At Cassel, we transform vehicles into moving brand statements through custom wraps and fleet graphics, supported by decals and signage that complete the look. We’re a collaborative, fast‑paced team that values craftsmanship, communication, and keeping projects moving smoothly from concept to completion.
JOB SUMMARY
We're looking for an experienced Customer Service Representative (CSR) - Level 2 to serve as a trusted partner for our customers throughout the sales, design, print production, and install process. In this role, you'll manage customer projects from start to finish, build strong customer relationships, coordinate with cross-functional teams, and proactively solve problems to ensure a smooth and successful customer experience.
PRIMARY RESPONSIBILITIES
1. Customer Service & Account Management
- Serve as the primary point of contact and trusted advisor for assigned customers throughout the sales, design, print production, and install process
- Manage customer projects from start to finish, coordinating multiple vehicles, locations, schedules, and contacts to ensure a successful outcome
- Review quotes, sales orders, and project details for accuracy and completeness, identifying risks or missing information before producing materials
- Set clear customer expectations regarding project scope, pricing, timelines, design revisions, and installation requirements
- Anticipate customer needs and proactively provide recommendations, solutions, and next steps
- Independently resolve escalated customer concerns while maintaining strong customer relationships and protecting company interests
2. Sales Lead Support
- Support assigned sales inquiries and opportunities that align with your experience and customer portfolio
- Partner with Sales and Estimating to gather project requirements and develop accurate quotes
- Build strong relationships with prospective customers by understanding their goals and guiding them through the vehicle graphics process
- Follow up on assigned opportunities and open quotes to support timely customer decisions
- Identify opportunities for additional services, future projects, and repeat business
- Collaborate with Sales, Design, and Operations to ensure a smooth transition from opportunity to project execution
3. Project & Operational Coordination
- Partner with sales, design, logistics, print production, and install teams to ensure successful project execution
- Monitor active projects and proactively address risks, missing information, or customer-impacting issues
- Serve as a resource for resolving complex customer concerns requiring strong judgment and problem-solving skills
- Advocate for customers while balancing operational capabilities, priorities, and commitments
- Take ownership of customer outcomes by driving issues through to resolution and ensuring commitments are met
- Identify opportunities to improve processes, communication, and the overall customer experience
4. Administrative & Team Support
- Provide backup front desk coverage, including greeting visitors and coordinating customer drop-offs and pick-ups
- Support shared email and phone communications, ensuring timely and professional responses
- Assist with vehicle tracking, lot audits, documentation, and other operational support activities as needed
- Maintain a strong working knowledge of company workflows and processes.
- Support onboarding and training of new Customer Service Representatives by sharing best practices and process knowledge
- Contribute to a collaborative team environment focused on delivering an exceptional customer experience
EXPERIENCE
- High School Diploma or Equivalent Required
- 4+ years of customer service, account management, project coordination, or related experience preferred
- Experience managing multiple priorities and providing support in a fast-paced environment preferred
SKILLS
- Strong written and verbal communication
- Excellent organization and time management
- Customer-focused and service-driven
- Effective problem-solving and conflict resolution
- Detail-oriented and highly accountable
- Adaptable in a fast-paced environment
- Proficient in Microsoft 365 and business systems
CHARACTERISTICS
- Humble
- Hungry
- Self-Aware
- Emotionally Mature
- Sense of Urgency
- Professionalism
- Self-Motivated
- Engaging
- Empathetic
- Integrity
- Servant Hearted
- Willing
- Hospitable
- Proactive
- Optimistic
- Personable
- Active Listener
OTHER INFORMATION
This job description outlines the core responsibilities of the role but may evolve as business needs change. Additional tasks may be assigned by the manager.
This position is full‑time, on‑site at our Manheim location. Pay is commensurate with experience. Learn more about us at casselteam.com.
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
License/Certification:
- Driver's License (Required)
Work Location: In person
