Brook + Whittle
Description
Brook + Whittle, one of the fastest‑growing, sustainable printing solutions companies, is seeking a full‑time Customer Support Manager. The role will ensure their assigned team of customer care specialists delivers a consistently positive customer experience. Responsibilities include overseeing a portfolio of key customer accounts, coaching team members, balancing workloads, facilitating inter‑company transfer work, and achieving key customer service performance indicators.
Primary Duties & Responsibilities
Lead a highly effective customer‑focused team by maintaining a positive, motivational attitude and fostering a learning, performance‑driven environment.
Maintain account preferences for all customer profiles assigned to the team, including item specifications and associated documents.
Assist customers and team members via phone, e‑mail, webinar and occasional site visits.
Process orders, facilitate cross‑functional department meetings, and compile job documents to support the manufacturing and pre‑manufacturing workflow.
Ensure team orders are processed with components needed to manufacture quality products that meet or exceed customer expectations.
Communicate daily regarding project timelines, open‑order status, shipped‑order details, and other customer‑service deliverables.
Monitor open orders for the team and proactively communicate anticipated delays and additional information as needed to support the customer.
Support root‑cause and corrective‑action processes, briefing the Customer Service Director as needed.
Identify and coordinate improvement opportunities for team and customers.
Monitor Service Level Agreements and support improvements to customer satisfaction levels.
Coordinate training and coach team members to ensure quality of service and improve customer satisfaction and business performance.
Escalate support needs to the Customer Service Director to maintain high‑quality service.
Assist the Customer Service Director in completing performance reviews for the team and developing performance‑improvement plans.
Oversee open customer claims within the team and ensure resolution with the Quality Department.
Present key performance indicators, corrective actions, and continuous improvement efforts of the team.
Prepare and maintain various reports as needed.
Perform all other duties as assigned.
Travel may be required.
Requirements
Associate degree preferred.
3 years of experience leading a Customer Service team in manufacturing (printing experience a plus).
Customer and outcome focused.
Team leadership and motivational skills.
Art of tact and diplomacy; patience and politeness.
Strong written and verbal communication skills.
Detail oriented and deadline‑focused with excellent planning and organizational skills.
Critical thinking and problem‑solving aptitude.
Ability to comprehend and explain technical product/service information.
English proficiency (reading, writing, speaking).
Competency in Microsoft Office Suite.
Physical Requirements & Environmental Conditions
Position routinely uses standard office equipment such as computers, phones, photocopiers and filing techniques.
Position is fast‑paced, largely a sedentary role; individuals may need to sit or stand for extended periods of time.
Work Hours 8:00 a.m. – 5:00 p.m.
Supervisory Responsibility Assigned Customer Care Representatives
Company Paid Benefits
10 paid holidays
Paid vacation
Paid sick/personal days
Telemedicine*
Life insurance*
Long‑term disability insurance*
Employee assistance program (EAP)*
Company Offered Benefits
Dental*
Vision*
401(k) – first enrollment at the month after 90 days – 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 available on the 1st of the month after 60 days of employment.
Medical benefit available after 90 days of employment.
About Us Brook & Whittle is a fast‑growing company with strong potential for career growth. We are a leading prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure‑sensitive products. We innovate with new technologies and solutions, operate advanced presses, and provide superior artwork.
Our culture is rooted in collaboration and teamwork. We hold ourselves to high professional, ethical, and fairness standards, and we celebrate a diverse workforce. Performance is rewarded through recognition programs, advancement opportunities, and competitive pay structures.
We welcome you to consider being part of this great team.
Disclaimer The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.
AAP/EEO Statement Brook & Whittle LTD 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 where 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 including discharge.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Printing Services
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Primary Duties & Responsibilities
Lead a highly effective customer‑focused team by maintaining a positive, motivational attitude and fostering a learning, performance‑driven environment.
Maintain account preferences for all customer profiles assigned to the team, including item specifications and associated documents.
Assist customers and team members via phone, e‑mail, webinar and occasional site visits.
Process orders, facilitate cross‑functional department meetings, and compile job documents to support the manufacturing and pre‑manufacturing workflow.
Ensure team orders are processed with components needed to manufacture quality products that meet or exceed customer expectations.
Communicate daily regarding project timelines, open‑order status, shipped‑order details, and other customer‑service deliverables.
Monitor open orders for the team and proactively communicate anticipated delays and additional information as needed to support the customer.
Support root‑cause and corrective‑action processes, briefing the Customer Service Director as needed.
Identify and coordinate improvement opportunities for team and customers.
Monitor Service Level Agreements and support improvements to customer satisfaction levels.
Coordinate training and coach team members to ensure quality of service and improve customer satisfaction and business performance.
Escalate support needs to the Customer Service Director to maintain high‑quality service.
Assist the Customer Service Director in completing performance reviews for the team and developing performance‑improvement plans.
Oversee open customer claims within the team and ensure resolution with the Quality Department.
Present key performance indicators, corrective actions, and continuous improvement efforts of the team.
Prepare and maintain various reports as needed.
Perform all other duties as assigned.
Travel may be required.
Requirements
Associate degree preferred.
3 years of experience leading a Customer Service team in manufacturing (printing experience a plus).
Customer and outcome focused.
Team leadership and motivational skills.
Art of tact and diplomacy; patience and politeness.
Strong written and verbal communication skills.
Detail oriented and deadline‑focused with excellent planning and organizational skills.
Critical thinking and problem‑solving aptitude.
Ability to comprehend and explain technical product/service information.
English proficiency (reading, writing, speaking).
Competency in Microsoft Office Suite.
Physical Requirements & Environmental Conditions
Position routinely uses standard office equipment such as computers, phones, photocopiers and filing techniques.
Position is fast‑paced, largely a sedentary role; individuals may need to sit or stand for extended periods of time.
Work Hours 8:00 a.m. – 5:00 p.m.
Supervisory Responsibility Assigned Customer Care Representatives
Company Paid Benefits
10 paid holidays
Paid vacation
Paid sick/personal days
Telemedicine*
Life insurance*
Long‑term disability insurance*
Employee assistance program (EAP)*
Company Offered Benefits
Dental*
Vision*
401(k) – first enrollment at the month after 90 days – 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 available on the 1st of the month after 60 days of employment.
Medical benefit available after 90 days of employment.
About Us Brook & Whittle is a fast‑growing company with strong potential for career growth. We are a leading prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure‑sensitive products. We innovate with new technologies and solutions, operate advanced presses, and provide superior artwork.
Our culture is rooted in collaboration and teamwork. We hold ourselves to high professional, ethical, and fairness standards, and we celebrate a diverse workforce. Performance is rewarded through recognition programs, advancement opportunities, and competitive pay structures.
We welcome you to consider being part of this great team.
Disclaimer The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.
AAP/EEO Statement Brook & Whittle LTD 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 where 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 including discharge.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Printing Services
#J-18808-Ljbffr