Customer Service Representative II

Description

What sets us apart?

• Competitive compensation plan, base salary, and annual incentive
• Health Benefits: medical, dental, vision, short term and long- term disability and wellness programs
• 401-k plan with company match
• Comprehensive Paid Time Off and Holidays
• Collaborative and Innovative work environment

COMPANY OVERVIEW 

Vantage Apparel is the nation’s top source for custom logo apparel, serving as the premier choice of renowned global brands. Established in 1977, we have consistently demonstrated B2B innovation in the promotional apparel industry and earned the prestigious designation of one of the “Best Places to Work” in our field. In 2024, our commitment to excellence in apparel decoration was underscored by consecutive securing the 28th PPAI Gold Pyramid award for embroidery, consistently recognized in ASI Counselor® Magazine’s Top 40 company, and the PPAI Gold Pyramid for Marketing content. These honors affirm our persistent dedication to setting industry standards. 

ROLE HIGHLIGHTS

The Customer Service Representative II (CSR II) plays a key role in collaborating with customers and Sales Representatives to manage inquiries and orders efficiently and professionally. Building on the CSR I role, the CSR II oversees order processing with strategic insight, including reviewing orders for completeness, ensuring timely and accurate entry, and proactively addressing potential issues to enhance the customer experience. This position requires comprehensive knowledge of the company’s products and services and involves guiding and supporting both customers and team members to ensure precision and care in all transactions.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Execute all essential functions and responsibilities of the Customer Service Representative I role as part of the expanded position.
• Conduct detailed reviews of orders before they enter production via Impress to ensure accuracy.
• Manage the receipt of customer goods with the receiving department and handle order uploads and maintenance in VAT.
• Regularly monitor the status board to ensure on-time shipping and resolve any delays.
• Address inbound customer service and order status inquiries promptly, providing accurate information.
• Collaborate with major accounts to deliver efficient and effective customer service.
• Partner with cross-functional stakeholders to ensure a high-quality customer experience.
• Coordinate return and repair processes with customers and the factory.
• Resolve customer concerns in a timely manner and communicate resolutions clearly by phone or in writing.
• Work independently while adhering to Vantage Apparel’s Standard Operating Procedures (SOPs) and company policies.
• Coordinate with the Webstore team to facilitate the onboarding of new upload programs.
• Process credit requests by reviewing documentation and obtaining necessary approvals.
• Follow SOP guidelines to review and approve all proofs before proceeding.
• Conduct thorough order reviews according to SOP and address any discrepancies.
• Complete additional responsibilities and tasks as assigned by the Customer Service Leadership Team.

Requirements

Ideal Candidate Profile 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Demonstrate forward-thinking and proactivity as a leader, with strong organizational skills, meticulous attention to details, and respectful coaching demeanor.
• Exhibit strong organizational skills and attention to detail.
• Bring proven customer support experience, with strong follow-up skills and active listening.
• Manage time effectively and prioritize tasks well.
• Efficiently handle and prioritize multiple projects concurrently, demonstrating the ability to solve both simple and complex problems.
• Exhibit outstanding written and verbal communication skills, ensuring clear and effective interaction with clients and team members.

EDUCATION AND/OR EXPERIENCE COMPUTER SKILLS

• High school diploma, with a college degree preferred.
• Have knowledge of consumer journey mapping to ensure best-in-class experiences.

COMPUTER SKILLS   

Demonstrated high proficiency with Microsoft Office Suite, including word, Excel, Outlook and PowerPoint. 

At Vantage Apparel we are committed to equal employment opportunities regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.