Job Description

Job Location: ARCH - Williamsport, PA 17701
Position Type: 5 ADMIN SUPPORT WORKERSEducation
Level: High School or GED
Travel Percentage: NegligibleReporting to the Manager McNaughton Subscription Services, this role serves as the primary point of contact between Brodart and assigned customers and is responsible for full life-cycle of a McNaughton customer and day-to-day service activities. The intent of this position is to deliver exceptional customer experience. Regular informal and formal phone or web-based meetings are central to the success of this position. Partnering with Sales, Product owners to build a multi-level relationship is critical.
- Completes the full customer life-cycle for subscription services, including onboarding, adoption, engagement and renewal.
- Completes customer service activities – processes credits, returns, no charge replacements, order fulfillment, account setup, facilitating deadlines, etc.
- Upsell and cross-sells in alignment with customer needs.
- Develops and maintains profitable and successful relationships.
- Formal and informal communications, evaluating client expectations and Brodart’s ability to meet those expectations, and forming strong interactions with all levels within the Brodart/customer organization.
- Presents reports during customer meetings.
- Gathers information on the nature, complexity, and urgency of customer concerns and accurately records in customer contact software.
- Manages individual contracts and subscription renewals for specified customers.
- Make recommendations for plan upgrades.
- Monitors plan usage and trains customer on how best to utilize their subscription.
- Takes ownership of customer issues ensuring problems are promptly and professionally resolved.
- Maintains an in-depth understanding of Brodart's technical products, support protocols, customer contact applications, and departmental procedures, as well as knowledge of the company's other products and applications used by customers.
- Supports other functions and duties within the Customer Service group when necessary.

Qualifications
- High School diploma and/or GED equivalent.
- Associates degree in a business or computer related discipline a plus.
- Background in Customer Service required.
- Ability to multi-task and work well in a fast-paced, ever-changing environment.
- Team and detail-oriented person with the ability to work in an integrated organization.
- 1-year experience with MS Excel and Word.
-  Oracle and/or Salesforce training preferred.
-  Analytical skills.
- Problem-solving skills.
- Attention to detail.
- Good organizational skills.
- Be innovative.
- Responsible individual with a strong work ethic that can work independently with minimal supervision.
- Ability to interact with people internally and externally at all levels.
- Excellent verbal and written communication skills.
EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABLED
Brodart Co. is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.