Hanes Brands Account Services Admin (Customer Service) - 18146-0721-25913 in Manhattan, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/ada/r/jobs/11568893 Overview
Provides quality customer service support for select geographic territories/sales agents by assuring accurate and timely order entry, monitoring and expediting orders, resolution of art, production or quality issues in a customer-designed product environment requiring teamwork, efficiency, tactfulness, product knowledge and resourcefulness. Responds to inquiries from customers, sales agents and co-workers. Communicates with customers, sales agents, sales management, brand management, manufacturing staff, credit and accounting personnel and members of the merchandising department.
+ Receives and verifies accuracy and completeness of orders. Communicates with sales agents or customers regarding missing or inaccurate information, alternative product selections, or other non-standard requirements. Maintains changes on orders as necessary.
+ Continuous order tracking for all assigned (major retail accounts) - monitor timeline of order placement, fulfillment, customer receipt of goods.
+ Receives, reviews and processes customer bulk PO spreadsheets (minimums, org separation, etc).
+ Enters new art only and bulk orders into Oracle to initiate art process/secure inventory and capacity needs.
+ Enters and maintains product reservation orders (Count Only's). Monitors reservation orders to ensure that "real" customer Purchase order are received and decrementing the orders accordingly.
+ Manages FG item set up. Maintain/communication of item and SKU information to customer and 3rd party data services (EDI catalog).
+ Assist Sales with completing Product Set Up Forms
+ Harvests web images from GFSI Online and label/transmit them to the retailers to launch on the websites.
+ Receives EDI POs (EDI 850) and integrates them into the bulk orders. Manages EDI PO issues through an EDI management Form.
+ Splits Retail POs into multiple sales orders as needed for org separation, garment availability, etc. Maintains an understanding of the retailers compliance relating to the number of times a PO can be split and communicates any exceptions/exemption requirements to the buying group.
+ Receives EDI PO Changes (EDI 860) and updates orders/communicates rejections of changes as applicable.
+ Manages EDI Pipeline report to ensure the orders are flowing through the system in a timely manner.
+ Assists retail customers with reorder art selections for quick turn/at once order needs.
+ Handles hot market/rush requests directly with customers, including art selection, inventory recommendations, order entry (essentially requires pushing orders through the ATO process, but with retail requirements).
+ Assists with monitoring of retail compliance requirements to minimize chargeback violations.
+ Attend weekly meetings with Manufacturing & sales to review status of existing and new orders.
+ Monitor levels of inventory for fulfillment programs and provide inventory reports as requested. Monitor back orders in case of shortages or partial shipments. Ensure back filled quantities are entered to ship when they arrive.
+ Acts as an extension of the sales function by taking direct orders from customers, reviewing closeout opportunities with customers, assisting customers with garment and graphic selections and creating graphic on garment assortment pages tailored to each client.
+ Receives and processes phone orders from sales agents that may be traveling.
+ Resolves inventory issues when demand is over availability.
+ Understands, monitors and ensures compliance to all GFS/Hanes policies, procedures and audit requirements.
Tracks progress of orders with various internal departments. Expedites rush orders and negotiates scheduling with internal departments to ensure that customer timelines are met.
+ Manages hold reports to ensure timely release of holds that are within direct area of responsibility. Follows up with various internal staff on resolution of holds relevant to other departments.
+ Manages event report to ensure that orders flow quickly through the system and are shipped within the required time frame. Communicates status of event orders to customers and sales agents, particularly once orders have shipped.
+ Facilitates resolution of order and quality problems. Investigates order, communicates with internal departments or external vendors (such as freight carriers) and responds back to customer or sales agents regarding possible solutions.
+ Maintains assigned customer/sales agent files and product/program/art files.
+ Responds to general public inquiries regarding product information.
+ Provides input for process improvements and support all team building initiatives.
+ Participates in cross functional teams and provide customer/order management expertise.
+ Manage any other administrative functions for the department as deemed necessary by management to support the department as a whole.