Customer Service Representative (Web to Print Support)

About the Company

Direct 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.

Position Summary

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 Responsibilities

Customer Communication & Support

· Maintain positive relationships with clients and prospects through email and telephone communication

· Exhibit clear and professional written and verbal communication skills

· Respond to customer inquiries regarding order status, product details, shipping timelines, and portal navigation

· Provide internal updates to ensure transparency throughout the production process

· Escalate complex customer issues to Account Managers or Operations when needed

Order & Administrative Support

· Assist with entering and updating orders within internal systems

· Support the preparation of quotes using templates and team guidance

· Help ensure jobs are routed correctly through production workflows

· Assist with preparing invoices and maintaining accurate job documentation

· Monitor timelines and help flag potential delays

POD / Web-to-Print Support

· Learn the structure and functionality of the company’s web-to-print and fulfillment platforms

· Assist with basic portal setup tasks such as:

          o Product updates

          o User account changes

          o Location and shipping updates

· Help test orders during client onboarding or updates

· Troubleshoot basic portal or order issues with team support

Team Collaboration

· Collaborate with Account Managers, Production, and POD teams to support project success

· Maintain and update client information within the Print Management System

· Assist with coverage and coordination during team absences

· Participate in ongoing training to build knowledge of print and fulfillment workflows

Qualifications

· High school diploma or equivalent is required

· Strong written and verbal communication skills

· Comfortable working with web-based systems and portals

· High attention to detail and ability to follow structured processes

· Strong organizational skills and ability to manage multiple tickets/tasks at once

· Ability to troubleshoot issues logically and escalate appropriately

· Previous customer service, retail, internship, or administrative experience preferred but not required

Knowledge, Skills, and Abilities

· Ability to manage multiple tasks in a fast-paced environment

· Professional attitude and strong customer-first mindset

· Willingness to learn new systems and workflows

· Basic computer skills (Microsoft Office / Google Workspace)

· Familiarity with Adobe Acrobat or Adobe Creative Suite is helpful but not required

· Interest in printing, production, or e-commerce environments is a plus

Preferred Qualifications

· Associate or bachelor’s degree 

· 1–3 years of customer service experience

Compensation:

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.