Customer Care Specialist

Brook + Whittle - Sprink • Clackamas, OR

6d

About The Position

The Customer Care Specialist serves as a trusted advisor to customers across one or more brands, providing support, guidance, and product and technical expertise to help customers achieve their business objectives. Depending on business needs, the role may support assigned customer accounts or a broader shared customer base. The position builds customer relationships by coordinating onboarding, sharing product and process information, identifying needs and challenges, and developing practical solutions with internal teams. It also manages customer and project details, enters customer orders, helps resolve concerns, and communicates customer feedback to improve the customer experience, engagement, satisfaction, and retention. Coordination with a separate Order Entry team may occur based on business needs and established workflows.

The role reports to the Customer Care Lead. It requires a quiet, dedicated workspace during a regular eight-hour workday, from 8 a.m. to 5 p.m. ET. The employee regularly uses color vision, grasps and reaches, and sits for prolonged periods.

Requirements

• High school diploma or GED.
• One to three years of printing experience.
• English reading, writing, arithmetic, speaking, and comprehension skills.
• Excellent verbal and written communication, customer training, relationship-building, and consultative skills.
• Ability to develop strong product and process knowledge, anticipate customer needs, analyze issues, and coordinate practical solutions across teams.
• Computer proficiency.
• Detail-oriented, quality-driven work habits.
• Proficiency in Microsoft Office Suite.
• Ability to maintain a quiet, dedicated workspace during a regular eight-hour workday, 8 a.m. to 5 p.m. ET.

Nice To Haves

• Bachelor’s degree in business, communications, or a related field, or an equivalent combination of education and relevant experience.

Responsibilities

• Serve as a trusted customer point of contact and communicate about business objectives, projects, timelines, deliverables, product capabilities, and service-related topics.
• Support customer onboarding and training by explaining products, specifications, ordering processes, documentation requirements, and available resources.
• Enter customer orders into the ERP system and ensure accurate, timely processing; coordinate with a separate Order Entry team when needed.
• Provide purchase order acknowledgments, price confirmations, delivery dates, anticipated delays, and other information customers need for production schedules.
• Arrange samples, order outside components, and gather additional materials and costs for customer projects.
• Confirm shipped orders with customers and provide bills of lading, packing slips, and certificates of analysis after shipment.
• Maintain customer profiles, preferences, item specifications, program documentation, and account-specific information where applicable.
• Coordinate with production, warehouse, shipping, and common carrier personnel to expedite or trace customer shipments.
• Identify customer needs, risks, and challenges; recommend solutions and coordinate product returns, complaints, and concern resolution with Quality and other internal teams.
• Participate in daily production meetings and partner with Sales, Production, Quality, Warehouse, Shipping, and other internal teams to improve customer experience, engagement, outcomes, and business performance.
• Capture and communicate customer feedback, advocate for solutions and product or process enhancements, and follow through on agreed actions to support satisfaction and retention.
• Compile statistical analysis and prepare reports requested internally or by customers.
• Perform other duties as assigned by the manager and/or Sales personnel.
• Maintain a positive attitude and demonstrate leadership qualities that exemplify the Brook & Whittle model for excellent customer service.

Benefits

• 10 paid holidays
• Telemedicine
• Life insurance
• Long-term disability insurance
• Employee assistance program (EAP)
• Medical insurance
• Dental insurance
• Vision insurance
• PTO – 104 hours, prorated for the first year
• 401(k), available the first of the month after 90 days of employment, with automatic enrollment at 3%
• Short-term disability
• Voluntary life insurance
• Flexible spending account for health care and/or dependent care
• Critical illness insurance
• Hospital indemnity insurance
• Accident insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED