Customer Service, Order Management & Estimating Specialist

Customer Service, Order Management & Estimating Specialist

U.S. Print, Signage, Marketing & Promotional Products Company

We are an established AlphaGraphics print, signage, marketing and promotional products business in Tampa, Florida, and we are looking for a highly responsive, organized and professional remote team member to support our existing Project Management team.

This is not a general Virtual Assistant position.

The role is focused primarily on incoming customer inquiries, quote requests, order coordination and customer communication. We are looking for someone who can take ownership of incoming opportunities and make sure customers receive fast, professional and consistent service.

A major priority for us is speed of response. When a potential customer contacts us for pricing or information, we want them acknowledged almost immediately and then kept informed throughout the estimating process.

Your Responsibilities

Your role would include:

Monitoring incoming customer email s and identifying new quote and estimate requests.
Responding promptly to customers to acknowledge their request and let them know that we are preparing their proposal.
Reviewing customer instructions, specifications and supplied artwork/files.
Identifying missing information and contacting the customer to obtain the details needed to prepare an accurate estimate.
Performing an initial review of artwork for items such as:

• dimensions
• resolution
• bleed
• basic print suitability

Determining, with training, whether work will be produced internally or outsourced to one of our trade/subcontract vendors.
Contacting approved vendors to obtain pricing, turnaround times and other required information.
Preparing estimates using our ERP/estimating system, PrintSmith.
Sending estimates to customers through our CRM system, PrintSpeak.
Following up promptly after sending an estimate to confirm that the customer received it and to answer any initial questions.
Using our CRM to maintain regular estimate follow-up until the opportunity is won, lost or no longer active.
Maintaining accurate customer and opportunity information within our systems.
Communicating with our internal Project Management and Production teams when necessary.
Helping ensure that no incoming customer inquiry or estimate request is overlooked.

Training will be provided on our products, systems and internal processes. Previous experience with PrintSmith or PrintSpeak is not required.

Additional Marketing Responsibilities

There will naturally be periods when incoming customer activity is quieter.

During these periods, we would like this person to assist with outbound digital marketing and sales-support activities.

Depending on your experience, this could include:

Following up with previous customers and prospects.

Email outreach.
CRM prospecting.
LinkedIn outreach.
Basic lead research.
Updating customer/prospect information.
Supporting targeted marketing campaigns.
Following up on previously issued estimates.
Potentially making outbound calls to U.S. customers or prospects.

Previous digital marketing or outbound sales experience would therefore be an advantage.

What We Are Looking For

The right person will have:

Excellent written English.
Very good spoken English.
Strong customer-service skills.
The confidence to communicate professionally with U.S. customers.
Exceptional attention to detail.
Strong organizational skills.
The ability to manage several customer requests simultaneously.
A sense of urgency and an understanding that response time matters.
Good numerical ability and comfort working with quotations and pricing.
Strong computer skills and the ability to learn new software quickly.
Good judgment and the confidence to ask questions when information is incomplete.
A proactive mindset — we do not want someone who simply waits for instructions.
The ability to work independently while still communicating closely with the rest of the team.
An interest in building a long-term career with one company.

Experience in any of the following would be particularly useful:

Customer service
Order management
Estimating or quotations
Printing or signage
Promotional products
Manufacturing
E-commerce
Project coordination
Sales support
CRM systems
Procurement/vendor sourcing
Digital marketing
Prepress or graphic file checking

A printing background is helpful but not essential. We are more interested in finding someone intelligent, reliable, detail-oriented and willing to learn.

Working Hours

This position supports customers in Florida, USA.

You must therefore be willing and able to work U.S. Eastern Time business hours.

Reliable attendance during these hours is extremely important because one of the primary purposes of this role is to ensure that customers receive very fast responses.

Home Office Requirements

You must have:

A reliable computer suitable for full-time remote work.
A stable high-speed internet connection.
A quiet and professional home working environment.
A headset suitable for customer calls.
A backup internet solution where possible.
A reliable backup plan for local power interruptions.
Long-Term Opportunity

We are not looking for someone for a short-term project.

We are looking for a person who can become an important long-term member of our business.

For someone with the right ability and ambition, the position could eventually develop into broader responsibilities involving:

More advanced estimating
Customer account management
Workflow and process improvement
Online ordering systems
Sales support
Training and supervising additional remote employees
Operations coordination

We value people who identify ways to improve the business rather than simply completing assigned tasks.

When Applying

Please answer all of the following questions in your application:

Would this be your only employment, or do you currently work for other companies or clients?
What are you doing professionally at present?
Why are you interested in this particular position?
How does working U.S. Eastern Time hours fit into your personal schedule?
Which parts of the role described above best match your previous experience?
Have you previously prepared quotations, estimates or pricing for customers? Please explain.
Have you worked in customer service, order management, printing, signage, manufacturing or e-commerce?
Do you have experience with CRM or ERP software? Which systems?
Do you have experience with outbound digital marketing or lead follow-up? Please explain.
Have you previously made inbound or outbound calls with U.S. customers?
Please describe your home office setup, including:
computer specifications
internet speed
backup internet
power backup
dedicated workspace
Please provide your expected hourly or monthly salary.
Please tell us why you believe you would be particularly good at responding quickly and accurately to incoming customer requests.

Please begin your application with the words “FAST RESPONSE” so that we know you have read the entire job description.

We are looking for someone professional, intelligent, dependable and genuinely interested in becoming part of our team for the long term.