What are the responsibilities and job description for the Quality Assurance & Consumer Support Coordinator position at Royce Too?
Summary: Responsible for the coordination and execution of the Product Quality Assurance, Product Wear Testing, and Consumer Support functions within and between Royce Too Licensors, Vendors, Customers and internal stakeholders.
Major Responsibilities:
- Product Quality Assurance:
- Logging incoming development samples into the Concept-to-Purchase (CTP) portal
- Creation of Quality Assurance Verification (QAV) documents against submitted Vendor samples
- Submitting new sample requests to Vendor(s) based on QAV results
- Creation and distribution of Benchmark Samples to Vendor and distribution center
- Organization of completed QAVs and accompanying Vendor samples
- External Vendor communication
- Quality Assurance-related SOP documentation
- Wear Test sample distribution and results compilation
- Coordination of general, multi-departmental sample-related requests
- Consumer Support:
- Becoming fully conversant with the Royce Too Consumer Support SOP
- Receiving of initial Consumer contact via various Royce Too online methods and/or phone calls to the Royce Too Consumer Support line
- Immediate forwarding non-Consumer contacts to the appropriate Royce Too department
- Responding directly to the Consumer within 24 hours of initial contact
- Obtaining Consumer product photographs and/or samples by return where appropriate
- Resolving Consumer complaints to the full satisfaction of the Consumer
- Updating and maintaining the internal Consumer Contact tracking document
Other Duties:
- Additional tasks and projects as needed.
Critical Attributes/Required Skills/Education
- Positive, can-do attitude
- Team-oriented
- Organized
- Strong project management
- Discipline to calendar
- Ability to communicate, facilitate and prioritize tasks with internal, cross-functional departments and external suppliers per key time & action milestone dates and business objectives
- Excellent PC skills (MS Office), including Excel spreadsheet functions
- Ability to resolve problems, either independently or in consultation with management
- College degree, or minimum 5-year relevant project management work experience in a sock- or hosiery-related field
- Must be able to lift up to 30 pounds
ABOUT US
With a rich heritage in sock manufacturing since the founding of Royce Hosiery Mills in 1949, our company has always been dedicated to one core value—product excellence. Headquartered in Winston-Salem, North Carolina, our team of skilled technical experts and designers work tirelessly to craft high-quality, stylish socks that meet the demands of today’s consumers. We are proud to collaborate with some of America's most iconic footwear and apparel brands, delivering products that stand out in both quality and design.
We offer:
- Company-Matched 401(k) Plan
- Generous PTO (Personal Time Off)
- Company-Paid Benefits
- Inclusive and Diverse Work Environment
