Summary

• Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Care Specialist. The position will be responsible for managing a portfolio of key customer accounts and building 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 topnotch service . 

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.

Qualifications

• Associates Degree strongly preferred

• 2 years of experience in printing, manufacturing or 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

• Previous experience or understanding of flexible packaging products is preferred.

*Competencies *