Account Support Specialist

Description

Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Coordinator. The position will be responsible for providing administrative support to ensure efficient operation of the office, supporting managers and employees through a variety of tasks related to organization, workflow and communication.

Description

Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Coordinator. The position will be responsible for providing administrative support to ensure efficient operation of the office, supporting managers and employees through a variety of tasks related to organization, workflow and communication.

This is a unique opportunity for a self-motivated candidate who is eager to learn and contribute to a high performing team. The individual must possess the ability to effectively communicate and organize tasks, delivering with high quality, in a timely manner.

Ideal candidates will be initiative-taking, detail-orientated, customer satisfaction driven and rely on experience and judgement to plan and accomplish goals.

Primary Duties And Responsibilities

• Must possess a positive attitude, ability to work independently, support for teammates and leadership qualities that exemplify the Brook & Whittle model for excellent customer service
• Acts as an effective liaison between Customer, Sales, Graphics, Manufacturing, Vendors and Management to ensure customer expectations are clear throughout the organization
• Primary contact providing assistance to customers via phone, e-mail, webinar and occasional site visits.
• Daily communication with customers regarding projects, open orders, timelines, deliverables and all other customer service-related topics
• Processes orders and sends acknowledgments to clients, confirming job details, pricing and shipping dates.
• Facilitates customer project meetings with cross-functional departments in attendance to provide a quality product which meets/exceeds customer expectations.
• Interaction with the Art Department for customer artwork preparation
• Arranges color samples and job documents to support the manufacturing workflow
• Monitors open orders and proactively communicates about anticipated delays and any additional information as needed to support the client
• Tracks shipped orders and forwards copies of BOL, Packing slip and COA documentation to customer upon completion of shipment.
• Confers with production, shipping, warehouse to expedite or trace missing or delayed shipments.
• Maintains information for customer profiles (account preferences), item specifications and all documents associated with account programs.
• Receives customer complaints and coordinates product return/complaint resolution with Quality Department.
• Participates in various training seminars, meetings and activities to ensure quality of daily service and to improve customer satisfaction and business performance.
• Prepares and maintains various reports as needed.

• Associate's degree strongly preferred
• 2+ years of experience in PS printing, manufacturing or relatable business environment required
• 2+ years of experience managing client accounts and personal relationships preferred
• Reading, writing, speaking and understanding English is required
• Competency in Microsoft Office Suite
• Previous experience or understanding of flexible packaging products is preferred.

• Strong verbal and written communication skills
• Detail oriented and deadline focused with excellent planning and organizational skills
• Critical thinking and problem-solving aptitude
• Ability to work independently

• Position routinely uses standard office equipment such as computers, phones, photocopiers and filing techniques to maintain storage for all documentation needs.
• Position is fast paced, partly a sedentary role. Individuals may need to sit or stand for extended periods of time.
• Generous amounts of time spent on the production floor requiring safety shoes and glasses.

• 8:00am – 4:30pm