Client Service Representative

About the role

A printing and packaging company in Lagos is looking for a Client Service Representative. The role acts as the first point of contact for customers, handling enquiries, orders and complaints, and liaising with production and other departments to make sure orders are accurate and delivered on time.

Key responsibilities

• Serve as the first contact for customer enquiries, orders and complaints, and resolve product or service problems by clarifying the issue and explaining the best solution.
• Call customers after delivery to confirm satisfaction and placate angry customers.
• Receive and verify the accuracy of customer orders before passing them to the production team.
• Fill job orders, update the job list and submit approved orders to the lead production officer so a Bill of Materials can be created.
• Liaise with production, graphics, inventory and procurement to ensure orders are accurate and delivered on time, and keep all parties informed of design or quantity changes and production status.
• Maintain documentation of all jobs (job order, job price, project timeline log) and prepare a weekly report for management.
• Carry out quality control checks at key production stages (graphic artworks, tailoring, printing, monogramming and packaging) so items match the client's orders with zero errors, and get client approval on samples before bulk orders start.