Customer Service Representative

ImageWorks Display; Winston-Salem (NC); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Performance bonus opportunity

Medical, dental, and vision insurance

Health Savings Account (HSA)

401(k) with company match

Paid Time Off

Paid Holidays

Life and Disability Insurance

Employee Assistance Program (EAP)

Professional development and career增长

Job summary

ImageWorks Display is seeking a Customer Service Representative to be the primary contact for customers, supporting them through the order lifecycle from quotation to delivery. You will work with Account Management and Operations to ensure accuracy and timely responses.

The role emphasizes relationship building, problem-solving, and delivering exceptional service across internal teams, ERP systems, and customer communications.

Qualifications

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• 2+ years in customer service, order management, sales support, or related role.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time management abilities.
• Exceptional attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office, including Outlook, Excel, and Word.
• Experience using ERP systems (NetSuite preferred)
• Experience with CRM systems.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and other channels.
• Build positive, long-term relationships by delivering exceptional customer service.
• Serve as a knowledgeable resource regarding products, services, policies, and order status.
• Resolve customer concerns efficiently while maintaining a positive customer experience.
• Escalate complex issues appropriately while ensuring timely follow-up.
• Prepare customer quotations and process sales orders accurately and efficiently.
• Enter, update, and maintain customer information and order details within the ERP system.
• Verify order accuracy, pricing, product specifications, and delivery requirements.
• Coordinate order revisions, cancellations, and customer requests as needed.
• Monitor order progress and proactively communicate updates to customers.
• Coordinate with internal teams to support customer needs and resolve order discrepancies.
• Communicate customer priorities and requirements effectively across departments.
• Assist with resolving shipping, invoicing, and product-related questions.
• Maintain consistent communication with customers regarding order status, timelines, product availability, and shipment updates.
• Follow up on open issues to ensure prompt resolution.
• Document customer interactions accurately within company systems.
• Provide professional, courteous service that reinforces customer confidence and loyalty.
• Maintain accurate customer records within NetSuite or the company's ERP system.
• Support reporting activities by maintaining accurate documentation and order records.
• Assist with customer account maintenance and data integrity initiatives.

Skills

Customer Service

Order Management

Sales Support

Communication

Organization

Attention to Detail

Multitasking

Problem Solving

MS Office

ERP systems

CRM systems

Learning new systems

Education

High school diploma

Associate's degree preferred

Bachelor's degree preferred

Tools

Office Suite

NetSuite

CRM software

Job description

Deliver Exceptional Service. Build Lasting Relationships. Make Every Customer Interaction Count.

At ImageWorks Display, we create innovative retail fixtures and custom point-of-purchase display solutions that help brands connect with consumers where it matters most—in the store. Our team partners with leading consumer brands and retailers to deliver creative solutions, exceptional quality, and outstanding customer experiences.

We're looking for a friendly, organized, and customer-focusedCustomer Service Representativewho enjoys building relationships, solving problems, and providing exceptional support. In this role, you'll be a trusted resource for our customers, helping ensure orders are processed accurately, questions are answered promptly, and every interaction reflects our commitment to service excellence.

If you're energized by helping others, thrive in a fast-paced environment, and enjoy working collaboratively with multiple teams, we'd love to hear from you.

Position Summary

The Customer Service Representative serves as a primary point of contact for customers, supporting them throughout the order lifecycle, from quotation and order entry through shipment and follow-up. This role is responsible for providing timely, accurate, and professional service while collaborating closely with internal teams, including but not limited to Account Management and Operations to ensure customer needs are met.

This is more than a traditional customer service position. Our Customer Service Representatives are trusted business partners who help coordinate customer orders, solve challenges proactively, and ensure a seamless experience from quote to delivery.

Success in this position requires excellent communication skills, strong attention to detail, a positive attitude, and the ability to manage multiple priorities while delivering an exceptional customer experience.

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
• Build positive, long-term relationships by delivering exceptional customer service.
• Serve as a knowledgeable resource regarding products, services, policies, and order status.
• Resolve customer concerns efficiently while maintaining a positive customer experience.
• Escalate complex issues appropriately while ensuring timely follow-up.

Order Management

• Prepare customer quotations and process sales orders accurately and efficiently.
• Enter, update, and maintain customer information and order details within the company's ERP system.
• Verify order accuracy, pricing, product specifications, and delivery requirements.
• Coordinate order revisions, cancellations, and customer requests as needed.
• Monitor order progress and proactively communicate updates to customers.

Cross-Functional Collaboration

• Coordinate with internal teams support customer needs and resolve order discrepancies and ensure timely project execution.
• Communicate customer priorities and requirements effectively across departments.
• Assist with resolving shipping, invoicing, and product-related questions.

Customer Communication

• Maintain consistent communication with customers regarding order status, timelines, product availability, and shipment updates.
• Follow up on open issues to ensure prompt resolution.
• Document customer interactions accurately within company systems.
• Provide professional, courteous service that reinforces customer confidence and loyalty.

Data Management & Reporting

• Maintain accurate customer records within NetSuite or the company's ERP system.
• Support reporting activities by maintaining accurate documentation and order records.
• Assist with customer account maintenance and data integrity initiatives.

Qualifications

Required

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 2+ years of experience in Customer Service, Order Management, Sales Support, or a related customer-facing role.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time management skills.
• Exceptional attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with Microsoft Office, including Outlook, Excel, and Word.
• Strong computer skills with the ability to learn new systems quickly.

Preferred

• Experience using ERP systems (NetSuite preferred)
• Experience in manufacturing, retail displays, point-of-purchase merchandising, industrial products, or other B2B environments.
• Experience processing quotations and customer orders.
• Experience supporting business customers in a fast-paced environment.
• Familiarity with CRM systems and customer account management.

What Makes You Successful

Successful Customer Service Representatives at ImageWorks Display are:

• Customer-focused and service-oriented
• Organized and detail-oriented
• Positive and solution-focused
• Adaptable and dependable
• Collaborative team players
• Calm under pressure
• Committed to accuracy and continuous improvement

Why Join ImageWorks Display?

At ImageWorks Display, every customer interaction matters. As a Customer Service Representative, you'll play an important role in creating positive experiences that strengthen customer relationships and contribute to our continued success.

You'll work alongside talented professionals across Sales, Project Management, Engineering, Supply Chain, and Operations in a collaborative environment where teamwork, innovation, and customer satisfaction drive everything we do.

Our Core Values guide every decision:

• Industry Partnerships
• Strategic Agility
• Industry Partnerships

If you're passionate about helping customers and enjoy working in a collaborative environment where your contributions make a real impact, we'd love to hear from you.

ImageWorks Display offers a competitive total rewards package, including:

• Performance bonus opportunity
• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• 401(k) with company match
• Paid Time Off
• Paid Holidays
• Life and Disability Insurance
• Employee Assistance Program (EAP)
• Professional development and career growth opportunities

Physical Requirements

• Ability to sit for extended periods while working at a computer.
• Ability to use a computer, keyboard, and telephone for prolonged periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to move throughout the office to collaborate with team members.

Equal Opportunity Employer

ImageWorks Display is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local law.