Customer Service Representative

Location will be in person either in Little Rock, Ar. or Plymouth Meeting, PA.

Position Summary:

The Customer Service Representative (CSR) is a key point of contact for Image One customers and outside sales teams. This role is responsible for end-to-end order management, proactive customer communication, and inside sales support. The CSR works cross-departmentally to ensure orders are processed accurately, artwork flows smoothly, and products are delivered on time while consistently delivering a high-level customer experience.

This position also plays an active role in driving revenue growth by supporting outside sales representatives, nurturing customer relationships, reactivating dormant accounts, and meeting monthly and annual sales goals through outbound prospecting and inbound lead follow-up.

Key Responsibilities:

Order Management & Execution

• Manage customer orders from order entry through final delivery, ensuring accuracy, timelines, and quality.
• Oversee order follow-through, including artwork flow, production coordination, inventory checks, and shipment tracking.
• Partner closely with internal departments including Licensing, Artwork, Finance, and Production (Embroidery, Screen Printing, and Digital) to ensure seamless execution.
• Proactive communication with customers regarding order status, artwork approvals, inventory availability, and shipment details.
• Identify and resolve order issues quickly while keeping customers informed and confident throughout the process.

Customer Experience & Relationship Management

• Serve as the primary inside contact for assigned customers and outside sales representatives.
• Maintain regular, proactive communication with customers to ensure they feel supported and valued.
• Build and grow strong relationships with current customers while reactivating dormant accounts.
• Connect with customers creatively through email, phone calls, and strategic outreach to keep Image One top of mind.
• Consistently exceed customer expectations by anticipating needs and delivering solutions.

Sales Support & Growth

• Support outside sales representatives by managing accounts, preparing quotes, and identifying additional sales opportunities.
• Meet monthly and annual sales goals through outbound prospecting and follow-up on inbound leads.
• Identify upsell and cross-sell opportunities within existing accounts and communicate them to outside sales partners.
• Actively contribute to revenue growth by strengthening customer loyalty and expanding