Job Summary:

The Customer Service Representative is the primary point of contact for clients at the Ottawa branch.

This role manages all incoming customer requests from first contact through to order release - answering enquiries at the counter, by phone and by email, gathering complete and accurate job specifications, collecting files, working with estimating to produce quotes, and handing off clear, correct orders to production. Accuracy at the front end is the priority. Every job that goes into production should carry complete specifications.

Major Responsibilities:

Client Communication

- Serve as the main point of contact for incoming customer requests by phone, email and at the front counter
- Greet walk-in customers and handle counter sales from enquiry through to pickup
- Answer product, pricing and turnaround enquiries, escalating where needed
- Gather and confirm full job specifications - quantity, size, stock, finishing, proofing and delivery requirements
- Handle customer questions, concerns and complaints professionally and in a timely manner
- Investigate issues, determine the cause and coordinate a resolution with production
- Escalate significant issues to the Management team promptly
- Follow up with customers after delivery on recent orders to confirm satisfaction and capture any issues before they become complaints
- Log feedback from follow-up calls, including quality concerns, turnaround and anything the customer asked for that we couldn't do

Order Processing

- Translate customer requirements into clear, accurate information for estimating
- Send quotes to customers, follow up on outstanding quotes and convert them to orders
- Confirm delivery dates with production before committing to a date with the customer
- Submit orders to production and verify customer files are accurate, complete and usable before the job moves forward




- Keep customers updated on order status and flag any delays early
- Work closely with the production team and other branches to meet customer deadlines

Payment and Administration

- Collect payment details, process payments and cash out completed orders
- Ensure order charges are accurate and up to date prior to billing
- Maintain accurate customer records and order documentation
- Perform general administrative duties for the branch as required
- Maintain a thorough understanding of the services provided company-wide
- Maintain cleanliness of the work area and department
- Abide by all company rules and regulations, including those set forth in the Personnel Handbook
- Comply with all Occupational Health & Safety Act requirements

Qualifications:

Required

- 2+ years of customer service experience in a commercial or retail printing environment
- Working knowledge of print specifications, stocks, finishing options and production processes
- Strong written and verbal communication skills
- Accurate, fast data entry and a high level of attention to detail
- Proficiency with Microsoft Office
- Organized, with a sense of urgency and the ability to manage competing priorities
- Comfortable handling difficult conversations calmly
- On-site position at the Ottawa branch
- Willingness to work a flexible schedule with occasional overtime when needed.

Considered an Asset

- Experience with a print MIS or job management system
- Bilingual - English and French
- College diploma in a graphic communications related discipline

Statements:

- This posting is for an existing vacancy and Astley Gilbert Limited reviews every application and does not use Artificial Intelligence to screen, assess or select applicants.

Pay: $45,000.00-$55,000.00 per year

Advantages:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Vision care

Experience:

- Print industry: 2 years (required)

Work Location: In person

📌 Customer Service Advisor (Print Industry) (Ottawa)
🏢 Astley Gilbert
📍 Ottawa