Customer Care Specialist

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.

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.

• Associates Degree strongly preferred
• 2 years of experience in printing 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 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 standard office equipment such as computers, phones, photocopiers and filing cabinets.
• This is largely a sedentary role with some filing required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Individuals may need to sit or stand for extended periods of time.
• Demonstrated excellence may result in hybrid work from home arrangements.

Work Hours:

• 8:00am – 4:30pm or 8:30am – 5:00pm

Supervisory Responsibility:

• None