Customer Service Representative

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  Act as a liaison between the Sales Representatives and Operation Center Teams to ensure customer needs and requirements are met.

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  Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.  This includes actively participating in continuous improvement initiatives including documenting and maintaining operating procedures for accounts.

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  Assist Customers and Sales Representatives in understanding details of products, pricing, and processes and partner with them to build sustainable relationships of trust through open and interactive communication.

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  Develop and maintain ongoing strong relationships with all accounts through regular contact.

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  Provide backup territory coverage (via phone, chat and email) in the Sales Representative's absence.

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  Provide pricing and shipping quotes as requested by sales and their customers.

• Monday – Friday, 8:30 am – 5:00 pm with seasonal OT

• 2-5 years of experience in the field or in a related area.

• High school education or equivalent in related experience

• Effective written communication skills and the ability to create short correspondence and memos for a variety of audiences.

• Effective verbal communication skills and the ability to effectively present information one-on-one and in small group situations to customers, clients, and other employees of the organization in person or via phone.

• Effective time management skills and the ability to manage multiple tasks and prioritize tasks.

• Proficient computer skills including Microsoft PowerPoint, Excel, Word, Outlook, Copilot and e-commerce chats.

• Familiar with standard concepts, practices, and procedures within Customer Service field.

• Relies on experience and judgment to plan and accomplish goals.

• Performs a variety of tasks.

• Works under general supervision; typically reports to a supervisor or manager.

• A certain degree of creativity and latitude is required.

• Increase Customer Satisfaction. Take, enter, process and/or expedite orders.

• Provide price estimates and quotes.

• Handle service problems and questions.

• Train customers on products.

• Provide service feedback to management

• Order Management: Receive, review, and process customer orders accurately and promptly.

• Customer Interaction: Provide exceptional customer service through phone, email, and chat, addressing inquiries and resolving issues.

• Data Entry: Enter order details into the company’s order management system, with a high level of accuracy. 

• Coordination: Work closely with production, shipping, and inventory teams to ensure timely order fulfillment.

• Issue Resolution: Identify and resolve any discrepancies or issues with orders, including backorders and out-of-stock items.

• Documentation: Maintain accurate records of customer interactions, orders, and transactions.

• Reporting: Track and report on order status, service levels, and any issues encountered.

One of the largest print and communications firms in North America, Taylor’s family of companies provides a diverse set of products, services and technologies that address the toughest business challenges. We work diligently each day to create printed and digital marketing communication solutions that help power many of the world’s most recognizable brands.

With more than 50 years of category expertise and 10,000 employees spanning dozens of U.S. states and multiple countries, Taylor serves businesses and distributors both large and small. Our employees enjoy a comprehensive benefit package including a choice of several health plans, dental, vision, wellness programs, life and disability coverage, flexible spending accounts, health savings accounts, a 401(k) plan with company match, paid time off (PTO) and 64 hours of annual holiday pay.

• Excellent problem-solving, follow-up, multi-tasking, and organizational skills.

• In-depth knowledge of company products and services; technical print knowledge helpful.

• Knowledge of commonly used concepts, practices, and procedures within the field of customer service such as estimating, order processing, order editing, and production relations.

Taylor Corporation including all partners and affiliates is an Equal Opportunity Employer/Veterans/Disabled.