Customer Service Representative

Department:             Customer Service

Reports to:               President

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Position Summary


Assist Customers and Sales Representatives in gathering required information for production to manufacture product to customer specifications.  Collect and analyze data received from Estimating, Design, Film and Customer.  

Consistently prepares and efficiently places order and provide quality information and products per procedures in compliance to ISO 9001 standards.




Customer Satisfaction 

Deal directly with customer either by email, telephone or face to face 

Respond promptly to customer inquiries 

Handle and resolve customer complaints 

Provide pricing and delivery information to sales/customer. 

Organize workflow to meet customer timeframes 

Understand process to effectively communicate with customers. 

Consistently make decisions demonstrating regard for our customer. 

Investigate customer inquiries, respond to customers and confer with customer regarding job status.




Gather factual, detailed information from customers, sales representatives, prior job jackets, estimates, designs, scheduler, film and computer system. 

Obtain and evaluate all relevant information to handle product and service inquiries. 

Process orders, estimates, proof request, draw-downs and special raw material request. 

Communicate clearly, concisely, effectively and persuasively in oral and written format. 

Collect and record detailed, factual customer feedback information and forward to Quality department. 

Understand Zapp’s Packaging capabilities to meet customer requirements. 

Coordinate an order from initial inquiry through all phases to delivery. 

Travel up to 25% of work shift to customer locations and off-site training facilities. 

Coordinate with production department on customer job delivery date. 

Records manufacturing activity and data detailed accurately and completely 

Ability to resolve problems with customers, estimating, design, pre-press and production. 

Enter accurate and retrieve needed information from company information system. 

Consistently attentive to quality throughout manufacturing process.

Performs any special project as assigned by management.

Essential Job Functions


Ability to read and understand different customers paperwork (specifications, purchase orders, etc.) and verify with Zapp’s own documentation. 

Ability to conceptualize final product. 

Ability to think critically and analytically. 

Ability to work in a high stress environment to meet customer delivery dates. 

Willingness to work overtime on all seven-week days and assist in all selling related functions, as required by supervision. 

These Essential Job Functions are not intended, and should not be construed, to be all-inclusive lists of responsibilities, skills, efforts or working conditions associated with this job.  While these Essential Job Functions are intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.