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American Textile Company · 2 days ago

Client Services Representative I

Duquesne, Pennsylvania, United States

Full-time

Onsite

New Grad, Entry Level

0+ years exp

American Textile Company is seeking a Client Services Representative I to support their business channels, including Direct-to-Consumer. The role involves advanced order processing, resolving complex issues, and ensuring accurate customer account maintenance to enhance service delivery and customer experience.

Manufacturing

Responsibilities

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:

CM50 Master File

CM52 Master File Ship To

OE85 – Ensures items are set up correctly to guarantee accurate product shipments, retail pricing adjustments, and shipping label information

PW78 – Ensures orders are directed to the correct ATC shipping warehouse

PR80 – Maps customer master data to the correct pricing table

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

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

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

Communicates rollout orders received to Rollout Team, NAM and organization

Attends rollout meetings and reports on orders received or shipped

Prepares detailed customer reports, including open orders and inventory updates

Reports weekly cancellations and compiles weekly open rollout updates

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

Qualification

Microsoft ExcelOrder management systemsCustomer serviceAnalytical skillsOrganizational skillsCommunication skillsAttention to detailTeam-orientedAdaptability

Required

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