Brook + Whittle

Customer Support

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