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 account engagement.

Collaboration & Continuous Improvement

• Partner with internal teams to improve process, communication, and overall customer satisfaction.
• Maintain accurate records of customer interactions, orders, and opportunities in CRM and order management systems.
• Participate in ongoing training to stay current on products, decoration methods, licensing requirements, and industry trends.

Requirements:

Qualifications & Experience

• 4 + years of customer service, order management, or inside sales experience (apparel or promotional products industry preferred).
• Experience selling headwear and apparel strongly preferred.
• Strong organizational skills with the ability to manage multiple orders and priorities simultaneously.
• Excellent written and verbal communication skills with a customer-first mindset.
• Proven ability to work cross-functionally with multiple departments.
• Sales-oriented mindset with experience meeting or contributing to sales goals.
• Proficient in CRM systems and order management tools
• Must be proficient in Excell, Word, and other computer applications.
• Ability to travel occasionally for tradeshows or key customer accounts.