Job Description

JOIN US AND CREATE YOUR VISION

Company Overview

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 hyper-fragmented base of customers, comprised of apparel decorators, eRetailers and promotional products distributors that embellish apparel items for diverse end consumer use cases (e.g., everyday wear, concerts, fitness attire, life events, team sports, etc.). At S&S, we differentiate in the market through a customer service focus, strategic product portfolio, world-class distribution infrastructure, a collaborative growth culture and a relentless focus on technology and innovation.


Our success has compounded since the Company's humble beginnings in 1988 as a regional t-shirt distributor to a leading, multi-billion-dollar value-added distribution platform that drives market penetration for our suppliers while enabling the growth, operations and fulfillment for a diverse range of customers across channels and business sizes. We strive to be the apparel distributor of choice while inspiring and fostering growth for customers, employees and suppliers through our core values of service, deep relationships, innovation, continuous improvement and accountability.


Today, S&S has the largest one & two-day distribution footprint in the industry, with its products reaching 99% of the U.S., Canada, and Puerto Rico within two days and 44 states in just one day.

ABOUT THE ROLE:

We are seeking energetic, reliable, and fun professionals to join our team as a CSR/ Customer Service Representatives. The successful CSR will provide effective customer service for all internal and external customers by utilizing a high level of system, process and cross departmental knowledge to provide a world class experience. The Representative will play a pivotal role in assisting with customer satisfaction and complex problems based on customer needs. The representative will report directly to the Customer Service Supervisor and will support the contact center's strategic initiatives and operational activities, stepping in where necessary to ensure the team's success.

COMPENSATION & SCHEDULE

Monday-Friday, (8am-5pm) Full-time, Non-exempt


Hourly: based on experience

WHAT YOU WILL DO

Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every customer Accurately process transactions, educate customers and focus on problem resolution via phone, chat and email communication channels Promote and sustain positive relationships with both internal and external customers through active participation in training and peer to peer coaching initiatives Ability to meet or exceed KPIs, department and team level goals on a consistent basis Participates in assigned projects and consistently meet department goals Support activities for the department as needed Manage incoming customer inquiries via phone, email chat with a focus on one contact resolution Identify gaps in process and procedures and prioritize escalation of urgent issues in an effective manner Actively participate in a team oriented environment with a focus on a "One Team, One Heart" mentality Take ownership of challenges, addressing and resolving issues promptly to maintain individual performance and satisfaction

WHAT WE'RE LOOKING FOR

Strong verbal and written communication skills Must have basic math and computer skills Ability to multi-task and be detail oriented. Ability to think strategically and to lead with a customer centric mindset Data driven and comfortable in environment with heavy emphasis on customer service and satisfaction metric Results orientated with a strong sense of accountability and urgency. Customer service experience preferred

WORKING ENVIRONMENT

This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear.

EQUAL OPPORTUNITY EMPLOYER

S&S Activewear welcomes people of all backgrounds and experiences and are committed to creating a diverse culture and supporting human growth. We are proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. We conduct business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. Our policy is to recruit, hire, train, promote, assign, transfer, and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.