Account Manager/New Customer Coordinator at Brook & Whittle

Description

Monday-Friday (8a-5p)

The Account Manager/New Customer Coordinator (NCC) is responsible for managing assigned customer accounts while ensuring a seamless and successful onboarding experience for new customers. The dual-function role combines account management responsibilities with a dedicated focus on onboarding and first-order execution. This role acts as the primay point of contact during the initial account setup and first order process working closely with the Sales Representatives (SRs) and customers to endure all requirements are met and quality standards are upheld. The New Customer Coordinator plays a critical role in creating a positive first impression and building the foundation for long-term relationships. By ensuring all onboarding steps are completed accurately and efficiently, then NCC helps drive customer satisfaction and sets the stage for future business growth. 

Essential Functions: 

• Initiate welcome calls and emails to new customers, introducing the onboarding process to include guiding the customer through the initial stages after a sale is made, ensuring they are ready to place and receive their first order.  
• Serve as the main point of contact for the onboarding process after an order commitment is confirmed through the SR.  
• QC account set-up forms facilitated by SR  
• Facilitate the account setup process using account set-up forms provided by the Sales Rep.
• Monitoring the first order from entry through production to shipping.
• Performing in-process quality checks to catch any potential issues early.
• Conducting a final quality check before the product leaves our facility. This requires building a process with Production 
• Initiating a phone call with email follow-up within 24hours after the first order is delivered or 7 days after shipping (to ensure time for labels to arrive and be unpacked) 
• Confirm receipt and satisfaction with the order.
• Addressing any immediate feedback or concerns and escalate to insure immediate resolution.  

Skills:

• Excellent written and verbal communications skills.
• Strong organizational and communication skills.
• Attention to detail and commitment to quality.
• Ability to manage multiple onboarding processes simultaneously.
• Customer service orientation and problem-solving mindset.
• Experience in order processing, account management, or customer onboarding preferred.

Requirements

  Qualifications:

• College degree or equivalent relevant customer service experience; preferably onboarding new commercial customers
• A thorough knowledge of the printing industry strongly preferred including competitive practices 
• A minimum of three years customer service experience 
• Proficiency in Microsoft Word, Excel, and Outlook.   

Company Paid Benefits:

• 10 paid holidays
• PTO after 90 days
• Paid sick/personal days
• MDLive – Telemedicine*
• Life insurance*
• Long term disability insurance*
• Employee assistance program (EAP)*

• Company Offered Benefits:
• 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*

Company Subsidized Benefits: 

• Medical*
• Benefit will be available on the 1st of the month after 60 days of employment*

About Us

Brook + Whittle is a leading North American manufacturer of premium prime label solutions with highly differentiated capabilities, entrusted by some of the most well-known brands. The company provides pressure-sensitive labels, shrink sleeves and flexible packaging, with a focus on sustainable solutions, complex decoration, and digital printing. With a heritage rooted in product development and comprehensive in-house manufacturing, the company draws on its wide variety of specialized printing expertise, including flexographic, rotogravure, and digital. Brook + Whittle operates nine production facilities across the US. To learn more about Brook + Whittle, visit www.brookandwhittle.com

Our Culture

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, that’s why we value individuals of strong character with drive, ambition, and creativity. We pride ourselves on long-lasting relationships with clients, vendors, and co-workers. We are the best at what we do and are looking for exceptional individuals to join our growing organization.

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 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.