Customer Care Specialist

Socket.dev; St. Louis (MO); On-site; USD 42,000 - 70,000; Full time

Job summary

Brook & Whittle Ltd. is seeking an experienced Customer Accounts Manager to oversee a portfolio of key client relationships in the packaging print industry.

You will liaise with Sales, Graphics, Manufacturing and Vendors, manage orders, timelines and deliverables, and communicate proactively to exceed customer expectations. A associate degree is preferred; candidates should have 2 years of printing or related experience, strong MS Office skills, excellent English communication, and a

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 Microsoft Office Suite
• 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.

Responsibilities

• Act as liaison between departments to ensure customer expectations are clear.
• Primary contact assisting customers by phone, e-mail, webinar and occasional site visits.
• Communicate daily with customers about projects, open orders, timelines and deliverables.
• Process orders and send acknowledgments confirming job details, pricing and shipping dates.
• Facilitate cross-functional project meetings to ensure a quality product meeting expectations.
• Coordinate with Art Department for customer artwork preparation.
• Arrange color samples and job documents to support manufacturing workflow.
• Monitor open orders and proactively communicate delays and needed information.
• Track shipping orders and send BOL, packing slip and COA docs to the customer after shipment.
• Consult production, shipping and warehouse to expedite or trace delays.
• Maintain customer profiles, item specs and account program documents.
• Receive complaints and coordinate returns/resolutions with Quality.
• Participate in training and meetings to improve daily service and customer satisfaction.
• Prepare and maintain various reports.

Skills

Customer-focused

Microsoft Office Proficient

Communication skills

Detail oriented

Problem-solving

English proficiency

Client account management

Education

Associate degree strongly preferred

Job description

Description

Brook & Whittle is a fast-growing company with strong potential for career growth. Wouldn’t it be cool to go to the store and pick up products that you can say ‘we make that label’?

We are a leading prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure sensitive products. We are highly innovative, developing new technologies and solutions to our customers’ requests and needs; our skilled employees operate some of the most advanced presses in the market and we offer superior artwork.

Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high professional, ethical and fairness standards. We have zero tolerance for anything less. We are a very diverse workforce that we celebrate as well; we reward good performance through our recognition program, our advancement opportunities and our pay structures.

We welcome you to consider being part of this great team.

The position will be responsible for managing a portfolio of key customer accounts and building a 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 top-notch service.

Primary Functions and 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.

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

Education and Experience:

• 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 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.

About Us:

About Us: Brook & Whittle Ltd. is one of North America’s leading Sustainable Labeling Solutions providers, producing pressure sensitive labels, shrink sleeves and flexible packaging for many of the nation’s leading brands. The company serves multiple consumer markets, including Personal Care, Beverage, Food, Nutraceuticals, Wine & Spirits, and Household Chemicals. The company’s rapid growth can be attributed to its world-class staff of employees and its commitment to sustainability, print innovation, and the latest technological advancements. Wouldn’t it be cool to go into a store, pick up a product and say “we make that label!”

Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high professional, ethical, and fairness standards. We have zero tolerance for anything less. We celebrate our diverse workforce and reward good performance through our recognition program, advancement opportunities, and our compensation structure.

We believe people are our greatest asset. Thus, we highly value individuals of strong character with drive, ambition and creativity. Relationships are our cornerstone whether it be clients, vendors or co-workers. We are the best at what we do and are looking for an exceptional individual to join our growing organization.

AAP/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. In addition to federal law requirements, Brook & Whittle complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Brook & Whittle expressly prohibits any form of 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 LTD’s employees to perform their job duties may result in discipline up to and including discharge.

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