Job Description

The Customer Service Representative is passionate about building relationships with current and potential customers to help them with custom label needs. As an interface between customers and production, the Customer Service department ensures that expectations and due dates are understood and communicated clearly. If you are a person with a passion to build relationships and help customers then this position is for you!

Primary Duties & Responsibilities

• Support customers through phone, email, and live chat conversations
• Cultivate customer relationships with a focus on retention
• Calculate product pricing and quote customers to their specifications
• Enter orders into multiple systems with accuracy
• Convert lead opportunities into new customers and orders
• Manage customer expectations and understanding
• Act as a product expert and propose solutions to customer problems
• Support customers throughout new product launches
• Work with multiple departments to ensure customer satisfaction
• Liaison between customers and production and graphics as needed
• Any other duties needed by the supervisor

• The minimum education required for this position is a High School diploma or equivalent
• One or more years of related experience in customer service or an equivalent combination of education and experience is preferred
• This position requires general computer skills and excellent written and verbal communication skills. Prior customer service experience and technical printing knowledge helpful
• Ability to read and comprehend simple instructions
• Ability to apply common sense understanding to carry out detailed but uninvolved written, or oral instructions
• Ability to deal with problems involving concrete variables in sometimes complex situations
• Computer savvy and comfortable with technology
• A charismatic and dynamic in-person and phone communicator
• Exceptional attention to detail
• Ability to handle conflict and manage customer expectations
• Desire to work in a fast-paced environment
• Skilled at juggling multiple tasks at a time
• Strong proofreading and grammar skills
• Reliable with a strong work ethic

Physical Requirements & Environmental Conditions

• Environment is typically general office, though the incumbent may spend short periods in the manufacturing environments with exposure including but not limited to dust, dirt, high noise levels and variations in temperature. Incumbent constantly required to hear, speak, articulate and use manual dexterity
• Incumbent regularly required to use color vision, grasp, reach and sit for prolonged periods of time

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

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.

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