Customer Care Rep-Special Markets

Description

What sets us apart?

• Competitive compensation plan, base salary, and annual incentive
• Health Benefits: medical, dental, vision, short term and long- term disability and wellness programs
• 401-k plan with company match
• Comprehensive Paid Time Off and Holidays
• Continuing Education Reimbursement
• Collaborative and Innovative work environment

Company Overview

Vantage Apparel is the nation’s top source for custom logo apparel, serving as the premier choice of renowned global brands. Established in 1977, we have consistently demonstrated B2B innovation in the promotional apparel industry and earned the prestigious designation of one of the “Best Places to Work” in our field. In 2024, our commitment to excellence in apparel decoration was underscored by securing the 26th PPAI Gold Pyramid award for embroidery, the 12th ASI Distributor Choice Award for Decorated Apparel, and the Silver Pyramid Award for embroidery and Video content. These honors affirm our persistent dedication to setting industry standards.

ROLE HIGHLIGHTS

The primary responsibility of the Customer Care Representative – Special Markets is to provide dedicated support to both customers and sales representatives, ensuring the efficient and accurate handling of inquiries and orders. This role plays a key part in supporting the sales team across a variety of unique markets, including Golf, Resorts & Casinos, Minor League Baseball, Retail, Military, and College. The representative is responsible for accurately processing customer purchase orders and telephone orders, and for managing these orders throughout the entire order lifecycle to ensure a smooth and satisfactory customer experience.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Maintain up-to-date knowledge of commissions, royalties, licensing requirements, bar codes, hang tags, UPC creation and management, and other elements unique to Special Markets programs.
• Partner with internal teams to identify appropriate licensing agencies and ensure compliance with selling and distribution requirements across retail channels.
• Collaborate with Special Markets accounts and sales representatives to deliver timely, efficient, and professional customer service experiences.
• Respond to inbound customer inquiries and order status requests, providing accurate information and proactive support throughout the order lifecycle.
• Work closely with the Webstore team onboard and manage new upload programs, ensuring seamless integration into the Special Markets pipeline.
• Set up new customer accounts with complete and accurate information to support efficient order processing and communication.
• Create and request logo mockups with various colorways for customer review and approval.
• Act as a subject matter expert on Vantage products and decoration methods, offering informed guidance to customers and internal teams.
• Process and manage sales allowances, including documentation and accurate application to customer accounts.
• Oversee the full order lifecycle for Special Markets accounts, from entry to delivery, ensuring accuracy, compliance, and customer satisfaction.
• Contribute to continuous improvement initiatives by sharing feedback and suggesting enhancements to workflows, processes, and customer engagement.

Requirements

Ideal Candidate Profile

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• The ability to collaborate as a team player and interact successfully with people at all levels within and outside of the organization in support of larger goals and objectives.
• Demonstrate forward-thinking and proactivity as a leader, with strong organizational skills, meticulous attention to details, and respectful coaching demeanor.
• Ability to manage and prioritize multiple projects in a fast-paced environment. 
• Bring proven customer support experience, with strong follow-up skills and active listening.
• Solid troubleshooting skills and a hands-on approach to problem solving.
• Excellent communication and teamwork skills.
• Committed to continuous improvement and maintaining high standards of service.

EDUCATION AND/OR EXPERIENCE COMPUTER SKILLS

• High school diploma, with a college degree preferred.
• Have knowledge of consumer journey mapping to ensure best-in-class experiences

COMPUTER SKILLS

Demonstrated high proficiency with Microsoft Office Suite, including word, Excel, Outlook and PowerPoint

At Vantage Apparel we are committed to equal employment opportunities regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.