Customer Service Representative

4 weeks ago

Chattanooga, Tennessee, United States Brook & Whittle Full time
Job Summary

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Care Specialist. As a key member of our customer service team, you will be responsible for managing a portfolio of key customer accounts and building strong relationships through effective communication and problem-solving skills.

This is a unique opportunity for a self-motivated candidate who is eager to learn and has experience working in a customer-facing role. Ideal candidates will be proactive, detail-oriented, and adept at managing high-level customer relationships while delivering exceptional service.

Key Responsibilities
  • Manage a portfolio of key customer accounts and build strong relationships through effective communication and problem-solving skills.
  • Act as an effective liaison between customers, sales, graphics, manufacturing, vendors, and management to ensure customer expectations are clear throughout the organization.
  • Provide assistance to customers via phone, email, webinar, and occasional site visits.
  • Process orders and send acknowledgments to clients, confirming job details, pricing, and shipping dates.
  • Facilitate customer project meetings with cross-functional departments in attendance to provide a quality product that meets or exceeds customer expectations.
  • Monitor open orders and proactively communicate about anticipated delays and any additional information as needed to support the client.
  • Track shipped orders and forward copies of BOL, packing slip, and COA documentation to customers upon completion of shipment.
  • Confers with production, shipping, and warehouse to expedite or trace missing or delayed shipments.
  • Maintain information for customer profiles, item specifications, and all documents associated with account programs.
  • Receive customer complaints and coordinate product return/complaint resolution with the Quality Department.
Requirements
  • Associates degree strongly preferred.
  • 2 years of experience in printing, manufacturing, or a 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.
  • Previous experience or understanding of flexible packaging products is preferred.
Work Environment and Physical Demands

The position is fast-paced and operates in a clerical, office setting, routinely using standard office equipment such as computers, phones, photocopiers, and filing cabinets.

This is largely a sedentary role with some filing required. Individuals may need to sit or stand for extended periods of time.

Demonstrated excellence may result in hybrid work-from-home arrangements.

Benefits
  • 10 paid holidays.
  • Starting 2 weeks' vacation at an accrued rate.
  • Paid sick/personal days.
  • MDLive - Telemedicine.
  • Life insurance.
  • Long-term disability insurance.
  • Employee assistance program (EAP).
  • Dental.
  • Vision.
  • 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.

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