Client Services Representative

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.

• 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: CM50 Master File, CM52 Master File Ship To, OE85 (items setup for accurate shipments, pricing adjustments, and shipping label information), PW78 (direct orders to the correct ATC shipping warehouse), PR80 (maps customer master data to pricing table), PR81 (enters customer-specific pricing with effective dates).
  • Tracks shipments and monitors timely deliveries.
  • Researches and resolves chargebacks 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…