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Customer Care Representative

4 months ago

Avenel, United States Vantage Apparel Full time
What sets us apart?
  • Competitive compensation plan, base salary, and annual incentive
  • Personal Development
  • Health Benefits: medical, dental, vision, short term and long- term disability and wellness programs
  • 401-k plan with company match
  • Comprehensive Paid Time Off and Holidays
  • Collaborative and Innovative work environment
  • Employee discounts and much more...
Company Overview

Vantage Apparel is the nation's top source for custom logo apparel, serving as the premier choice of renowned global brands. Established in 1977, we have consistently demonstrated B2B innovation in the promotional apparel industry and earned the prestigious designation of one of the "Best Places to Work" in our field. In 2022, our commitment to excellence in apparel decoration was underscored by securing the 26th PPAI Gold Pyramid award for embroidery, the 12th ASI Distributor Choice Award for Decorated Apparel, and the Silver Pyramid Award for embroidery and Video content. These honors affirm our persistent dedication to setting industry standards.

Role Highlights

The Customer Care Representative plays a central role in collaborating with customers and sales representatives to facilitate efficient and seamless handling of inquiries and subsequent orders. Key responsibilities include processing customer purchase orders and telephone orders, with a meticulous review of accuracy before transferring them to the order entry specialist.

Essential duties and responsibilities include the following. Other duties by be assigned.
  • Ensure customer orders surpass expectations in terms of delivery time, garment quality, and decoration standards.
  • Collaborate with national accounts to optimize customer service efficiency and foster positive client relationships.
  • Coordinate with the IT team to manage all customer-related portal upload information effectively.
  • Responsively handle inbound customer service and order status calls, demonstrating a commitment to timely and effective communication.
  • Manage the coordination of incoming customer goods with the receiving department.
  • Facilitate the return process by liaising with order entry and returns teams.
  • Review customer purchase orders before initiating order entry, ensuring accuracy and adherence to specifications.
  • Administer sales allowances and credits as needed.
  • Address basic billing inquiries, respond to proof of delivery (POD) emails, and provide support in addressing chat queries.
  • Ensure prompt responses to customer inquiries concerning Vantage's product line and services.
  • Resolve customer concerns in a timely manner, proactively taking appropriate actions and communicating resolutions via telephone or in writing.
  • Demonstrate expertise in commissions, royalties, licensing requirements, bar codes, hang tags, and other details specific to Special Markets programs.
  • Independently operate in accordance with Vantage Apparel's Standard Operating Procedures.
  • Conduct audits to identify areas for improvement in internal processes and propose viable solutions.
  • Support outside Sales Representatives within the designated territory.
  • Serve as a subject matter expert regarding Vantage's product scope and decoration methods.
  • Collaborate closely with cross-functional stakeholders to ensure the delivery of a seamless and optimal customer experience.
Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Demonstrate forward-thinking and proactivity as an integral part of the leadership team.
  • Collaborate seamlessly as a team player, engaging effectively with individuals across technical and non-technical staff at all organization levels and external stakeholders to support overarching goals and objectives.
  • Exhibit robust organizational skills and meticulous attention to details.
  • Customer-centric orientation with the flexibility to adapt and respond effectively to diverse customers.
  • Exceptional follow-up skills and a keen ability to actively listen.
  • Efficiently handle and prioritize multiple projects concurrently.
  • Exhibit outstanding written and verbal communication skills, ensuring clear and effective interaction with client and team members.
  • Demonstrate the capability to solve both simple and complex problems.
Education and/or Experience
  • High School diploma required; college degree preferred.
  • Possessing foundational knowledge in data integration theories, with a focus on their practical application within the business context of ASI/PPD.
  • Familiarity with the intricacies of the decorated apparel industry, encompassing key concepts and operation dynamics.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Computer Skills
  • Demonstrated high proficiency with Microsoft Office Suite, including word, Excel, and Outlook.
  • Familiarity with CRM systems and practices to enhance customer relationships.
  • Knowledgeable in consumer journey mapping to optimize best-in-class experiences.

Certificates, Licenses, Registrations

May be required to have a valid driver's license and meet Vantage Driver Approval requirements.

At Vantage Apparel we are committed to equal employment opportunities regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.