Customer Care Specialist

Description

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. This role builds strong customer relationships by coordinating onboarding, sharing relevant product and process information, proactively identifying needs and challenges, and developing practical solutions in partnership with internal teams. The Customer Success Specialist 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. The role may coordinate with a separate Order Entry team based on business needs and established workflows.

Essential Functions:

• Serves as a trusted point of contact for customers across one or more brands, whether supporting assigned accounts or a broader shared customer base, and communicates regularly about business objectives, projects, timelines, deliverables, product capabilities, and service-related topics.
• Supports customer onboarding and training by explaining products, specifications, ordering processes, documentation requirements, and available resources to promote smooth adoption and establish a strong relationship foundation.
• Enters customer orders into the ERP system and ensures accurate and timely processing. May also coordinate with a separate Order Entry team based on business needs and established workflows. Provides customers with purchase order acknowledgments, price confirmations, delivery dates, anticipated delays, and other information needed to support 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.
• Maintains customer profiles, preferences, item specifications, and related program documentation, including account-specific information when applicable.
• Confers with production, warehouse, shipping department, or other common carrier personnel to expedite or trace shipments for customers.
• Proactively identifies customer needs, risks, and challenges; applies product knowledge and problem-solving skills to recommend solutions and coordinates product returns, complaints, and concern resolution with Quality and other internal teams.
• Participates in daily production meetings and partners with Sales, Production, Quality, Warehouse, Shipping, and other internal teams to develop resources, solutions, and tools that improve customer experience, engagement, outcomes, and business performance.
• Captures and communicates customer feedback, advocates for appropriate solutions and product or process enhancements, and follows through on agreed actions to support customer satisfaction and retention.
• Compiles statistical analysis and prepares various reports as requested internally or by customers.
• Reports to the Customer Care Lead and performs other job duties as assigned by the manager and/or Sales personnel.
• Must possess a positive attitude and provide leadership qualities that exemplifies the Brook & Whittle model for excellent customer service.

Requirements

Skills

• Reading, writing, arithmetic, speaking and understanding English is required.?
• 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 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 in business, communications, or a related field preferred, or an equivalent combination of education and relevant experience.
• 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
• Telemedicine
• Life insurance
• Long term disability insurance
• Employee assistance program (EAP)

Company Offered Benefits:

• Medical
• 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

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.