Customer Service Representative

Elevate Textiles is a leading global manufacturer of fabric and thread solutions focused on innovation, sustainability and quality craftsmanship.  The Elevate portfolio of brands includes American & Efird (A&E), Burlington, Cone Denim, Gütermann and Safety Components.  Elevate Textiles is committed to delivering solutions that protect and enhance our lives through its global manufacturing platform that includes 35 facilities and approximately 15,000 employees.
 
Elevate is looking for a Customer Service Representative to work as part of the Burlington division. To learn more about our products and the 100-year tradition of Burlington, visit http://burlingtonfabrics.com.

Job Overview

This position offers the opportunity for a hybrid work schedule to work from home and come into our Burlington, NC location as needed.  Our desired customer service representative (CSR) should be a friendly & helpful liaison between our customers and our internal teams which include management, sales, planning, manufacturing, quality, product development, credit, and logistics. They will be responsible for providing knowledgeable, detailed & accurate information that begins with inquiries for both sample & production delivery dates, and continues throughout the life cycle of an order. They should have a strong & efficient skill set built upon excellent verbal & computer-based communications, all of which are pertinent to a total package of customer care & customer satisfaction. They are expected to thrive in a positive team-based environment & be passionate about building strong internal & external relationships which will drive brand loyalty. This increased customer engagement will assist us in becoming our customer’s vendor of choice, all while remaining focused on the bottom-line growth & sales of Burlington & Elevate Textiles.

Responsibilities and Duties:

• Receive, edit and process incoming sample & production inquiries, quotes & orders, along with correspondence from customers & internal teams like sales, credit & logistics, in an accurate & timely manner.
• Review of Open Orders & Open Quotes reports for accuracy of prices, widths, wash lots, order notes, etc. as this information is used by our management team to guide our business.
• Monitor and communicate delivery dates, order status, freight quotes & credit approval to both customer & sales team.
• Contact and effectively communicate with customers, sales, planning, manufacturing, credit and logistics teams via phone, email & Teams environment.
• Prepare weekly data reports using COGNOS, Excel, Word and other software tools for specific customer, sales & management status updates & analysis.
• Provide Manufacturing Affidavits and Certificates of Origin as needed.
• Establish new and maintain existing customer codes & records in both Coda & Porini environments.
• Provide accurate and timely responses to customer requests.
• Assist the Customer Service Manager with the settlement of any customer complaint.
• Perform additional job-related duties and complete special projects as assigned.
• Develop customer relationships to provide value added customer services, leading Burlington in becoming our customer’s vendor of choice.

Qualifications

• Bachelor’s Degree preferred or minimum 3 years of customer facing experience required.
• Demonstrates excellent verbal & written communication skills, along with being detail-oriented for tracking documentation of order processes.
• Exhibits strong work ethic along with a courteous & professional attitude, while working in a customer service driven team environment.
• Calm, positive & proactive time management with results driven, problem solving skills.
• Self-motivated with organizational & analytical skills.
• Initiates follow-up effectively in a high-volume environment with the ability to prioritize & multi-task.
• Proficient with Microsoft Excel, Word, Outlook and other software tools.
• Porini &/or other customer service platform experience a plus.
• Knowledge of international shipping terms and letters of credit, preferred but not mandatory.
• Bilingual (English & Spanish) preferred but not mandatory.