Job Description

Overview

Sterling Printing is looking for a proactive, detail-driven Inbound Sales & Operations Coordinator to support our fast-growing print, promo, apparel, signage, and mail-shop business. This role sits at the center of sales, production, and customer communication -- ensuring quotes go out fast, proofs are accurate, jobs move smoothly, and both in-person and remote teams are in alignment.

You'll act as the first line of response for inbound customer requests, the guiding force for junior CSRs, and the operational bridge that keeps scheduling, materials, and production organized. If you thrive in a fast-paced environment where every day is different and you like balancing people, process, and customer needs -- this role is for you.

Key Responsibilities

Inbound Sales & Customer Support

Serve as frontline for inbound calls, emails, and quote requests. Qualify new inquiries and ensure customers get fast, polished, accurate responses. Prepare and send quotes; follow up proactively to close. Review incoming proofs with customers and ensure approvals are documented properly. Provide product/stock/pricing guidance with confidence and clarity.

Team Leadership & Junior CSR Oversight

Guide junior customer service reps on daily tasks, tone, accuracy, and follow-through. Ensure SLAs are met: quotes turned around, proofs checked, files reviewed, customers updated. Provide coaching and escalation support when juniors need direction.

Cross-Team Coordination

Act as a communication bridge between the Stoneham team and the Remote support team. Ensure handoffs are smooth, deadlines are communicated, and nothing falls through cracks. Uphold consistency in quality control, file checks, and customer messaging across both teams.

Production & Scheduling Support

Assist Production Manager with daily/weekly job scheduling. Help monitor job progress, press time, and finishing capacity. Track paper stock, apparel/merch blanks, and materials; flag shortages early. Enter and update job tickets, shipping instructions, and due dates. Organize and prioritize jobs that need rush handling or special instructions.

Operational Excellence

Strengthen internal workflows that speed up quoting, proofing, and production. Maintain CRM/order management systems with clean data and notes. Identify bottlenecks and recommend process improvements. Ensure all customer touchpoints are professional and consistent with Sterling's brand.

Ideal Candidate

3-5+ years experience in print shops, promo, apparel, mail-shop, or similar operations. Strong understanding of quoting, proofing, production steps, and print terminology. Highly organized, deadline-oriented, and calm under pressure. Strong communicator with ability to manage multiple stakeholders. Comfortable directing junior team members and holding them accountable. Ability to switch between sales mode and operations mode seamlessly. Familiar with job ticketing/print MIS systems is a plus (e.g., Printer's Plan)
Job Type: Full-time

Pay: $60,000.00 - $90,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off
Ability to Relocate:

Stoneham, MA 02180: Relocate before starting work (Required)
Work Location: In person