Sales Customer Service Representative

About the position

The ideal candidate will be responsible for managing sales orders, ensuring accuracy, and providing exceptional support to our sales representatives and customers. This role requires strong organizational skills, attention to detail, and the ability to handle multiple tasks efficiently.

Responsibilities

• Review all incoming sales orders to ensure rules of engagement, pricing programs, and license rules and requirements are followed and correct or work with the appropriate team member to correct any issues.
• Review and maintain sales orders, including edits requested by sales representatives and customers so orders can be correctly entering into system.
• Accurately enter retail ticketing information and UPCs into the system.
• Follow up on purchase order numbers and confirm final sizes to ensure order accuracy.
• Follow up with sales representatives regarding missing or incorrect information on a per-order basis.
• Handle all retailer bulk and call-off orders, ensuring timely and accurate processing.
• Assist customers and sales reps with their orders via email and over the phone, providing status updates, checking inventory, offering substitutions for items we do not have, assisting customers with questions on product line, offering customers/reps solutions to any problems they may have, and diffusing angry and frustrated customers by being friendly and professional.
• Provide prompt and professional responses to customer inquiries via phone, email, and chat.
• Address customer concerns and resolve issues effectively, ensuring customer satisfaction.
• Maintain accurate and up-to-date records of customer interactions and order information.
• Ensure data integrity and accuracy in all systems.
• Enter employee orders.
• Work closely with sales representatives and other departments to ensure smooth order processing and customer satisfaction.
• Communicate effectively with team members to resolve issues and share information.
• Retrieve and organize Assortments posted in SPL by Director of E-Commerce.
• Validate license restrictions for each league and customer.
• Generate Inventory feed for each customer when we receive their SKUs.
• Maintain pricing files for E-Commerce customers when needed.
• Remove discontinued styles/logos from Inventory files.
• Deactivate temporary out of stock Heat Seals that can’t be converted to embroidery.
• Review fulfillment stage table for orders with errors or out of stock and communicate any cancellations to the customers via e-mail or by logging in to their 3rd party portals.
• Update SPL planner/tracker with statuses for each project.
• Assist with loading inventory into AX for new items for DTC.
• Assist with setting up new E-Commerce customers.

Requirements

• Proven experience in customer service or a related field.
• Strong attention to detail and accuracy.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in data entry and computer skills (Microsoft Office Suite, CRM systems preferred).
• Ability to work independently and as part of a team.