Account Support Specialist

Brook & Whittle•Guilford, CT

1d•$63,000 - $70,000

About The Position

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.

Requirements

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
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
Detail oriented and deadline focused with excellent planning and organizational skills
Critical thinking and problem-solving aptitude
Ability to work independently

Nice To Haves

Previous experience or understanding of flexible packaging products is preferred.

Responsibilities

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.