[Hiring] Strategic Web Coordinator @S&S Activewear

Role Description

The Web Strategic Coordinator manages the order flow and is the primary point of contact for Primeline orders for our web strategic customers. The position interacts primarily utilizing the phone and other forms of electronic communication, building loyalty to ensure long-term client retention with existing web strategic customers within the Promotional Products Industry.

Schedule:

• Monday-Friday, Full-Time, Non-Exempt
• Remote Available (US & Canada)
• Starting rate $18.00 per hour

What You Will Do

• Focus on relationship building and ensure customer satisfaction by providing professional customer support.
• Address all customer inquiries in a timely and professional manner, including but not limited to requests for information, sales order confirmations, sales order status, expedite requests, acknowledgments, periodic reports, complaints, returns.
• Act as Voice of the Customer, by working closely with Entry, Art, Planning, Production, Procurement, Quality Control/Assurance, and Warehouse to ensure customer shipments are completed on time and customer expectations are met.
• Utilize searches and dashboards, monitor order flow for Dedicated accounts, ensuring orders are moving through the pipeline.
• Resolve order issues and offer solutions.
• Responsible for reporting, documenting, and escalating any system-related issues and functionalities. Administers issue tracking process and compiles customer feedback.
• Adhere to individual and departmental SLAs as published by the Director of Order Management.
• Answer calls presented through the decoration queues.
• Coordinate decoration orders for both apparel and hard goods orders.
• Coordinate special orders with multiple delivery addresses.
• Ensure time-sensitive orders are completed, shipped, and received by the customer.
• Ensure satisfactory resolutions to customer situations while adhering to Company policies and procedures.
• Operate within a dedicated account structure and maintain excellent relationships with a specific group of accounts.
• Adhere to individual and departmental KPIs as published by the Director of the department.
• Other duties/projects as required by department manager.

Qualifications

• Post-secondary education or equivalent industry-related experience.
• Strong English written and verbal communication skills.
• Minimum 2 years of Order Management experience/technical customer service skills.
• Strong technical skills to easily utilize multiple software programs and platforms.
• Proficient in Microsoft Office and knowledge of Decoration Services processes and proprietary decoration software.
• Ability to multi-task, prioritize within a fast-paced work environment.
• Ability to handle large volumes of work while maintaining very tight deadlines.
• Strong attention to detail and good analytical skills.
• Ability to manage time and work efficiently with minimum supervision.
• Strong interpersonal skills to work effectively with internal departments.
• Ability to work overtime when offered and some weekends.

Benefits

• Incredible team spirit – At the heart of our success is a culture that cherishes teamwork. We thrive on collaboration and value feedback and innovative thinking.
• Opportunities for professional growth – Your contributions are integral to our growth. As we expand, so do your career opportunities to develop and advance.
• Exclusive apparel discounts – As part of S&S, you'll enjoy special discounts on our trendy, high-quality apparel.
• Top-notch employee benefits – We prioritize the health and well-being of our team members with an extensive benefits package, including health, dental, and vision coverage, along with retirement planning options.
• Fun employee appreciation events – Regular events are our way of saying 'thank you' for your hard work and dedication.
• State-of-the-art equipment – We provide cutting-edge resources to make your work life safe and efficient!

Company Description

S&S Activewear welcomes people of all backgrounds and experiences and is committed to creating a diverse culture and supporting human growth. We are proud to be an equal opportunity employer and are committed to providing equal opportunity for all employees and applicants.