Client Services Representative I - Duquesne - American Textile

Description

Client Services Representative I

The Client Services Representative I plays a critical role in supporting American Textile Company's business channels, including Direct-to-Consumer (DTC), by addressing strategic customer and service needs. This position involves performing advanced order processing, analyzing and resolving complex issues, ensuring accurate customer account maintenance, and creating insightful reports to support decision-making. Proficiency in tools such as Excel, customer databases, and ATC systems (Frontier, Logimax, SharePoint, Cognos, Teams) is essential, along with strong communication and organizational skills.

This role operates with greater autonomy, identifying opportunities to streamline processes and improve service delivery. The Client Services Professional I collaborates cross-functionally with internal teams and external partners to drive operational excellence and deliver an exceptional customer experience.

Primary Responsibilities:

Order Management

Processes complex manual orders, including revisions, cancellations, and EDI issues, to ensure accuracy and timely fulfillment.

Identifies and resolves EDI errors independently and escalates systemic issues when necessary.

Maintains all screens owned by CS in AS400 with up-to-date order information:

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.

Researches and resolving chargebacks (CBs) as needed.

Utilizes customer portals as required by customers independently.

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

Ensures customer files, pricing data, and new store information remains accurate.

Collaborates with the Sales Administration on SKU and account setups.

Works with the Sales Administration to handle item rollouts based on received orders.

Coordinates with the Transportation team on POE/DI orders, ensuring appropriate container quantities are secured for retailers to adjust their orders.

Reviews the weekly container schedule provided by Transportation to ensure container receipts align with customer order dates.

Communicates order issues, including shipment delays and shortages, to the Buying Office via customer portal or email.

Provides shipment reporting to support the Sales Team and Operations as requested.

Monitors transition items and collaborates with the Forecast Team, Sales Administration, NAM, or customers to proactively prevent shortages and ensure a seamless transition.

Partners with EDI on new customers to ensure critical information is correctly mapped in the system.

Customer Service

Addresses advanced customer complaints and product inquiries independently.

Coordinates substitutions, run-out dates, and shipment improvements.

Recaps customer issues, detailing actions taken and resolutions.

Resolves consumer complaints via phone and email, documenting the process in Salesforce, and assists junior team members with escalated calls.

Addresses internal account-related questions and follows up on resolutions.

Coordinates returns and communicates cancellations or improvements to delivery dates.

Communicates daily with the DTC and Ecom teams to verify timely order shipments.

Coordinates with DTC, Ecom, Planning, and IT teams to resolve issues related to shortages, late shipments, substitutions, untracked orders, and maintains heavy communication with retailers regarding order status.

Rollout Process

Communicates rollout orders received to Rollout Team, NAM and organization.

Attends rollout meetings and reports on orders received or shipped.

Reporting

Prepares detailed customer reports, including open orders and inventory updates.

Reports weekly cancellations and compiles weekly open rollout updates.

Admin Functions

Tracks cancellations, consumer complaints, inquiries, and refunds.

Assists with communicating shipping point changes for ATC warehouses to retailers and ensure orders are being received correctly. Ensures ATC systems set up correctly to receive orders.

Maintains and updates customer-specific preferences and quirks.

Essential Qualifications:

Bachelor's degree in business or a related field is required; equivalent cumulative work experience will be considered in lieu of degree

Minimum of 0-2 years of experience in customer service, order management, or related field; prior experience in customer-facing roles, such as retail or sales, is an advantage

Advanced proficiency in Microsoft Office (Excel, Outlook), with experience in creating dashboards, analyzing data trends, and utilizing functions such as VLOOKUP and Pivot Tables

Proficiency in order management systems (e.g., AS400); familiarity with customer service platforms, ERP systems, or e-commerce platforms is a plus

Strong analytical skills, with the ability to interpret data, identify trends, and recommend process improvements

Exceptional organizational skills, with the ability to prioritize tasks, handle competing demands, and meet deadlines in a dynamic environment

Excellent written and verbal communication skills, with the ability to convey complex information to internal and external stakeholders

Attention to detail with a focus on ensuring data accuracy and maintaining records

Proven ability to work independently, take ownership of responsibilities, and contribute to cross-functional initiatives

Adaptability and a willingness to quickly learn new processes, technologies, and systems

Team-oriented, with a collaborative mindset and a strong customer service orientation

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