Customer Service Representative

Admore, Inc., located in Macomb, Michigan, is a well-established specialty printing manufacturer with more than 79 years of industry experience.

Admore has built a reputable legacy as the original pocket folder company since our founding in Detroit, Michigan, in 1947. We proudly serve more than 9,000 customers nationwide through an authorized dealer network, offering a diverse product line that includes pocket folders, binders, portfolios, file folders, certificate covers, and more. Our customers, ranging from quick-print shops to advertising agencies and multi-chain national franchises, rely on our commitment to passionate service, incredible quality, and innovative graphic enhancements such as full-color offset and digital printing, foil stamping, embossing, specialty coatings, precision die-cutting, folding, assembly, and finishing.

SERIOUS APPLICANTS ONLY

POSTIVE, PRODUCTIVE AND FAIR WORK ENVIRONMENT

CLIMATE-CONTROLLED FACILITY

Admore is seeking a dedicated, on-site Customer Service Representative to join our hard-working and dynamic team.

At Admore, our Customer Service team plays an important role in supporting distributors, processing orders, and helping projects move smoothly through our manufacturing workflow. This position combines frontline customer phone support with order processing, data entry, quoting, and daily communication with our customer base as well as our internal departments.

Customer Service Representatives answer live incoming phone calls, respond to email inquiries, prepare quotes, assist with product questions, and process orders using internal systems and tools. Team members work closely with production, prepress, order entry, and other departments to help ensure orders are accurate, on schedule, and exceed customer expectations.

This role requires strong verbal and written communication skills, attention to detail, multitasking ability, and a willingness to learn the Admore product line, folder manufacturing processes, and internal workflows.

This is a full-time, on-site role. Full-time schedule: Monday through Friday; 8:30 a.m. – 5:00 p.m., with mandatory overtime as determined by workload and staffing requirements.

The Customer Service Representative will play a critical role in maintaining our high standards by handling customer interactions via phone and email, supporting order processing, and ensuring customer satisfaction aligns with our mission to provide superior quality and service. This role demands a proactive approach, excellent communication skills, and a passion for upholding the values that have made Admore an industry leader for nearly eight decades.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone and email.
• Assist customers / distributors with product information, pricing, promotional programs, sample requests, order placement, order status updates, and generalized support.
• Collaborate with the Estimating and Order Entry departments to ensure accurate processing of customer orders.
• Resolve customer issues by identifying problems, finding solutions, and escalating when necessary.
• Maintain detailed records of customer interactions, conversations, and transactions in the company database.
• Provide support to the sales and production teams in managing customer expectations and delivery timelines.
• Coordinate with shipping and receiving departments to track and update order shipments.
• Support continuous improvement initiatives to enhance the customer service experience.
• Utilize internal quoting systems, databases, and Excel worksheets to prepare quotes and estimates.
• Process customer orders using JD Edwards and internal systems.
• Communicate with production, prepress, order entry, and customers regarding specifications, artwork, schedules, and order details.
• Review order information carefully to help ensure accuracy and smooth production flow.
• Document customer requests, concerns, inquiries, and resolutions clearly and accurately.
• Follow up with customers, vendors, and internal departments to support customer inquiries and order timelines.
• Develop a working knowledge of the vast Admore product line, websites, portals, sales tools, and manufacturing processes.
• Assist customers in navigating company websites, product offerings, and ordering options.
• Perform general clerical and administrative support duties as needed.
• Daily consistent shared phone coverage throughout the work day, with team members actively rotating incoming calls to ensure continuous frontline customer support at all times.https://apply.workable.com/admore-inc/?lng=en

Qualifications

At Admore, we are widely known throughout the industry for our top notch customer service and quality.

Our Customer Service team plays an important role in supporting distributors, processing orders, and helping projects move smoothly through manufacturing. This position combines frontline customer support with order processing, quoting, and daily communication with internal departments.

Our Customer Service Representatives answer live incoming phone calls, respond to email inquiries, prepare quotes, assist with product questions, and process orders using internal systems and tools. Team members work closely with production, prepress, order entry, and other departments to help ensure orders are accurate, on schedule, and exceed customer expectations.

This role requires strong communication skills, attention to detail, multitasking ability, and a willingness to learn specialized Admore products, folder manufacturing processes, and internal workflows.

This is a full-time, on-site role. The daily work schedule is Monday through Friday; 8:30 a.m. – 5:00 p.m., with availability for mandatory overtime determined by the daily workload and staffing needs.

• High school diploma or equivalent required.
• Six to Twelve months related experience in customer service, office, administrative, or manufacturing support, preferably in print-related industry.
• Excellent verbal and written communication skills.
• Adaptable mindset.
• Strong problem-solving abilities.
• Strong attention to detail.
• Strong organizational skills.
• Proficient with Microsoft Office Suite and familiarity with customer management software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Team player with a customer-focused attitude and the ability to work collaboratively across multiple departments.
• Able to remain professional, exercise patience and maintain composure in challenging situations.
• Knowledge of specialty printing products and processes is a plus.
• Knowledge of JD Edwards software is a plus.

PHYSICAL DEMANDS

The physical demands listed below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Sitting for extended periods of time, with occasional standing or walking when required.
• Frequent use of hands and fingers for typing, paperwork, and handling office materials and equipment.
• Ability to view computer screens, monitors, and printed documents, including close visual work.
• Occasional lifting and/or moving of materials up to 25 pounds.

WORK ENVIRONMENT

Standard office environment with moderate noise levels, including phones, office equipment, and team communication throughout the work day.

COMPENSATION

Entry-Level Pay Range: $16.00 - $17.25 hourly rate, determined and based on qualifications and level of experience

• Pay checks are issued weekly with direct deposit available
• Overtime is paid after 40 hours
• 9 paid holidays observed throughout the year
• PTO available at hire, prorated for new hire based on start date
• Six-month increases based on performance evaluation until midpoint of scale is reached.

HOW TO APPLY FOR THIS POSITION

• Submit Resume.
• If your resume is selected for further review, you will be contacted to undergo a brief 10 minute phone screen.
• If selected for further review, you will be contacted for an in-person application and interview process.

IMPORTANT

All candidates must pass a pre-employment 5-panel urine drug screen to be considered for employment.

Due to overwhelming interest, only candidates that are selected to interview will be notified.

E-VERIFY

Admore, Inc., a wholly-owned subsidiary of Ennis, Inc. utilizes E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a registered trademark of the U.S. Department of Homeland Security.

Self-Funded Group Health Plan with Dental and Vision benefits after 90 days. Low out-of-pocket premiums and co-pays.

Company paid Life Insurance, AD&D and Long Term Disability Insurance after 90-days of employment.

Optional flexible spending account (Medical and Dependent Care)

Optional Short-Term Disability Insurance, Life Insurance, Accident Insurance, and more

PTO available at hire, pro-rated for new hire based on start date

9 paid Holidays recognized and observed throughout the year

401(k) with employer match

EAP - Employee Assistance Program

Employee Appreciation Program

Company-wide seasonal events