Customer Service Representative

Cenveo is a leading North American manufacturer of envelopes with more than a century of industry expertise and approximately 30 billion envelopes produced annually. We are seeking an experienced Customer Service Account Representative--with strong account management capabilities and print industry knowledge preferred--to join our Chicopee team.

The ideal candidate brings 4--5 years of customer service and client account management experience, ideally within print, manufacturing, or a related industry. This role requires a polished communicator who can manage complex client needs, support sales, and ensure seamless coordination with production.

Cenveo offers competitive compensation and a comprehensive benefits package.

Job Summary

Under general direction, the Customer Service Account Representative serves as a key liaison between customers, sales, and manufacturing. This role requires a proactive, solutions‑oriented professional who can manage client accounts with the sophistication of an Account Manager--advising on product availability, pricing, scheduling, and issue resolution while ensuring an exceptional customer experience.

Primary Duties and Responsibilities (*Essential Functions)
These are functions a qualified incumbent or applicant must be able to perform with or without reasonable accommodation.

• Serve as the primary point of contact for assigned customer accounts, delivering timely, professional, and solutions‑focused support.
• Communicate proactively with clients, sales teams, and production regarding order status, timelines, and project updates.
• Respond to inquiries related to job status, pricing, billing, product capabilities, and order changes.
• Manage order processing, including data entry, materials creation, and website catalog setup.
• Establish and monitor checkpoints to ensure accuracy and on‑time delivery of all work.
• Expedite, revise, and update job status as needed; generate sales orders following established guidelines.
• Maintain daily production schedules and communicate changes to clients promptly.
• Analyze and resolve client concerns, independently determining mutually acceptable solutions.
• Coordinate customer releases, inventory management, and ongoing account needs.
• Identify potential issues that may impact customer satisfaction and escalate when appropriate.
• Provide direct support to the Client Service Manager, Account Managers, and fellow Customer Service Representatives.
• Perform additional duties as assigned.

Other (Non-Essential) Functions
Included functions which are normally performed by persons holding this title. However, these functions may be reassigned to other employees as part of a "Reasonable Accommodation" under the ADA.

• Provide coverage for additional accounts during vacations or leaves of absence.
• Communicate effectively with all levels of production staff.
• Adhere to all safety rules and required office safety attire.