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Position Summary

The primary objective of this role will be to manage the order flow and be the primary point of contact for hard goods and apparel orders for the specific web strategic customer assigned. The position interacts primarily utilizing the phone and other forms of electronic communication, building loyalty to ensure long-term client retention with existing web strategic customers within the Promotional Products Industry

Responsibilities

+ Focus on Relationship building and ensure customer satisfaction by providing professional customer support.

+ Address all customer inquiries in a timely and professional manner, including but not limited to requests for information, sales order confirmations, sales order status, expedite requests, acknowledgments, periodic reports, complaints, returns. (All customers in Territory)

+ Act as Voice of the Customer, by working closely with Entry, Art, Planning, Production, Procurement, Quality Control/Assurance, and Warehouse to ensure customer shipments are completed on time and customer expectations are met. (900-1000 customers)

+ Utilize searches and dashboards, monitor order flow for Dedicated accounts, ensuring orders are moving through the pipeline. (900-1000 customers)

+ Resolve order issues and offer solutions.

+ Responsible for reporting, documenting, and escalating any system related issues and functionalities. Administers issue tracking process and compiles customer feedback.

+ Adhere to individual and departmental SLAs as published by the Director of Order Management

+ Answer calls presented through the decoration queues

+ Coordinate decoration orders for both apparel and hard goods orders

+ Coordinate special orders with multiple delivery addresses

+ Ensure time sensitive orders are completed, shipped, and received by the customer

+ Ensure that the customer is provided the most technically accurate decoration expertise

+ Ensure satisfactory resolutions to customer situations while adhering to Company policies and procedures

+ Operate within a dedicated account structure and maintain excellent relationships with a specific group of accounts

+ Adhere to individual and departmental KPI’s as published by the Director of the department

+ Other duties/projects as required by department manager

Qualifications

Qualifications

+ Post secondary education or equivalent industry related experience

+ Strong English written (70%) and verbal (30%) communication skills

+ Minimum 2 years of ab Order Management experience/technical customer service skills

+ Strong technical skills to easily utilize multiple software programs and platforms

+ Proficient in Microsoft Office and knowledge of Decoration Services processes and proprietary decoration software

+ Ability to multi-task, prioritize within a fast-paced work environment

+ Ability to handle large volumes of work while maintaining very tight deadlines

+ Strong attention to detail and good analytical skills

+ Ability to manage time and work efficiently with minimum supervision

+ Strong interpersonal skills to work effectively with internal departments

+ Ability to work overtime when offered and some weekends

alphabroder is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

For more information about our commitment to equal employment opportunity, please review EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) EEO is the Law Poster Supplement . alphabroder participates in the E-Verify program. Please click below to learn more about the E-Verify program. E-Verify Participation Poster (English and Spanish) (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf) Right to Work Poster .