Custom Order Specialist

Essential Duties and Responsibilities:

Customer Service – related to embellishment orders         

• Receives and answers inquiries from customers by phone, fax, postal mail and electronic mail concerning price, and availability as well as the application of products, services and programs.
• Provide exemplary service to consumers and other team members by responding to product inquiries and service inquiries. 
• Provide exemplary service to internal and external customers and management by responding to order inquiries and providing order status information.
• Assures customer satisfaction by tracking progress of orders, shipments and handling customer complaints.  Communicates status of orders and shipments.
• Works closely with custom shop production team to notify customers of delays, production issues, etc. as it relates to custom orders.
• Provides instructions for returning products, issuing Return Authorization Numbers and Fed Ex Return Labels when applicable.
• Thoroughly researches customer issues, complaints and comments and provides complete and timely resolution.
• Works with Custom Shop Team Leader on orders with time frames to ensure smooth production schedule.
• Solicits customer and team member feedback to improve service.

Order Processing                      

• Receives and enters orders from customers or sales representatives.
• Enters orders, by deadlines established by Manager, into the system ensuring accuracy of all information pertinent to the order.
• Receives and processes order adjustments in cooperation with sales representatives and customers.
• Ensures special customer requests for shipping are clearly identified on orders for adherence by the distribution center.
• Processes special request orders for sales representatives and Manager.
• Performs all clerical duties for department including filing and reports.
• Establish embroidery quotes, coordinate digitizing of logos and sew outs to send to customers for approval.
• Monitor design requests and production work orders that are input into supporting systems
• Verify order entry accuracy.
• Other duties as assigned. 

Competencies:  To perform the job successfully, an individual should demonstrate the following competencies:

• Strives to continuously build knowledge and skills.
• Maintains confidentiality.
• Remains open to other’s ideas and tries new things; Shares expertise with others; Gives and welcomes feedback; Applies feedback to improve performance; Contributes to building a positive team spirit; Asks for and offers help when needed; Follows instructions, responds to management direction.
• Works with integrity and ethically.
• Adheres to 5.11 Policies and Procedures; Upholds organizational values.
• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Measures self against standard of excellence; Demonstrates accuracy and thoroughness; Reacts well under pressure; Assesses own strengths and weaknesses; Accepts responsibility for own actions; Treats people with respect and consideration; Works well in a fast paced environment.
• Meets productivity standards; Strives to increase productivity; Completes tasks correctly and on time; Uses time efficiently; Aligns work with strategic goals; Looks for ways to improve and promote quality; Displays orientation to profitability.
• Highly motivated and goal oriented; Strives to meet and exceed expectations each and every time; Enthusiastic and patient with exemplary problem solving and follow through skills; Constantly improving customer relations.
• Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Works quickly; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
• Observes safety and security procedures; Uses equipment and materials properly; Reports potentially unsafe conditions.

OUR VALUES:

At 5.11 we embrace a high energy culture built upon our values of Service, Unity, Impact and Tenacity.

Service – At 5.11, we wear our passion for service on our sleeves: it is an honor to serve those who serve and people of all walks of life. With humility and great respect for our consumers and our roots, we take pride in our brand and engage with our communities. By championing the needs of our consumer we fulfill the mission of a lifetime.

Unity – We build together—as one, global 5.11 family. Our individual abilities and diverse perspectives strengthen outcomes. We collaborate, taking a holistic view and listening actively. By communicating with intention, care and clarity, we empower each other to reach new heights.

Impact – We have big ambitions and they start and end with our consumer. With them in mind, we innovate for impact—we think big, think creatively and challenge norms. We foster curiosity and iterate, relentlessly pursuing solutions. For ultimate impact, we drive to disrupt for good.

Tenacity – We are tenacious in our pursuits and accountable to each other. This builds trust and the confidence to rise to any challenge. We have the courage to take risks and, no matter the outcome, we flex and adapt, always having each other’s backs. We persist—determined to Always Be Ready.

Pay Range: $18.25 - $21.00 per hour plus bonus.

5.11 Tactical offers a best-in-class benefits program including: medical, dental and vision insurance; a 401(k) program with employer match; employer-paid basic life and AD&D insurance. Additionally, employees can choose from several voluntary benefits including: Hospital Indemnity/Accident insurance; Flexible Spending Account/Health Saving Account; Employee Assistance Program; Paid Time Off/Paid Holidays/Sick Time; Casual Dress Code; and Employee Discounts.

*If you are a regular full-time employee working at least 30 hours per week, you and your eligible dependents may participate in 5.11’s benefits program.*

Salary : $18 - $21