Customer Service Representative

Job Description

Caribbean Careers and Office Gems are facilitating the recruitment of a Customer Service Representative for Scrip-J.

Do you love building client relationships and driving sales? Our client wants you to join their team!

What you will do:
• Manage sales accounts in the print and packaging industry
• Deliver exceptional customer service and
• Work closely with estimating and production teams.

Major Accountabilities:
Sales & Business Development
• Manage assigned customer accounts and serve as their primary point of contact.
• Generate new business through cold-calling, networking, referrals, and consistent follow-up of leads.
• Prepare and follow up on quotations with the objective of securing orders.
• Identify upselling and cross-selling opportunities to increase customer lifetime value.
• Participate in customer visits with the Business Development Manager and conduct independent visits as required.
• Maintain accurate, timely updates of all opportunities and activities in the CRM system.
• Monitor market conditions and gather competitive intelligence to identify sales opportunities and threats.
• Assist with preparing materials and presentations for Sales Meetings and coaching sessions.

Customer Relationship Management

• Ensure a high-quality customer experience by responding promptly to inquiries, concerns, and requests.

• Maintain frequent, professional communication with customers (phone, email, in-person).

• Document and relay customer requirements accurately to internal teams.

• Confirm satisfaction after job delivery and resolve any post-delivery concerns.

• Build long-term relationships by understanding customers’ business needs, buying patterns, preferences, and expectations.

• Communicate proof approvals, job updates, delays, and changes in specifications as needed.

Production Coordination
• Clearly and accurately communicate job specifications to Estimating, Order Entry, Planning, Scheduling, and Shipping teams.

• Review proofs, digilines, and job details prior to customer submission or final approval.

• Document all changes to job requirements and ensure Production teams are informed promptly.

• Ensure completion of all required documentation, including quotations, purchase orders, and change orders.

• Understand key production processes, including estimating, costing, planning, and characteristics of raw materials and machinery capabilities.

• Monitor job progress and liaise with Scheduling to confirm delivery timelines.

Administration, Reporting & Collections

• Report daily on sales activities, customer interactions, and quotation follow-ups.

• Maintain accurate, up-to-date customer records in CRM and internal systems.

• Collaborate with Accounts to support collections and credit approvals for assigned accounts.

• Keep catalogues, pricing, and product information up to date.

• Participate in job buy-out coordination as required.

• Recommend process improvements to enhance efficiency and overall sales effectiveness.

• Perform any other duties assigned by the Business Development Manager or Department Head.

Perform other related duties as may be required by Management.

Qualifications
• Five (5) CXC O’Level passes inclusive of English Language and Mathematics. 

• Associate Degree in Business Management or a related field (asset). 

• 1–3 years’ experience in Sales or Customer Service with a proven track record of results. 

• Experience in printing, manufacturing, or related B2B environments (asset). 

• Familiarity with CRM tools (PACE or similar systems). 

• A passion for problem-solving.