Customer Care Specialist - Creative Labels of Vermont

Brook & Whittle•Winooski, VT

32d•Hybrid

About The Position

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.

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 printing, manufacturing 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

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.