Customer Service Coordinator

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
• 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 consecutive securing the 29th PPAI Gold Pyramid award for embroidery, consistently recognized in ASI Counselor® Magazine’s Top 40 company, and the PPAI Gold Pyramid for Marketing content. These honors affirm our persistent dedication to setting industry standards.  

ROLE HIGHLIGHTS

The Customer Service Coordinator plays a key role in supporting both the Customer Service team and the HR department by handling a range of administrative tasks. The primary responsibility of this position is managing hotline calls and acting as the first point of contact for customers and Sales Representatives, ensuring their inquiries are addressed promptly and professionally. This role involves maintaining strong customer relations, performing administrative duties, and ensuring smooth operational processes. The ideal candidate will be organized, professional, and dedicated to providing exceptional service to both customers and internal teams.

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

• Assist the HR department with recruitment, including posting job vacancies, screening line-level candidates, scheduling appointments, and facilitating onboarding processes.
• Organize and prioritize incoming requests, ensuring timely follow-up and resolution.
• Provide general clerical support to Customer Service and HR teams, including filing, data entry, and handling routine office tasks.
• Ensure the reception area is tidy, presentable, and welcoming for visitors and guests.
• Greet guests and visitors upon arrival, directing them to the appropriate person or office and ensuring a welcoming experience.
• Address all Hotline Call matters and escalations, ensuring issues are resolved in a timely and professional manner.
• Monitor customer emails and assign them to the appropriate Customer Service Representative for follow-up.
• Review registration requests from the company website, vet potential customers, set up new accounts in Impress, update VAT, and trigger welcome emails.
• Print credit documents for management authorization, ensuring accuracy and proper documentation.
• Prepare President’s Thank You letters, ensuring they are tailored and sent promptly.
• Occasionally assist with order entry for blank goods orders or service shipments.

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. 

• Proven ability to collaborate effectively as a team player, engaging with individuals at all levels to support organizational goals.
• High energy with strong organizational skills and attention to detail.
• Excellent verbal and written communication skills, with the ability to convey creative solutions confidently and clearly.
• Demonstrates professionalism in communication, attitude, and teamwork when interacting with customers, peers, and management.
• Strong customer service and interpersonal skills, fostering positive interactions with clients, colleagues, and stakeholders.
• Exceptional organizational skills with a keen attention to detail, ensuring efficiency and accuracy in all tasks.
• Effective problem-solving and active listening skills to address challenges and meet customer needs.
• Strong time management and prioritization abilities, consistently meeting deadlines while handling multiple tasks.
• Knowledge of consumer journey mapping, ensuring a seamless, high-quality customer experience.
• Professional demeanor and appearance, maintaining a positive attitude and approachability.
• Proficiency in handling phone communications and addressing customer inquiries efficiently.
• Preferably fluent in English and Spanish.

EDUCATION AND/OR EXPERIENCE COMPUTER SKILLS

High School diploma required, or a college degree is preferred, or a minimum of two (2) years of relevant experience in customer service or an office environment, or an equivalent combination of education and experience.  

COMPUTER SKILLS   

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