- 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.
- 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
- 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.
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Customer Care Specialist - West Amherst, United States - Brook & Whittle
Description
: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:
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:
Work Environment & Physical Demands:
Salary Description: $ $ Yearly Salary
Compensation details: Yearly Salary
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