Customer Service Assistant

Job Summary:

As a Customer Service Assistant, you will support order processing through our systems, customer communication, and issue resolution across multiple channels including phone, email, and online platforms. This role assists with order tracking, account maintenance, and troubleshooting customer concerns while maintaining a high level of professionalism and efficiency.

Required Systems/Applications:

• Microsoft Office, AS400, Whiteboard, and Acrobat Reader

Essential Functions:

Respond to customer inquiries via phone, email, and messaging platforms regarding order status, , pricing, account setup, and general assistance.

Assist customers with online ordering, password resets, and account navigation.

Process orders, returns, and change requests accurately in company systems.

Investigate and resolve customer complaints or escalate to higher support when necessary.

Coordinate with internal departments (Production, Billing, IT) to resolve customer needs efficiently.

Monitor open cases and follow up to ensure timely resolution.

Assist with maintaining online sales platforms and updating product listings when assigned.

Perform general administrative tasks such as reporting, file maintenance, and customer record updates.

Other duties as assigned.

Knowledge, Skills and Abilities

Strong verbal and written communication skills.

Ability to handle a fast-paced environment and manage multiple tasks simultaneously.

Customer-focused mindset with strong problem-solving skills.

Proficiency with Microsoft Office and ability to quickly learn internal systems.

Working Conditions/Physical Demands:

• Required to sit, stand or walk for prolonged periods of time.

• Required to perform concentrated work for extended periods of time.
• May be required to lift, carry or exert items or objects of reasonable weight.
• May be required to perform duties beyond standard business hours.

Minimum Requirements:

• High School Diploma or equivalent.
• Two years' experience within the Proofreading Department or a minimum of 1 year's prior experience as a lead.