Customer Service Representative-Apparel Industry

Job Description

REPRESENTATIVE ACTIVITIES:  Activities and duties will vary dependent upon functional area assigned.  Activities may include, but are not limited to:

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.

• Provides telephone customer service regarding the company's services and/or products.

• Identifies customer's needs and determines appropriate action

• Promotes and sells the company's products or services.

• Investigates and resolves complaints.

• Uses a computer system to track questions and answers as well as enter and track the status of orders.

• Evaluates and resolves customer complaints professionally and tactfully.

• Negotiates customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.

• Authorizes credit memos/refunds within policy and according to established procedures.

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.

• Implement account service strategies.

• Principal liaison with marketing and sales for assigned customers.

• Implementation of marketing programs for assigned accounts.

• Support all aspects of service to the customer including, but not limited to: price quotes and quote follow-up, technical and product recommendations and sample department coordination.

• Initiate and implement initiatives which improve customer service and responsiveness.

• Coordinate with Logistics and Operations on capacity planning and scheduling.

• Champion customer needs and follow up on customer inquiries.

• Provide responsive order management support including order entry, or expediting and shipment information to customers.

• Proactively communicate supply chain issues and provide alternatives.

• Attend technical training seminars.

• Back-up team-members when workload makes this necessary.