Job Title: Customer Service Representative
Department / Team: Facilis Customer Service
Location: Lancaster, PA
Employment Type: Full Time
Reports To: Sr. Client Services Manager
About the Company
Apex Advertising is a growing, client-focused advertising firm based in Lancaster, PA, dedicated to delivering exceptional experiences. Since 1991, we have provided excellent customer service and leveraged the latest technologies to support our clients. Our expertise spans developing and managing e-stores, creating custom promotional products, offering fulfillment and warehousing services, implementing incentive programs, and designing branded gifts for special events.
As an industry leader in company stores, we deliver advanced e-commerce solutions with real-time access to inventory worldwide. Our in-house team tailors solutions to meet the unique needs of each client, from secure on-site warehousing to “brand on demand” capabilities. At Apex Advertising, we value collaboration, professionalism, and building strong relationships with clients, vendors, and internal teams.
Position Summary
The Customer Service Representative is responsible for providing exceptional service to clients, vendors, and internal teams, ensuring a seamless and positive experience. This role requires strong communication skills, attention to detail, and the ability to exercise independent judgment when resolving issues. The ideal candidate will build and maintain strong relationships, and serve as a key liaison between clients, vendors, and internal departments.
Key Responsibilities / Duties
· Strengthen and maintain relationships with vendor partners.
· Provide exceptional customer service to clients and the sales team.
· Apply independent judgment and analysis when resolving concerns, escalating issues as needed.
· Send purchase orders and follow up through delivery to ensure deadlines are met.
· Communicate effectively via phone and email.
· Act as a liaison between vendors and the sales team.
· Monitor and follow up on outstanding tasks, orders, or issues to ensure resolution.
· Maintain accurate records of client interactions, orders, and communications in CRM systems.
· Identify opportunities to improve processes, workflows, and client experiences.
· Address and resolve client and vendor inquiries or issues, escalating when necessary.
Qualifications / Requirements
· High School Diploma required; Associate’s or Bachelor’s degree preferred.
· Minimum of two (2) years of relevant experience.
· B2B/purchasing experience is a plus.
· Proficiency in Microsoft Office, particularly Excel.
· Excellent organizational and time management skills.
· Strong verbal and written communication skills.
· Experience working with CRM systems.
· Ability to exercise independent judgment and problem-solving skills.
· Detail-oriented with a commitment to accuracy.
· Willingness to collaborate with internal teams and vendor partners.
· Ability to manage multiple tasks and prioritize effectively.
Compensation and Benefits
· Competitive salary
· Medical, dental, and vision insurance
· Basic life insurance
· 401(k) plan
· Paid time off
Work Environment / Physical Requirements
· Primarily office-based in a standard work environment.
· May require extended periods of sitting and using of computer or telephone.
· Occasional light lifting (up to 20lbs) of office supplies or materials.
· Ability to communicate clearly in person, over the phone, and via email.
· Minimal exposure to hazardous conditions; standard office safety protocols apply.
Must be able to bend, reach, or stand occasionally when retrieving files or conducting
Job Type: Full-time
Pay: $48,000.00 - $52,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer Service: 1 year (Preferred)
Location:
- Lancaster, PA 17603 (Preferred)
Work Location: In person
