Customer Service Specialist - L2 Brands

L2 Brands is a leading designer, manufacturer and marketer of high-quality, custom-logo apparel, headwear and home décor serving the large and growing Collegiate, Resort/Destination, Golf and Corporate markets. For over 30 years, L2 Brands, through its League, Legacy, Ouray and Locale lifestyle brands, has created premium customized products that connect consumers with the schools, traditions, destinations and workplaces they identify with and love.

L2 Brands is deeply committed to our tight-knit, open door culture. We demonstrate this by placing creativity at the heart of everything we do, designing trend-right products, encouraging input from all levels of associates, pitching in to help others when needed and taking care of our people with great benefits. Our office motto is “Work Hard and Be Nice”, and behind that credo are L2’s Core Values of putting our customers’ satisfaction at the heart of our daily life, innovating new products and processes to win, requiring a teamwork mentality and accountability, and making a difference in both our local community as well as our factories by doing things the right way.

Summary: The Customer Service Specialist is led by the Director of Customer Service, and the President. The core responsibilities include servicing customers, account executives, and internal personnel with a positive attitude; ensuring that customer satisfaction is maximized, service levels are met, and customer service policies and procedures are followed. The Customer Service Specialist is the main contact for all needs associated with an account. This position requires a self-motivated problem solver who can serve effectively as a liaison between the company’s customers, account executives and internal personnel and create a positive experience with L2.

Duties and Responsibilities:

1. Assisting Customers/Account Executives
   1. Have knowledge and understanding of all L2 products, graphic designs, embellishment methods, order policies, lead times, and brand standards.
   2. Excellent time management, with the ability to manage and prioritize multiple tasks: answer phone calls, emails, upgrade queue, art approval queue, and review reports throughout the day with a positive attitude.
   3. Assist with new customer, questions, sales, and account set up as needed.
   4. Assist during account executive vacation. The CSR is the point of contact on their out of office message.
   5. Issue credits and assist with returns and forms as needed for defective or damaged merchandise. Work with customer to resolve problem/complaint. Be a problem solver.
   6. Place orders for customers who call, email, or fax orders. Enter trade show orders as needed.
   7. Assist sales team as needed with order entry, return forms, replacement orders, etc.
   8. Assist with billing/invoice questions, update credit card information, send copies of invoices, process credits, email credit notes, and statements.
   9. Assist with training new reps on order entry via Moses along with L2 policies on order process. Offer ongoing training as needed.
   10. Assist account executives daily with questions on orders and how they can access information. The CSR is the main way for our sales team to access information.
   11. Assist customers and sales team with order corrections and adjustments as needed.
   12. Notify customers and account executives about out-of-stock items from reports and when item will be available; work with customers and account executives on adjusting orders if needed. Use open order report and other tools available.
   13. Notify customers and account executives on order delay due to licensing using open order report.
   14. Follow up with customers and account executives on pending art approvals and adjust due date as needed using open order report.
   15. Effectively communicate information about discontinued or new styles with customer and account executives.
   16. Contact customers about production errors or overruns to see if they will accept.
   17. Monitor rush orders to ensure timely delivery as promised. This includes orders for specific event dates that require customer follow up with tracking number and proof of shipment details.
   18. Understand customer’s vendor compliance and routing guide to ensure customer requirements are followed
2. Order Upgrade
   1. Review and upgrade orders in queue daily to ensure they are processed in a timely manner.
   2. Review art notes and be sure all information is listed.
   3. Ensure that all orders meet the company’s order policies and brand standards, orders are being entered with proper lead times, daily capacity is being monitored for each category prior to upgrade, correct application is used, and effectively communicate with sales representative or customer if we cannot meet requested ship date.
   4. Identify any potential problems or questions related to the order, work with account executives or customer to resolve, such as proper art files, incorrect quantity, wrong color combinations, art that can no longer be used or does not follow brand standards, discontinued items, pricing, etc.
   5. Review stock and notify as needed
   6. Submit required information to the art or production team as needed relating to order at time of upgrade. Add art fee to order if needed
   7. Assist other team members with order upgrade. Be a team player!
3. Art Approval
   1. Assist customers and account executives with making graphic changes to ensure customer receives desired product.
   2. Mark designs as approved or disapproved based off customer/account executive emails.
   3. Follow up on orders pending approval and adjust dates as needed and notify customers.
   4. Work with sales rep, artist, and production staff as needed to solve design/graphic issues
   5. Process order and application changes as needed during approval process.
   6. Submit designs through queue.
   7. Work with licensing team on designs pending licensing or needing changes.
   8. Assist with licensing submittals and emails as needed.

Other:

1. Assist with trade show and sales meeting preparation as needed.
2. May need to travel and assist at trade shows and assist with store set up.
3. May need to travel to on-site accounts for replenishment for big events (i.e., Parents Weekend)
4. Assist with front desk coverage, which includes greeting customers and visitors, assisting with pick up orders, and explaining job application process to employment applicants.
5. Assist sales team with sales kits.
6. Relay any potential problems/concerns to supervisor based on customer and rep feedback, both positive and negative.
7. Be an ambassador for the company, both internally and externally to help build confidence, pride, and value in the company.
8. Be a team player.
9. Sustain effective and positive working relationships to ensure an environment that is in alignment with both the Company’s Core Values and profitability goals.
10. Willing to cross train and learn other duties within the department as needed.

Competencies:

1. Outstanding time management, good judgment, and ability to manage multiple priorities/deadlines with a positive can-do attitude.
2. Extremely organized.
3. Strong writing and verbal-communication skills.
4. Excellent leadership; interpersonal; collaboration and verbal and written communication skills with the ability to work with others at all levels within the organization.
5. Highly productive and a strong team player who works with a sense of urgency and hands-on approach.
6. A level of self-direction and self-motivation in aligning your personal actions and areas of responsibilities within the company and understanding their fit into the bigger picture.
7. Ability to work individually or in a collaborative team setting.
8. Ability to cross boundaries within the organization to enhance your effectiveness and advance your objectives and achieve results.
9. The ability to quickly adapt to, be accepted by and inter-relate with colleagues at all levels, particularly in a company with a very strong and rich corporate culture.
10. An honest and forthright individual who is flexible, coachable, upfront, and direct with direct reports, peers, and management.
11. Ability to establish and maintain effective relationships with management, employees, customers, and vendors.
12. Strong understanding of products offered by L2 Brands.
13. Commitment to company vision/values/brand.
14. Be a problem solver.