Web Strategic Coordinator; PRIMELINE Remote

Overview

"JOIN US AND  CREATE YOUR VISION "

Prime Line, the hard goods division of S&S, brings promotional product distributors top products in the best-selling categories. S&S Activewear is a leading North American, tech enabled specialty distributor of imprintable apparel, including t shirts, fleece, athletic wear, headwear, workwear, scrubs and accessories. We pride ourselves on being the “critical link” that enables our 100+ brand partners such as Adidas, Columbia and Gildan to reach our customers, comprised of apparel decorators, eRetailers and promotional products distributors that embellish apparel items for diverse end use cases (e.g., everyday wear, concerts, fitness attire, life events, team sports, etc.).

Our success has grown since 1988, evolving into a multibillion dollar value-added distribution platform focused on market penetration for our suppliers and growth for our customers across channels and sizes. We strive to be the apparel distributor of choice by inspiring and fostering growth for customers, employees and suppliers, anchored in our values:
Lead with Respect, Never Settle, Own the Outcome, Win Together, and the belief that Innovation Powers Our Hustle. These values guide how we serve, how we collaborate and how we continually improve, ensuring we deliver service, deep relationships, innovation, continuous improvement, and accountability.

The primary objective of this role will be to manage the order flow and be the primary point of contact for Prime Line orders from our Web strategic customers. The position interacts primarily via phone and other electronic communication, building loyalty to ensure long-term client retention within the Promotional Products Industry.

Monday-Friday, Full-Time, Non-Exempt

Remote Available

Starting rate $19.00 per hour

We offer a comprehensive benefits package designed to support your life, health, and future. Benefits begin 0–90 days after hire and include Vacation, Personal, and Sick time;
Medical, Dental, Vision, Life Insurance, and Disability coverage;
Flexible Spending Accounts; and a 401(k) plan. You’ll also enjoy discounts on brand-name apparel, employee events, and opportunities for growth and advancement. Join a company that invests in you from day one.

• Focus on relationship building and ensure customer satisfaction by providing professional customer support.
• Address all customer inquiries in a timely and professional manner, including information requests, sales order confirmations, sales order status, expedite requests, acknowledgments, periodic reports, complaints, returns (All customers in Territory).
• Act as Voice of the Customer by collaborating with Entry, Art, Planning, Production, Procurement, Quality Control/Assurance, and Warehouse to ensure on-time shipments and met expectations.
• Utilize searches and dashboards to monitor order flow for dedicated accounts.
• Resolve order issues and offer solutions.
• Report, document, and escalate any system-related issues; administer issue tracking and compile 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 apparel and hard goods orders.
• Coordinate special orders with multiple delivery addresses.
• Ensure time-sensitive orders are completed, shipped, and received by the customer.
• Maintain 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 KPI’s as published by the department Director.
• Other duties/projects as required by the department manager.

• 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 utilize multiple software programs and platforms.
• Proficient in Microsoft Office and…