, and support to the customer service team to ensure high performance and consistent service standards.
- Identify recurring issues and work with management to develop process improvements that enhance efficiency and customer satisfaction.
- Ensure customer service operations align with company policies, quality standards, and industry best practices.
- Support the integration of new technologies, workflows, and tools to streamline the customer service process.
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Qualifications
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- 5+ years of experience in customer service, preferably within the printing, manufacturing, or packaging industries.
- Prior experience in a leadership, supervisory, or senior CSR role preferred.
- Strong knowledge of printing processes, materials, and production workflows—cut & stack label experience highly desirable.
- Proficiency with CRM systems, Microsoft Office Suite, and order processing platforms.
- Exceptional verbal and written communication skills.
- Strong organizational skills with the ability to manage multiple priorities effectively.
- Proven problem-solving abilities and customer-focused mindset.
- Positive, team-oriented attitude with a commitment to delivering excellence.
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Schedule Demands
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- Standard schedule: Monday–Friday, in-office.
- Flexibility to work early mornings, evenings, or weekends when necessary to meet customer and production demands.
- Punctuality and reliability required.
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Physical Demands
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- Regularly required to stand and frequently walk for extended periods (up to 8 hours).
- Ability to lift and/or move up to 40 lbs. with or without mechanical assistance.
- Frequent use of computers, phones, and other office equipment.
- Ability to read and interpret specifications, order details, and production documentation.
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Recruitment Agencies
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To protect the interests of all parties, Moquin Press will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Moquin Press, including unsolicited resumes sent directly to Moquin Press leaders, managers, coworkers, or to the Moquin Press data base will be considered Moquin Press property. Moquin Press will not pay a fee for any placement resulting from receipt of an unsolicited resume. Inquiries from external recruitment agencies should be directed ONLY to our talent acquisition team.
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Equal Opportunity Employer
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- Moquin Press is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via email to Kelly@moquinpress.com
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