Customer Care Specialist

Description

Brook & Whittle is a fast-growing company with strong potential for career growth. Wouldn’t it be cool to go to the store and pick up products that you can say ‘we make that label’?

We are a leading prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure sensitive products. We are highly innovative, developing new technologies and solutions to our customers’ requests and needs; our skilled employees operate some of the most advanced presses in the market and we offer superior artwork.

Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high professional, ethical and fairness standards. We have zero tolerance for anything less. We are a very diverse workforce that we celebrate as well; we reward good performance through our recognition program, our advancement opportunities and our pay structures.

We welcome you to consider being part of this great team.

The position will be responsible for managing a portfolio of key customer accounts and building a rapport through effective brand/ product communication to deliver on the customer’s printed packaging needs. This is a unique opportunity for a self-motivated candidate who is eager to learn, has experience working in a customer-focused role, and possesses strong interpersonal and problem-solving skills. Ideal candidates will be proactive, detail-oriented and adept at managing high-level customer relationships while delivering top-notch service.

Primary Functions and Responsibilities:

• Act 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
• Process orders and send acknowledgments to clients, confirming job details, pricing, and shipping dates.
• Facilitate 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
• Arrange color samples and job documents to support the manufacturing workflow.
• Monitor open orders and proactively communicates about anticipated delays and any additional information as needed to support the client.
• Track shipping orders and forwards copies of BOL, Packing slip and COA documentation to customer upon completion of shipment.
• Confer with production, shipping, warehouse to expedite or trace missing or delayed shipments.
• Maintain information for customer profiles (account preferences), item specifications and all documents associated with account programs.
• Receive customer complaints and coordinates product return/complaint resolution with Quality Department.
• Participate in various training seminars, meetings, and activities to ensure quality of daily service and to improve customer satisfaction and business performance.
• Prepare and maintain various reports as needed.

Other Duties: Please note this job description is not designed to cover or contain a listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Education and Experience:

• Associate degree strongly preferred.
• 2 years of experience in printing or a relatable business environment preferred.
• 2 years of experience managing client accounts and personal relationships preferred.
• Reading, writing, speaking, and understanding English is required.
• Competency in Microsoft Office Suite Competencies
• Customer focused.
• Strong written and verbal communication skills
• Detail oriented Excellent planning and organizational skills
• Critical thinking and problem-solving aptitude
• Ability to comprehend and explain technical product / service information.

Work Environment & Physical Demands:

• Position is fast paced and operates in a clerical, office setting, routinely using…