Client Success & Account Support Specialist

Brook + Whittle; La Vergne (TN); On-site; USD 55,000 - 65,000; Full time

Job summary

Brook + Whittle is seeking a full-time Account Support Specialist in Tennessee to provide administrative support for efficient office operation and to assist managers and staff with organization, workflow and communication.

The role requires strong customer service skills, English proficiency and experience in printing environments, with opportunities to coordinate across departments and support quality customer experiences.

Qualifications

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

Responsibilities

• Must possess a positive attitude, ability to work independently, support for teammates and leadership qualities that exemplify Brook & Whittle model for excellent customer service
• Act as an effective liaison between Customer, Sales, Graphics, Manufacturing, Vendors and Management to ensure customer expectations are clear throughout the organization
• Primary contact for assisting 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 needed to support the client
• Track shipped orders and forwards copies of BOL, Packing slip and COA documentation to customers 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.

Skills

English proficiency

Communication

Customer service

Education

Associate's degree (strongly preferred)

Tools

Microsoft Office Suite

Job description

Brook + Whittle is seeking a full-time Account Support Specialist in Tennessee to provide administrative support for efficient office operation and to assist managers and staff with organization, workflow and communication.

The role requires strong customer service skills, English proficiency and experience in printing environments, with opportunities to coordinate across departments and support quality customer experiences.