Customer Experience Lead – Printing & Packaging

Fortis Solutions Group; Lewisville (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Fortis Solutions Group is seeking a Customer Experience Specialist to be the primary liaison for assigned customers, driving satisfaction from order inception through payment collection.

You will collaborate with sales and internal operations to meet customer requirements, process orders in ERP, and manage inventories while building strong relationships and ensuring timely, accurate communication across teams.

Qualifications

• High School diploma required; associate degree preferred in business, sales, or marketing.
• At least 3 years progressive experience in direct customer service, preferably in printing/packaging or similar manufacturing.
• Experience managing or supporting customer accounts.

Responsibilities

• Generate quote requests and communicate with salespersons and customers regarding quotes and product details.
• Initiate prepress requests and verify accuracy before submission to the customer.
• Create and maintain item records in the ERP system with current specifications.
• Process customer orders in the ERP system accurately and timely.
• Maintain customer records in the ERP system, including contacts and quality standards.
• Build and maintain good customer relationships externally and internally.
• Communicate with production, prepress, and shipping regarding order status and requests.
• Address customer inquiries promptly and guide resolution of complaints.

Skills

Customer service

Communication

Problem solving

Teamwork

Multi-tasking

Detail oriented

MS Office

ERP software

CRM software

Smartsheet

Basic math

Education

High School diploma

Associate degree preferred

Tools

MS Office

ERP software

CRM software

Smartsheet

Job description

Fortis Solutions Group is seeking a Customer Experience Specialist to be the primary liaison for assigned customers, driving satisfaction from order inception through payment collection.

You will collaborate with sales and internal operations to meet customer requirements, process orders in ERP, and manage inventories while building strong relationships and ensuring timely, accurate communication across teams.