Overview
This position provides quality customer service support for select geographic territories/sales agents by assuring accurate and timely order entry, monitoring and expediting orders, resolution of art, production or quality issues in a customer-designed product environment requiring teamwork, efficiency, tactfulness, product knowledge and resourcefulness. Responds to inquiries from customers, sales agents and co-workers. Communicates with customers, sales agents sales management, brand management, manufacturing staff, credit and accounting personnel and members of the merchandising department.
About Unrivaled Teamwear
Unrivaled Teamwear serves as the parent company of Champion Teamwear, Gear for Sports, and Knights Apparel, each an industry leader in the sports and team apparel space. Our family of brands know what goes into great decorated garments, using top-quality fabrics and offering creative decoration options. Each brand offers customers a premier selection and exceptional service for all their sportswear needs, from t-shirts and caps to fleece, performance wear, and outerwear.
Job Responsibilities
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Receives and verifies accuracy and completeness of orders. Communicates with sales agents or customers regarding missing or inaccurate information, alternative product selections, or other non-standard requirements. Maintains changes on orders as necessary.
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Continuous order tracking for all assigned (major retail accounts) - monitor timeline of order placement, fulfillment, customer receipt of goods.
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Receives, reviews and processes customer bulk PO spreadsheets (minimums, org separation, etc).
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Enters invoice only’s when corrections are needed to invoices (customer under-charged, overage shipped but not billed, etc).
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Enters No Wip orders as needed by sales and/or Event 1 (hangers, etc).
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Enters MTO orders for all assigned retail accounts.
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Enters new art only and bulk orders into Oracle to initiate art process/secure inventory and capacity needs.
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Enters and maintains product reservation orders (Count Only’s). Monitors reservation orders to ensure that “real” customer Purchase order are received and decrementing the orders accordingly.
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Manages FG item set up. Maintain/communication of item and SKU information to customer and 3rd party data services (EDI catalog).
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Assists Sales with completing Product Set Up Forms
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Harvests web images from GFSI Online and label/transmit them to the retailers to launch on the websites.
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Receives EDI POs (EDI 850) and integrates them into the bulk orders. Manages EDI PO issues through an EDI management Form.
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Splits Retail POs into multiple sales orders as needed for org separation, garment availability, etc. Maintains an understanding of the retailers compliance relating to the number of times a PO can be split and communicates any exceptions/exemption requirements to the buying group.
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Receives EDI PO Changes (EDI 860) and updates orders/communicates rejections of changes as applicable.
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Manages EDI Pipeline report to ensure the orders are flowing through the system in a timely manner.
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Assists retail customers with reorder art selections for quick turn/at once order needs.
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Handles hot market/rush requests directly with customers, including art selection, inventory recommendations, order entry (essentially requires pushing orders through the ATO process, but with retail requirements).
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Works with Brand & Pricing teams when corrections/updates are needed to program codes, garment costs, decoration costs, finishing upcharges, minimums, etc.
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Assists with monitoring of retail compliance requirements to minimize chargeback violations.
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Attend weekly meetings with Manufacturing & sales to review status of existing and new orders.
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Monitor levels of inventory for fulfillment programs and provide inventory reports as requested. Monitor back orders in case of shortages or partial shipments. Ensure back-filled quantities are entered to ship when they arrive.
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Acts as an extension of the sales function by taking direct orders from customers, reviewing closeout opportunities with customers, assisting customers with garment and graphic selections and creating graphic on garment assortment pages tailored to each client.
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Receives and processes phone orders from sales agents that may be traveling.
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Resolves inventory issues when demand is over availability.
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Understands, monitors and ensures compliance to all GFS/Hanes policies, procedures and audit requirements.
- Tracks progress of orders with various internal departments. Expedites rush orders and negotiates scheduling with internal departments to ensure that customer timelines are met.
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Manages hold reports to ensure timely release of holds that are within direct area of responsibility. Follows up with various internal staff on resolution of holds relevant to other departments. Note, AC’s are responsible for date management, even on holds outside of their direct responsibility (for example, credit and inventory holds).
- Manages event report to ensure that orders flow quickly through the system and are shipped within the required time frame. Communicates status of event orders to customers and sales agents, particularly once orders have shipped.
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Manages weekly headwear report to track progress of vessel programs orders to ensure arts are completed and orders are released to the factory by stated program deadlines to meet vessel ship dates.
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Manages weekly report of orders with unscheduled lines, to determine and resolve the issue (orders might have used bypass program codes awaiting product PO’s, order could be assigned to the incorrect org, or a timing issue could have affected allocation of goods).
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Manages ad-hoc report of orders that are stuck in an entered status (typically due to an order hold preventing the booking process).
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Manages art inquiries via the art dashboard, including reviewing entries assigned to them, addressing with salesreps or customers to reach resolution and making any order/art changes as needed. Works closely with members of the art team as art-related questions/issues arise.
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Manages monthly overcommitted reports for orders with inventory deficiencies. Must work with sales and/or customers on resolutions to each (moving dates, canceling or reducing units of affected items, offering substitutions).
- Facilitates resolution of order and quality problems. Investigates order, communicates with internal departments or external vendors (such as freight carriers) and responds back to customer or sales agents regarding possible solutions.
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In conjunction with the above, works with the RMA team on subsequent requests for returns and/or allowances.
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Enters replacement orders for orders that have been returned and cannot be cleaned/salvaged. This may also require placing rushes and following rush order protocols.
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As needed, will input rework orders for refused and/or returned orders that need to be re-shipped at a later date.
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Works closely with credit team/collectors / new accounts on resolution of various credit holds, as well as changes needed to customer master file (address or name changes, setting flags for emailed documents and updates to customer email addresses).
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Maintains assigned customer/sales agent files and product/program/art files.
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Responds to general public inquiries regarding product information.
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Provides input for process improvements and support all team building initiatives.
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Participates in cross functional teams and provide customer/order management expertise.
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Manages any other administrative functions for the department as deemed necessary by management to support the department as a whole.
Minimum Qualifications
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Four years customer service and/or sales experience; Bachelor’s degree preferred.
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Must possess intermediate computer knowledge working on a PC in a professional or academic setting. Understand how to navigate Microsoft Office Suite including Word & Excel. Knowledge of Oracle preferred.
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the associate. Other duties will be assigned as needed.
EOE/AA: Minorities/Females/Veterans/Disabled
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We maintain a drug-free workplace and perform pre-employment substance abuse testing as well as participate in E-Verify.
