Customer Care Specialist

Brook & Whittle Limited • Hamilton, OH

400d • $50,000 - $55,000

About The Position

The Customer Care Specialist at Brook + Whittle is responsible for managing key customer accounts and ensuring effective communication regarding their printed packaging needs. This role requires a proactive and detail-oriented individual who can build strong relationships with customers while delivering exceptional service. The position involves daily interactions with customers, processing orders, and coordinating with various departments to meet customer expectations.

Requirements

• Associates Degree strongly preferred.
• 2 years of experience in printing, manufacturing, 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 is required.
• Previous experience or understanding of flexible packaging products is preferred.

Nice To Haves

• Experience in a customer-focused role.
• Strong interpersonal and problem-solving skills.

Responsibilities

• Manage a portfolio of key customer accounts and build rapport through effective communication.
• Act as a liaison between customers, sales, graphics, manufacturing, vendors, and management.
• Provide assistance to customers via phone, email, webinar, and occasional site visits.
• Communicate daily with customers regarding projects, open orders, timelines, and deliverables.
• Process orders and send acknowledgments to clients, confirming job details, pricing, and shipping dates.
• Facilitate customer project meetings with cross-functional departments.
• Interact with the Art Department for customer artwork preparation.
• Arrange color samples and job documents to support manufacturing workflow.
• Monitor open orders and proactively communicate about anticipated delays.
• Track shipped orders and forward documentation to customers upon completion of shipment.
• Confer with production, shipping, and warehouse to expedite or trace missing shipments.
• Maintain information for customer profiles and account preferences.
• Receive customer complaints and coordinate product return/complaint resolution.
• Participate in training seminars and meetings to improve customer satisfaction and business performance.
• Prepare and maintain various reports as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Printing and Related Support Activities
• Education Level: Associate degree