Client Success & Service Lead — Packaging & Print

Brook & Whittle Limited; Maryland Heights (MO); On-site; USD 45,000 - 75,000; Full time

Job summary

Brook & Whittle Limited is a fast-growing prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure sensitive products. The role involves managing a portfolio of key customer accounts and building rapport through effective brand and product communication to deliver on the customer's printed packaging needs.

The ideal candidate is self-motivated, has experience in customer-focused roles, strong interpersonal and problem-solving skills, and is proactive

Qualifications

• 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

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.

Skills

Client management

Communication

English proficiency

Education

Associate degree

Job description

Brook & Whittle Limited is a fast-growing prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure sensitive products. The role involves managing a portfolio of key customer accounts and building rapport through effective brand and product communication to deliver on the customer's printed packaging needs.

The ideal candidate is self-motivated, has experience in customer-focused roles, strong interpersonal and problem-solving skills, and is proactive