Customer Service Representative (CSR)

The Customer Service Representative (CSR) serves as a primary point of contact for our 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-functionally to ensure orders are processed accurately, artwork moves efficiently through production, and products are delivered on time—all while consistently providing an exceptional customer experience. This position also supports revenue growth by strengthening customer relationships, reactivating dormant accounts, and contributing to sales goals through outbound and inbound sales efforts.

Key Responsibilities

Order Management & Execution

• Manage customer orders from entry through final delivery, ensuring accuracy, quality, and timeliness
• Oversee order execution including artwork flow, production coordination, inventory checks, and shipment tracking
• Partner with internal teams such as Licensing, Artwork, Finance, and Production (Embroidery, Screen Printing, and Digital) to ensure seamless execution
• Communicate proactively with customers regarding order status, artwork approvals, inventory availability, and shipment details
• Identify and resolve order issues quickly while keeping customers informed throughout the process

Customer Experience & Relationship Management

• Serve as the primary inside contact for assigned customers and outside sales representatives
• Maintain regular, proactive communication to ensure customers feel supported and valued
• Build strong relationships with existing customers and reactivate dormant accounts
• Engage customers through email, phone, and strategic outreach to keep Image One top of mind
• Anticipate customer needs and consistently deliver solutions that exceed expectations

Sales Support & Growth

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

Collaboration & Continuous Improvement

• Partner with internal teams to improve processes, communication, and 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

• 4+ years of experience in customer service, order management, or inside sales (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
• Strong computer skills, including Excel, Word, and other standard business applications
• Ability to travel occasionally for tradeshows or key customer accounts

Questions? Call or Text us at 501-221-9800

Stop by and see us at 11825 Hinson Road Little Rock, AR 72212