Job Description

Overview

Brook + Whittle, one of the fastest-growing, sustainable printing solutions companies, is currently seeking a full-time Customer Care Specialist / Client Support. 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 customers printed packaging needs.

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

Work Hours

• 8:00am 4:30pm or 8:30am 5:00pm

Qualifications

• Associate's 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

• 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

Supervisory Responsibility

• None

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

Company Paid Benefits

• 10 paid holidays
• Starting 2 weeks' vacation at an accrued rate
• Paid sick/personal days
• MDLive Telemedicine*
• Life insurance*
• Long term disability insurance*
• Employee assistance program (EAP)*

Company Offered Benefits

• Dental*
• Vision*
• 401(k) first of the month after 90 days of employment auto-enroll at 3%
• Short term disability*
• Voluntary life insurance*
• Flexible spending account health care and/or dependent care*
• Critical illness insurance, hospital indemnity insurance and accident insurance*

Company Subsidized Benefits

• Medical*

About Us

Brook & Whittle Ltd. is one of North Americas leading Sustainable Labeling Solutions providers, producing pressure sensitive labels, shrink sleeves and flexible packaging for many of the nations leading brands. The company serves multiple consumer markets, including Personal Care, Beverage, Food, Nutraceuticals, Wine & Spirits, and Household Chemicals. The companys rapid growth can be attributed to its world-class staff of employees and its commitment to sustainability, print innovation, and the latest technological advancements. We believe people are our greatest asset and value individuals with drive, ambition and creativity. Relationships are our cornerstone with clients, vendors and co-workers.

EEO Statement

Brook & Whittle LTD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. Brook & Whittle complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment. Brook & Whittle prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Brook & Whittle LTDs employees to perform their job duties may result in discipline up to and including discharge.

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