Customer Service Representative (Web to Print Support)

Customer Service RepresentativeDirect Edge Media is a fast-paced and growing printing company specializing in digital, offset, large format, and fulfillment solutions for enterprise brands, agencies, and trade printers. Our team values collaboration, attention to detail, and a willingness to learn. We are looking for motivated individuals who want to build a long-term career in the printing and e-commerce space.As a Customer Service Representative, your role is to help maintain positive client relationships through professional communication and strong organizational support. This position is designed as an entry-level opportunity for someone looking to build a career in the printing industry.You will support customer inquiries, assist with order coordination, and learn our Print-on-Demand (POD) and web-to-print systems. Through training and hands-on experience, you will develop an understanding of print workflows, client portals, and production processes while supporting the Account Management and POD teams.Essential Duties and ResponsibilitiesMaintain positive relationships with clients and prospects through email and telephone communicationExhibit clear and professional written and verbal communication skillsRespond to customer inquiries regarding order status, product details, shipping timelines, and portal navigationProvide internal updates to ensure transparency throughout the production processEscalate complex customer issues to Account Managers or Operations when neededOrder & Administrative SupportAssist with entering and updating orders within internal systemsSupport the preparation of quotes using templates and team guidanceHelp ensure jobs are routed correctly through production workflowsAssist with preparing invoices and maintaining accurate job documentationMonitor timelines and help flag potential delaysPOD / Web-to-Print SupportLearn the structure and functionality of the company's web-to-print and fulfillment platformsAssist with basic portal setup tasks such as:o Product updateso User account changeso Location and shipping updatesHelp test orders during client onboarding or updatesTroubleshoot basic portal or order issues with team supportTeam CollaborationCollaborate with Account Managers, Production, and POD teams to support project successMaintain and update client information within the Print Management SystemAssist with coverage and coordination during team absencesParticipate in ongoing training to build knowledge of print and fulfillment workflowsRequirementsQualificationsHigh school diploma or equivalent is requiredStrong written and verbal communication skillsComfortable working with web-based systems and portalsHigh attention to detail and ability to follow structured processesStrong organizational skills and ability to manage multiple tickets/tasks at onceAbility to troubleshoot issues logically and escalate appropriatelyPrevious customer service, retail, internship, or administrative experience preferred but not requiredKnowledge, Skills, and AbilitiesAbility to manage multiple tasks in a fast-paced environmentProfessional attitude and strong customer-first mindsetWillingness to learn new systems and workflowsBasic computer skills (Microsoft Office / Google Workspace)Familiarity with Adobe Acrobat or Adobe Creative Suite is helpful but not requiredInterest in printing, production, or e-commerce environments is a plusPreferred QualificationsAssociate or bachelor's degree13 years of customer service experienceCompensation:The base compensation range for this full-time position is $20 - $24 per year plus benefits. Compensation ranges are determined by various factors, including role, experience, and location. The pay range displayed reflects the minimum and maximum target for new hire salaries for this position. Within the range, actual individual compensation is determined by various factors, including location, job-related skills, experience, and relevant education or training.