Client Services Specialist II

JOB SUMMARY:

The Client Services Specialist II provides essential support for American Textile Companys business channels. Responsibilities vary based on customer and service support needs. Duties include tasks such as order processing issue resolution customer maintenance and report generation. This role involves significant time spent in Excel customer databases and ATC software including Frontier Logimax SharePoint Cognos Teams and heavy email communication. The Client Services Specialist II collaborates closely with various departments to ensure smooth operations and customer satisfaction.

PRIMARY RESPONSIBILITIES:

Order Management

Processes updates and revises orders to ensure accuracy and timely fulfillment.

Identifies and resolves EDI errors with guidance from senior team members.

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 manage 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 managerial guidance as needed.

Customer Service

Resolves routine customer complaints cancellations and returns promptly.

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 Quirks.

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

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

Required Experience:

IC