Customer Service Representative

About the Role

Lorpon Labels is looking for a highly organized, customer-focused Customer Service Representative to support assigned customer accounts from order entry through production and delivery. This is an onsite office role and an important link between our customers and our Sales, Prepress, Production, Purchasing, Shipping and Quality teams.

The right person communicates clearly, keeps details and commitments organized, follows orders closely and deals with questions or changes before they become problems. Experience in labels, printing, packaging or another custom manufacturing environment is a strong asset.

What You'll Do

• Act as the primary day-to-day contact for assigned customer accounts.
• Enter, review and manage customer orders accurately and efficiently.
• Confirm job specifications, pricing, purchase-order details, quantities, delivery requirements and other order information before release.
• Coordinate artwork submissions, proofs, approvals and revisions between customers and Lorpon's prepress team.
• Communicate production schedules, expected completion dates, shipping details and order updates.
• Track orders from entry through shipment and follow up on anything that may affect timing or customer expectations.
• Work closely with Sales, Prepress, Production, Purchasing, Shipping and Quality to keep customer work moving.
• Respond to customer questions, changes and concerns with professionalism, urgency and good judgement.
• Maintain accurate customer, order and communication records in Lorpon's ERP and related systems.
• Support repeat orders, new item setup and customer-specific requirements while helping identify missing or conflicting information.

What We're Looking For

• Three or more years of customer service, account coordination, order management or related experience.
• Experience in labels, printing, packaging or another custom manufacturing environment is strongly preferred.
• Experience working with detailed specifications, custom orders, proofs, production schedules or delivery commitments is an asset.
• Strong written and verbal communication skills, including the ability to explain issues clearly and professionally.
• Excellent attention to detail, proofreading and organizational skills.
• Ability to manage multiple active orders, changing priorities and deadlines without losing track of commitments.
• Comfort using ERP or order-management systems, Microsoft Outlook, Excel and Word.
• Strong basic math skills and comfort working with quantities, measurements, pricing and order details.

What Matters in This Role

• Reliability and consistency. This is an onsite position, and customers and internal teams need timely answers and dependable follow-through throughout the workday.
• Accuracy before speed. Order details, artwork approvals, quantities, specifications and delivery commitments must be checked carefully before information is passed along.
• Ownership. You follow an order through, raise issues early and make sure the right people have the information needed to keep it moving.
• Clear communication. You can be direct and calm with customers and coworkers, including when timing changes, information is missing or expectations need to be reset.
• Good judgement and practical problem-solving. You know when to resolve something yourself, when to ask questions and when to escalate an issue.
• Organization under pressure. You can manage several customers and active jobs at once without losing track of details or follow-up items.
• A team approach. Customer service at Lorpon depends on close coordination with Sales, Prepress, Production, Purchasing, Shipping and Quality.

Schedule, Compensation & Benefits

• Full-time, onsite position at Lorpon Labels in Vaughan, Ontario.
• Monday to Friday, 8:30 AM to 5:00 PM.
• $55,000 to $75,000 annually, based on directly related customer service, order-management, manufacturing, printing and packaging experience.
• Optional extended health and dental benefits are available through an employee co-pay program.
• Two weeks of vacation.

About Lorpon Labels

Lorpon Labels is a family-owned Canadian manufacturer of pressure-sensitive labels and flexible packaging. For more than 40 years, we have worked with customers across food, beverage, health and wellness, and consumer packaged goods. Our business is built around responsive service, consistent quality and practical solutions that help customers get products to market.

Posting Disclosures

This posting is for an existing vacancy. Artificial intelligence may be used to assist with screening or assessing applicants for this position. Hiring decisions are made by Lorpon Labels personnel.

Interested candidates are encouraged to apply with a resume outlining their relevant experience.