Design Pattern Maker/Customer Service

Essity•Hickory, NC

1d•Onsite

About The Position

Performs customer service and design duties, providing customers with a single point of contact for placing orders and representing the company professionally in matters related to sales, service, and design. Transforms physicians’ prescriptions into custom-designed support garments using a computer-aided auto-CAD system and design knowledge and techniques. The role develops custom garment patterns using computer-based design systems or hand-drawn templates, audits customer orders, resolves order and design issues, and maintains patient records. It also handles customer communications and order entry, responds to questions about products and orders, coordinates shipping, and collaborates with internal teams to resolve customer concerns. The position is based in Hickory, North Carolina.

Requirements

High school diploma or equivalent.
Ability to read, write, and speak English for safe and effective job performance.
Good oral and written communication, reading comprehension, and spelling skills.
Ability to work directly with customers to prevent and resolve problems.
10-key proficiency.
Familiarity with word-processing and spreadsheet programs.
Applied math skills, including proficiency with fractions, decimals, and metric measurements.
Ability to exercise independent judgment concerning patient physiology, diagnosis, required stretch and fabric availability, and ordered support style and options.
Understanding of garment cutting, sewing, measuring, and fitting.

Nice To Haves

Associate degree preferred.
One year of experience in a customer service environment preferred.

Responsibilities

Develop custom seamed garment patterns using the GDS design system or hand-drawn template patterns.
Modify computer-generated designs using guidelines for pressure, stretch, and best-fit shape.
Manually draw patterns for low-volume or high-complexity orders, using additional calculations and design tools to achieve the best fit.
Audit customer orders using order forms and prior order history; correct issues to ensure garments are designed or modified accurately.
Work directly with customers to resolve discrepancies, missing information, and design questions; make necessary modifications and record internal errors for the appropriate department.
Review and analyze design issues and make recommendations to customers or Customer Service for verification calls.
Maintain work quality of 96% or above.
Retrieve, store, and maintain patient files according to procedures.
Interact with customers by telephone and other media, enter orders, and accurately verify product descriptions, quantities, and shipping and billing information.
Coordinate shipping methods with carriers and outside agencies, answer shipping questions, provide information, and expedite shipments when needed.
Create a pleasant and professional environment for positive interactions with internal and external customers.
Respond promptly and accurately to inquiries about product availability, prices, delivery times, and order status, including after-sales inquiries.
Communicate with production, warehouse, transport, and distribution staff to confirm order status and resolve customer complaints.
Perform standard calculations to compile and report statistics as needed.
Enter data into databases or other computerized systems to maintain customer records, track orders, deliveries, or activities, and generate sales reports and statistics.
Draft sales documentation, proposals, reports, and correspondence, such as sales contracts and maintenance agreements, when required.
Perform other duties as assigned.