Direct Customer Service Representative

Are You Ready to Make an Impact?

At American Tape & Label, we don't just manufacture label and sticker products - we create possibilities. We're currently seeking a highly skilled Customer Service Representativeto be the driving force behind our state-of-the-art production line. This isn't just a job; it's a chance to shape the futureone roll, one sheet, one product at a time. We have been manufacturing labels since 1972. We are a stable organization seeking long-term, loyal employees who are willing to work as a team and care for one another. We have strong company values, and we will ensure that you adhere to them.

Direct Customer Service Representative

Position Summary:
The Direct Customer Service Representative serves as a primary point of contact for customers, providing knowledgeable, professional, and responsive support throughout the customer experience. This role is responsible for communicating directly with customers, understanding their needs, resolving issues, processing orders or requests, and ensuring a high level of customer satisfaction.

Key Responsibilities:

• Communicate directly with customers by phone, email, and other communication channels.
• Respond promptly and professionally to customer questions, concerns, and requests.
• Build positive, long-term relationships with customers through excellent service and follow-through.
• Understand customer needs and provide accurate information, solutions, and product or service recommendations.
• Process customer orders, requests, quotes, changes, and related documentation accurately.
• Troubleshoot customer issues and coordinate with internal departments to resolve problems efficiently.
• Follow up with customers to ensure questions and concerns have been fully addressed.
• Maintain accurate customer records, notes, and account information.
• Communicate order status, timelines, pricing, and other relevant information clearly.
• Identify opportunities to improve the customer experience and strengthen customer relationships.
• Work closely with sales, production, operations, and other departments to ensure customer needs are met.
• Handle customer concerns professionally while maintaining a positive and solution-oriented approach.
• Maintain confidentiality and follow company policies and procedures.

Qualifications:

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Professional, friendly, and confident communication style.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Ability to work independently while also collaborating effectively with a team.
• Proficiency with computers, email, CRM systems, and Microsoft Office or similar software.
• Previous customer service, sales support, account management, or administrative experience preferred.

Ideal Candidate:
The ideal candidate is dependable, personable, detail-oriented, and genuinely enjoys helping people. They are comfortable communicating directly with customers, can think critically when solving problems, and take ownership of customer needs from the initial request through resolution.

American Tape & Label is a printing company for product labels and stickers. We have been a family-owned and operated business since 1972. We produce products for commercial and Retail companies throughout the United States and internationally. We are seeking someone to join our team who takes pride in their work. We are seeking a Shift Lead/Production Manager. We genuinely care about our employees and want them to enjoy their environment. We work hard to make sure your needs are taken care of as well as putting out a great product for our clients. You will be an important part of this company.