Fruit of the Loom

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Account Support Specialist I

Job Locations US-KY-Bowling Green
Category
Customer Service
Position Type
Regular Full-Time

Position Summary

The Customer Service Account Support Specialist I is responsible for maintaining a weekly order analysis for specific account(s), receiving routine inquiries and concerns from internal and external customers by phone, web, and email, and then providing a timely and appropriate response.  With the assistance and cooperation of a variety of departments, this position will utilize customer guidelines along with product  and system knowledge to manage a variety of accounts and projects as assigned. This position must balance a substantial workload managing key accounts, programs, or services while maintaining a strong focus on developing and executing business plans that exceed customer expectations.

Specific Responsibilities

Order Processing Management:

·        Manage, analyze, organize, and book a large volume of incoming purchase orders from retailers, wholesalers, and distributors through various systems, emails, and websites.  Daily processing, prepping, revisions, booking, scheduling, distribution, and production releases of customer orders through various systems and communication tools.

·        Verify conformity to the OFAC list for all International business, while managing cultural and communication needs.

·        Order flow liaison with sales, replenishment, distribution, planning, external customers, vendors, and internal cross-functional teams.

·        Troubleshooting EDI order errors or Oracle scheduling for resolution to process and release orders to distribution centers to meet customer expectations and conform to guidelines.

o   Navigate SPS Commerce web application and interpret raw data.

o   Review and analyze EDI documents for orders in error.

·        Analyze inventory allocation and fulfillment strategy by major accounts and partner with internal teams to increase sales and inventory turns.

·        Merchandiser processing and coordination to validate items, quantities, Advance Ship Notices, and customer requirements

·        Active participation in sales opportunities, replacement item upsale, etc.

Coordinate and resolve logistics, transportation, product issues and order execution concerns. 

·         Liaison between distribution centers, internal and external Transportation departments , Sales, Replenishment, Planning, Customs Compliance and Sourcing teams for customer related routings, ship windows, inventory, rework issues and priorities, pricing, quality issues and special requests.

Assist with special projects, goal tracking, and process improvement initiatives. 

Manage and maintenance of customer required order and style information.

·         Style setup maintenance (UPC/GTIN for shipping label printing).

·         Customer setup, new locations, etc.

·         Maintenance ticketing and label file for distribution, manufacturing, and suppliers to prevent delays in production scheduling.

·         Maintain cross reference file for inventory feed capabilities, driving non-standard items to orders, and maintaining the Multi-Row UDA to ensure accurate order creation.

 

Minimum Qualifications

  • High School diploma or equivalent required. College degree preferred. 
  • Knowledge of Microsoft 365 (Word, Excel, Power Point, Outlook and Lync).
  • Ability to learn and adapt to applicable order processing and tracking systems.
  • Capacity to become a subject matter expert on Fruit of the Loom’s distribution channels, consumer base, product lines, programs, item substitutions, and promotions.

Minimum Job Experience Required

  • 3 to 5 years of Customer Service or related experience required.

Company Information

We offer competitive pay & benefits including medical, dental, vision, life, & disability insurance, vacation, holidays and 401k.

 

We are committed to creating a workplace where everyone is treated with respect and empowered to contribute equally. We want to foster a culture of belonging for all employees, and we are focused on attracting, retaining, and developing diverse talent. We believe our differences make us stronger, and for this reason, we are committed to diversity and inclusion practices in our organization

 

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protect veteran status, disability or any other protected status.

 

EOE/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity

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