Customer Service Representative

Description

Imprimus Labels and Packaging is a collaborative, people-focused organization with multiple manufacturing facilities across California, Ohio, and Texas. We are a leading producer of high-quality product labels, offering one of the most comprehensive ranges of printing solutions in the industry. Our teams support the demanding needs of the cosmetics, personal care, beverage, food, and dietary supplement markets—delivering precision, consistency, and exceptional service on every project.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as a “Customer Experience Owner” by delivering exceptional service, fostering customer loyalty, and ensuring consistent, effective communication across sales and production teams.
• Act as the primary point of contact for assigned customers, managing all day-to-day requests with professionalism, responsiveness, and accuracy.
• Build and maintain strong customer relationships, ensuring needs are met and service-level standards are consistently achieved.
• Coordinate all customer and sales information required to process orders, including estimates, artwork/proofs, samples, tooling, purchase order updates, and customer specification sheets.
• Obtain and confirm customer approval for pricing, order details, and miscellaneous charges.
• Understand basic plant and equipment capabilities—including tooling, presses, materials, and applications—to determine requirements, appropriate lead times, and to properly set customer expectations.
• Manage customer inventory programs, proactively monitoring agreed-upon inventory levels and ensuring timely release of shipments.
• Collaborate with the Team Leader to support key initiatives and complete assigned projects such as press proofs, new business setup, account transitions, backup coverage, and issue resolution.
• Assist with RMAs and claims, helping the team process and resolve product returns, complaints, and quality concerns.
• Support the resolution of open payment issues by working closely with customers and internal departments as needed.

EXPERIENCE AND EDUCATION:

• High school diploma or equivalent required.
• Minimum of five (5) years of Customer Service experience, preferably within the label printing or manufacturing industry.
• Experience with Label Traxx or similar order-management systems highly preferred.

PHYSICAL DEMANDS:

The physical demands described below are representative of those required of an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• While performing the duties of this role, the employee is regularly required to communicate verbally and to hear.
• The employee must frequently use hands and fingers to handle, feel, or manipulate objects, tools, and controls.
• The employee is occasionally required to stand, walk, sit, and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds.
• Vision requirements include close vision, distance vision, and the ability to adjust focus.
• The work environment noise level is typically low to moderate.

EQUAL OPPORTUNITY EMPLOYER: We make employment decisions based on merit and other legitimate business reasons. We want to have the best available people in every job. Therefore, we do not discriminate and do not permit its employees to discriminate against other employees or applicants because of race, color, creed, sex, gender, transgender status, age, sexual orientation, national origin, citizenship, ancestry, religion, marital status, military service/veteran status, physical or mental disability, genetic information, medical condition, or any other characteristic protected by local, state or federal law.