JOB SUMMARY:
The Client Services Specialist II provides support for American Textile Company's business channels by processing customer orders, maintaining customer information, resolving routine service issues, and supporting customer account activities. This role applies knowledge of ATC systems, customer requirements, and established procedures to ensure accurate and timely customer service.
The Client Services Specialist II collaborates with internal departments to support order fulfillment, maintain accurate customer data, and deliver effective customer service. This role continues to build expertise in customer processes, systems, and business requirements while developing the ability to resolve increasingly complex customer needs.
PRIMARY RESPONSIBILITIES:
Order Management
- Processes, updates, and revises orders to ensure accuracy and timely fulfillment.
- Identifies and resolves EDI errors with guidance from experienced team members and escalates more complex issues as needed.
- Maintains all screens owned by CS in AS400 with up-to-date order information and seeks guidance as needed:
o CM50 Master File
o CM52 Master File Ship To
o OE85 – Ensures items are set up correctly to guarantee accurate product shipments, retail pricing adjustments, and shipping label information.
o PW78 – Ensures orders are directed to the correct ATC shipping warehouse.
o PR80 – Maps customer master data to the correct pricing table.
o PR81 – Enters customer-specific pricing with effective dates.
- Tracks shipments and monitors timely deliveries.
- Assists in researching and resolving chargebacks (CBs) as needed.
- Utilizes customer portals as required by customers and seeks guidance as needed.
- Partners with the Planning Team for timely order releases to shipping.
- Communicates and escalates order issues to the NAM and Manager to prevent costly chargebacks.
- Coordinates with the NAM, Rollout Team, and other team members to address item setup issues.
- Submits pricing errors to the Ecom team, NAM, Rollout Team, or customer for confirmation and updates to prevent pricing chargebacks.
- Enters price reductions or price changes for promotions provided by the Ecom team to ensure accurate invoicing to retailers.
Customer Maintenance
- Maintains customer files, updates pricing information, and manages store setups.
- Collaborates with the Sales Administration to ensure accurate SKU updates and tracking.
- Works with the Sales Administration to support item rollouts based on received orders.
- Communicates order issues, including shipment delays and shortages, to the Buying Office via customer portal or email with assistance.
- Provides shipment reporting to support the Sales Team and Operations as requested.
- Partners with EDI on new customers to ensure critical information is correctly mapped in the system, seeking guidance as needed.
Customer Service
- Resolves routine customer complaints, cancellations, and returns promptly using established processes and guidelines
- Provides status updates on orders, shipments, and substitutions to customers.
- Assists with resolving consumer complaints via phone and email, documenting complaints and actions taken in Salesforce.
- Notifies the Manager of any customer returns requiring further review or action.
Rollout Process
- Communicates rollout orders received to Rollout Team, NAM and organization.
- Attends rollout meetings and reports on orders received or shipped.
Admin Functions
- Tracks, reports, and documents weekly cancellations, inquiries, and refunds.
- Maintains and updates customer-specific requirements and preferences.
- Processes cancellations off the dock in the system.
- Completes daily returns as reported by the GA team.
- Communicates received orders to the organization via email.
- Releases orders to the shipping team via email.
ESSENTIAL QUALIFICATIONS:
- High school diploma or equivalent is required.
- Minimum of 2 years of experience in customer service, order management, or related field.
- Proficiency in Microsoft Office (Excel, Outlook), with basic knowledge of functions like formulas and charts.
- Ability to learn and apply established customer service processes, procedures, and system requirements.
- Familiarity with AS400 or similar order management systems for order tracking and processing
- Strong organizational skills with the ability to prioritize tasks.
- Problem-solving skills, with the ability to handle routine issues and escalate more complex problems as needed.
- Good communication skills, with the ability to clearly convey information to both customers and team members.
- Experience maintaining customer files, including pricing information, SKU data, and other records, ensuring accuracy.
- Basic data entry skills, ensuring timely updates and accurate customer records in systems.
- Ability to work in a fast-paced environment.
- Exceptional verbal and written communication skills in English, with the ability to comprehend, articulate, and respond effectively to diverse client needs.
PHYSICAL DEMANDS:
- Ability to withstand prolonged periods sitting at a desk.
- Frequent use of upper extremities to perform keyboard functions and work on a computer.
- Ability to occasionally stand/walk.