Responsible for first class customer service to an established dealer base, as well as consumers and sales/marketing teams. Will assist with choices and options of product, inventory status, and follow up, as well as providing support to our Regional Sales Managers and Warehouse.
Essential Duties and Responsibilities:
Answer incoming phone calls and assist customer with orders utilizing good customer service techniques to build and maintain quality relationship with customers.
Maintain current knowledge of company products and services. Keep up-to-date on current prices, discounts, shipping requirements, and vendor compliance for each customer/vendor.
Respond to customer inquiries and complaints in a diplomatic manner within authorized company parameters. Escalate difficult calls as needed.
Communicate with Warehouse any special instructions required in processing of customer orders.
Anticipate issues and resolve with a proactive approach. Communicate with customers and Regional Sales Managers in a timely manner if we are unable to meet customer guidelines for fulfillment dates and shipping timeframes.
Enter and keep track of customers’ monthly or quarterly projections, future orders, and at-once orders.
Manage and process customer backorders/out-of-stock items in a timely manner.
Work collaboratively with peers to promote a positive team environment, resolve issues, and maintain good working relationships.
Import and process EDI documents such as POs, Invoices, Advance Ship Notice, Order Status Reports, Routing Requests, Inventory Advice, and PO Acknowledgements.
Handle multi-line phone routing.
Provide reception desk relief as needed.
Perform any other duties or projects as assigned.
Education and/or Experience:
High school diploma plus two years of prior customer service experience required; or equivalent combination of education and experience. Apparel industry experience preferred.
Knowledge of Microsoft Office (Word, Excel, and Outlook), Internet, MAS/Sage system (preferred), multi-line phone system. Type 50 WPM.
Excellent phone etiquette and customer service skills.
Strong organization skills with time management and high attention to detail.
Ability to work in a fast-paced team environment with multitasking and flexibility to adjust to needs of department and company.
Dependable with good attendance.
Excellent oral and written communication skills.
Ability to read and comprehend instructions, correspondence, and memos. Ability to write business/executive correspondence. Ability to effectively present information in one-on-one and small group situations.
Ability to calculate figures, percentages and totals.
Ability to apply common sense understanding to carry out detailed written or verbal instructions. Ability to deal with problems involving several dependencies and variables.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, and occasionally lift objects of up to 10 lbs; use hands to handle or feel objects, tools, or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, the ability to adjust focus; and the ability to utilize computers and focus on computer monitors for extended periods of time.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the business work environment is fair to moderate. The facility is a non-smoking environment.