Customer Care Specialist

Brook & Whittle Limited•Maryland Heights, MO

2d•$50,000 - $59,000•Hybrid

About The Position

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.

Requirements

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.

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.