Customer Service Representative

Position Summary:

The Customer Service Representative position is responsible for the management of all project details and providing customer support via phone, e-mail and occasional site visits. 

Essential Functions:

• Daily communication with customers regarding projects, timelines, deliverables and all other customer service-related topics. 
• Process customer orders in the ERP system and provides PO acknowledgment to customer, price confirmation, delivery date, anticipated delays and any additional information needed by the customer for their production schedules. 
• Arranges samples, orders outside components, and gathers any additional materials/costs for customer projects. 
• Confirms orders shipped with customers and provides copies of BOL, Packing slips and COA documentation to customers upon completion of shipments. 
• Maintain information for customer profiles (account preferences), item specifications and all documentation associated with account specific programs. 
• Confers with production, warehouse, shipping department, or other common carrier personnel to expedite or trace shipments for customers. 
• Receives customer complaints and coordinates product return/complaint resolution with Quality Department. 
• Participate in daily production meetings and other business activities held to improve upon customer expectations and business performance. 
• Compiles statistical analysis and prepares various reports as requested internally or by customers. 
• Performs other job duties as assigned by the Customer Service Manager and/or Sales personnel. 
• Must possess a positive attitude and provide leadership qualities that exemplifies the Brook & Whittle model for excellent customer service. 

Skills 

• Reading, writing, arithmetic, speaking and understanding English is required. 
• Excellent verbal and written communication skills. 
• Computer proficient.
• Must be detail oriented and have excellent, quality driven work habits. 
• Proficient in Microsoft Office Suite. 

Qualifications: 

• High school diploma or GED required 
• Bachelor’s Degree Strongly Preferred 
• 1-3 Years of printing experience 

Physical Requirements & Environmental Conditions

• Must have quiet/dedicated workspace during a regular 8 hour (8 am ET to 5 pm ET) work day.
• Incumbent regularly required to use color vision, grasp, reach and sit for prolonged periods of time.

Company Paid Benefits: 

• 10 paid holidays 
• Teladoc – Telemedicine* 
• Life insurance* 
• Long term disability insurance* 
• Employee assistance program (EAP)* 

Company Offered Benefits:

• Dental* 
• Vision* 
• PTO – 104 hours (pro-rated for the 1st year)
• 401(k) – first of the month after 90 days of employment – auto-enroll at 3% 
• Short term disability* 
• Voluntary life insurance* 
• Flexible spending account – health care and/or dependent care* 
• Critical illness insurance, hospital indemnity insurance and accident insurance* 

Company Subsidized Benefits:

• Medical* 

* Benefit will be available on the 1st of the month after 60 days of employment 

** Benefit will be available after 90 days of employment 

About Us: 

About Us: Brook & Whittle Ltd. is one of North America’s leading Sustainable Labeling Solutions providers, producing pressure sensitive labels, shrink sleeves and flexible packaging for many of the nation’s leading brands. The company serves multiple consumer markets, including Personal Care, Beverage, Food, Nutraceuticals, Wine & Spirits, and Household Chemicals. The company’s rapid growth can be attributed to its world-class staff of employees and its commitment to sustainability, print innovation, and the latest technological advancements. Wouldn’t it be cool to go into a store, pick up a product and say “we make that label!” 

Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high professional, ethical, and fairness standards. We have zero tolerance for anything less. We celebrate our diverse workforce and reward good performance through our recognition program, advancement opportunities, and our compensation structure. 

We believe people are our greatest asset. Thus, we highly value individuals of strong character with drive, ambition and creativity. Relationships are our cornerstone whether it be clients, vendors or co-workers. We are the best at what we do and are looking for an exceptional individual to join our growing organization. 

AAP/EEO Statement 

Brook & Whittle LTD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Brook & Whittle complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Brook & Whittle expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Brook & Whittle LTD’s employees to perform their job duties may result in discipline up to and including discharge. 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.