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Client Relations Specialist

2 months ago

Albany, New York, United States Brook & Whittle Full time

Shift: Monday-Friday (9AM-5PM)

The Customer Service Representative is dedicated to fostering connections with both existing and prospective clients to assist them with their custom label requirements. Acting as a bridge between clients and production, the Customer Service department guarantees that expectations and deadlines are clearly understood and communicated.

Key Responsibilities

  • Assist clients via phone, email, and live chat interactions
  • Develop and maintain client relationships with an emphasis on retention
  • Calculate product pricing and provide quotes tailored to client specifications
  • Accurately enter orders into various systems
  • Transform lead opportunities into new clients and orders
  • Manage client expectations and understanding
  • Serve as a product expert and offer solutions to client challenges
  • Support clients during new product introductions
  • Collaborate with multiple departments to ensure client satisfaction
  • Act as a liaison between clients and production and graphics as necessary
  • Perform any additional duties as assigned by the supervisor
  • Complete other tasks as required

Qualifications

  • A minimum of a High School diploma or equivalent is required.
  • Preferred: One or more years of relevant experience in customer service or a comparable combination of education and experience.
  • This role necessitates general computer proficiency and excellent written and verbal communication skills. Previous customer service experience and technical printing knowledge are advantageous.
  • Ability to read and comprehend simple instructions.
  • Ability to apply common sense understanding to execute detailed but straightforward written or oral instructions.
  • Ability to address problems involving concrete variables in sometimes complex situations.
  • Comfortable with technology and computer-savvy.
  • A charismatic communicator, both in-person and over the phone.
  • Exceptional attention to detail.
  • Capable of managing conflict and client expectations.
  • Desire to thrive in a fast-paced environment.
  • Skilled in multitasking.
  • Strong proofreading and grammar capabilities.
  • Reliable with a strong work ethic.

Physical Requirements & Environmental Conditions

  • Typically, the environment is a general office setting, though the incumbent may occasionally spend brief periods in manufacturing environments with exposure to dust, dirt, high noise levels, and temperature variations. The incumbent is constantly required to hear, speak, articulate, and use manual dexterity.
  • The incumbent regularly needs to use color vision, grasp, reach, and sit for extended periods.

About Brook + Whittle

Brook + Whittle is a prominent North American manufacturer of premium label solutions with highly differentiated capabilities, trusted by some of the most recognized brands. The company specializes in pressure-sensitive labels, shrink sleeves, and flexible packaging, with a focus on sustainable solutions, intricate decoration, and digital printing. With a foundation rooted in product development and comprehensive in-house manufacturing, the company leverages its extensive specialized printing expertise, including flexographic, rotogravure, and digital printing. Brook + Whittle operates multiple production facilities across the United States.

Our Culture

Our culture is fundamentally one of collaboration and teamwork. We uphold high professional, ethical, and fairness standards. We have zero tolerance for anything less. We celebrate our diverse workforce and reward strong performance through our recognition program, advancement opportunities, and compensation structure. We believe that people are our greatest asset, which is why we value individuals of strong character with drive, ambition, and creativity. We take pride in our long-lasting relationships with clients, vendors, and colleagues.

AAP/EEO Statement

Brook + Whittle 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 operates. 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's employees to perform their job duties may result in discipline up to and including discharge.