Account Support Specialist - Guilford, CT

Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Coordinator. The position will be responsible for providing administrative support to ensure efficient operation of the office, supporting man ...

Job description

Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Coordinator. The position will be responsible for providing administrative support to ensure efficient operation of the office, supporting managers and employees through a variety of tasks related to organization, workflow and communication. 

This is a unique opportunity for a self-motivated candidate who is eager to learn and contribute to a high performing team. The individual must possess the ability to effectively communicate and organize tasks, delivering with high quality, in a timely manner. 

Ideal candidates will be initiative-taking, detail-orientated, customer satisfaction driven and rely on experience and judgement to plan and accomplish goals. 

Primary Duties and 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.

Qualifications

• Associate's degree strongly preferred

• 2+ years of experience in PS printing, manufacturing or relatable business environment required

• 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 

• Strong verbal and written communication skills 

• Detail oriented and deadline focused with excellent planning and organizational skills 

• Critical thinking and problem-solving aptitude 

• Ability to work independently 

Physical Demands

• Position routinely uses standard office equipment such as computers, phones, photocopiers and filing techniques to maintain storage for all documentation needs. 

• Position is fast paced, partly a sedentary role. Individuals may need to sit or stand for extended periods of time. 

• Generous amounts of time spent on the production floor requiring safety shoes and glasses. 

Work Hours

• 8:00am – 4:30pm 

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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of 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.

Must be eligible to work in the United States without restriction. 

Salary Description
$63,000 - $70,000