Customer Service Representative

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.

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.

About the role

We are currently seeking team-oriented and energetic customer service professionals. The Customer Success Representative coordinates all activities of the company in dealings with customers including quotes, processing orders, expediting orders, problem resolution, and communicating the requirements of our customers to all departments as needed. Our Customer Success Representatives focus on providing a positive experience to all customers. Candidates who apply must have the ability to excel in a fast-paced environment with a high volume of customer contact via phone, email and chat.

Responsibilities

• Receive customer calls and emails and develop plans to resolve issues
• Answer questions about Stouse products
• Advise customers on the best product to meet the needs of the project
• Suggest additional products to customers
• Provide or request product quotes
• Handle multiple responsibilities at one time
• Take initiative and resolve escalations or complaints
• Maintain a positive representation of the company at all times

Qualifications

• Post high school education preferred
• Prior inside sales/customer service experience preferred
• Proficiency with Windows PC applications
• Ability to adapt quickly to changing priorities and customer needs
• Analytical and process-oriented mindset
• Strong math skills and excellent written communication
• Team player, self-starter, and multitasker with strong time management skills

Skills

• Customer focused
• Strong written and verbal communication skills
• Detail oriented
• Excellent planning/organizational skills
• Critical thinking and problem-solving aptitude
• Ability to comprehend and explain technical product / service information

Work environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Schedule

8:30AM – 5:00PM

Physical demands

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Individuals may need to sit or stand for extended periods of time.