Client Services Specialist II

The Client Services Specialist II provides essential support for American Textile Company’s business channels. Responsibilities vary based on customer and service support needs. Duties include order processing, issue resolution, customer maintenance, and report generation. This role involves significant time spent in Excel, customer databases, and ATC software, including Frontier, Logimax, SharePoint, Cognos, Teams, and heavy email communication. The Client Services Specialist II collaborates closely with various departments to ensure smooth operations and customer satisfaction.

• Order Management
  • Processes, updates, and revises orders to ensure accuracy and timely fulfillment.
  • Identifies and resolves EDI errors with guidance from senior team members.
  • Maintains all screens owned by CS in AS400 with up-to-date order information and seeks guidance as needed:
    • 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.
  • Assists in researching and resolving chargebacks (CBs) as needed.
  • Utilizes customer portals as required by customers and seeks guidance as needed.
  • 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
  • Maintains customer files, updates pricing information, and manages store setups.
  • Collaborates with the Sales Administration to ensure accurate SKU updates and tracking.
  • Works with the Sales Administration to manage item rollouts based on received orders.
  • Communicates order issues, including shipment delays and shortages, to the Buying Office via customer portal or email with assistance.
  • Provides shipment reporting to support the Sales Team and Operations as requested.
  • Partners with EDI on new customers to ensure critical information is correctly mapped in the system, seeking managerial guidance as needed.
• Customer Service
  • Resolves routine customer complaints, cancellations, and returns promptly.
  • Provides status updates on orders, shipments, and substitutions to customers.
  • Assists with resolving consumer complaints via phone and email, documenting complaints and actions taken in Salesforce.
  • Notifies the Manager of any customer returns requiring further review or action.
• Rollout Process
  • Communicates rollout orders received to Rollout Team, NAM and organization.
  • Attends rollout meetings and reports on orders received or shipped.
• Admin Functions
  • Tracks, reports, and documents weekly cancellations, inquiries, and refunds.
  • Maintains and updates Customer Quirks.
  • Processes cancellations off the dock in the system.
  • Completes daily returns as reported by the GA team.
  • Communicates received orders to the organization via email.
  • Releases orders to the shipping team via email.

• High school diploma or equivalent is required
• Minimum of 2 years of experience in customer service, order management, or related field
• Proficiency in Microsoft Office (Excel, Outlook), with basic knowledge of functions like formulas and charts
• Familiarity with AS400 or similar order management systems for order tracking and processing
• Strong organizational skills with the ability to prioritize tasks
• Problem-solving skills, with the ability to handle routine issues and escalate more complex problems as needed
• Good communication skills, with the ability to clearly convey information to both customers and team members
• Experience maintaining customer files, including pricing information, SKU data, and other records, ensuring accuracy
• Basic data entry skills, ensuring timely updates and accurate customer records in systems
• Ability to work in a fast-paced environment
• Exceptional verbal and written communication skills in English, with the ability to comprehend, articulate, and respond effectively to diverse client needs

• Ability to withstand prolonged periods sitting at a desk
• Frequent use of upper extremities to perform keyboard functions and work on a computer
• Ability to occasionally stand/walk

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