Position Overview
The Customer Service Relations role is responsible for developing and maintaining strong customer relationships, generating new business opportunities, and managing custom print and packaging projects from initial customer enquiry through to final delivery. The position requires a combination of sales, customer service, technical product knowledge, and project coordination to ensure that customer requirements are translated into accurate specifications, competitive quotations, quality finished products, and timely deliveries. The successful candidate will act as the primary liaison between customers, internal departments, and external suppliers, ensuring customer satisfaction while contributing to Hasmart’s sales growth, profitability, and service delivery standards.
1. Key Responsibilities
1.1 Sales and Business Development
- Actively generate New Business and build a database to gain and sustain new clientel.
- Cultivate existing client relationships to retain business and maximize sales opportunities.
- Conduct sales presentations as needed.
- Update Senior Management on new trends and evolving customer needs and expectations
1.2 Customer Engagement
- Present solutions and negotiate appropriately to close sales.
- Engage customers and analyse their needs to prepare accurate and comprehensive quotes and or proposals and provide competitive quotations for custom print/packaging projects.
- Advise clients on materials, finishes, MOQ’s, Timelines, and structural design to meet their branding and budget needs.
1.3 Custom Project Management
- Translate design requirements into technical specifications for the further processing This includes overseeing sample production, proofing artwork, and managing project timelines.
- Monitor print quality, including colour accuracy and finish, to ensure the final product meets client expectations.
- Provide continuous tracking reports for each job and handle post-sale customer queries or technical issues.
1.4 Custom Print and Packaging Production
- Liaise between customers, internal departments and suppliers to maintain delivery efficiency, provide feedback and to track job progress.
- Review client artwork, set up files for printing, and prepare digital or physical prototypes (mock-ups).
- Monitor print quality and ensure compliance with design specifications.
- Resolve supplier challenges to maintain quality standards and meet deadlines.
- Advise and recommend appropriate materials (plastic, paper, board) and finishes for sustainable or specialized packaging to customers.
2. Requirements & Qualifications
- Proven experience (2-5+ years) in print sales, packaging sales, or technical print production.
- Solid understanding of printing processes (digital, flexographic), substrates, and packaging materials.
- Familiarity with Hasmart systems
- Excellent interpersonal skills for professional pitching, networking, and client consultations.
- Diploma/Degree in Packaging Technology, Graphic Design, or Sales/Marketing is advantageous.
- Ability to troubleshoot production blemish or material compatibility issues on the fly.
3. Key Competencies
- Must be results driven and passionate about exceeding sales targets.
- Able to create custom solutions for unique product packaging.
- Focused on accuracy in quotes and finished product quality.
- Capable of handling multiple jobs simultaneously under tight deadlines.
- Typical Working Conditions
4. Performance Focus
Performance will be assessed against agreed objectives, measurable key performance indicators (KPIs), customer service standards, and the quality and efficiency of project execution.
4.1 Sales and Business Development
4.2 Project and Production Management
4.3 Administration and Operational Efficiency
4.4 Professional Development and Continuous Improvement
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