MERCH Customer Service Representative / Production Manager (Promotional Merchandise & Apparel)
Location: New York, New York
Type: Full Time
Salary: $65,000.00 - $85,000.00
Range based on experience
A to Z Media is looking for a Merch Production Manager / CSR in our NYC or PDX office. This position requires a candidate who thrives in an energetic environment, inherently has a positive disposition and is a people-person managing internal and external relationships. Your love of all traditional/non-traditional merch will be a major plus in this role!
While building exceptional customer relationships and meeting/exceeding goals to support our client base, this position is ideal for a detail-oriented person who will dedicate their time to maintaining and administering existing client services while searching for opportunities to expand on our client/vendor partnerships.
The role requires someone who is self-motivated, takes proactive steps to move projects forward and is collaborative in nature. Projects will range from traditional and bespoke Merchandise, Apparel and Book Printing - the candidate must have a ‘can do’ attitude with an inherent
The primary role is to work closely with our client base to understand their merch timelines, priorities and to ensure the best possible customer service.
ALL actions must be recorded in our custom database – milestones, notes and shipping must be 100% updated/accurate at all times.
CSRs work closely with our Sourcing Manager to confirm orders are 100% correct and reflective of client expectations. This may include sourcing support on various projects.
Confirm timelines with clients at inception of each project to ensure all are on the same page as to expectations and delivery requirements.
Lead all communication with global vendor network to secure proofs, samples, timelines and shipping methods.
Issue purchase orders to all vendors / ensuring every PO is 100% accurate. Confirm receipt of POs and check vendor schedules/portals for completion dates
Work with internal art department trafficking jobs through design/proofing stage and liaising with clients to confirm all art is correct/approved/uploaded.
Traffic all pieces through print, manufacture and into final delivery points. Confirm projects are hitting timeline targets throughout the production process.
Communicate (phone / email / Zoom / Slack) on a regular basis with the client as to the status of the job, the key is to be proactive NOT reactive and consider client perspective as jobs progress through to completion.
Monitor all samples for quality issues. Alert all teams involved when issues arise and/or send samples to clients as required.
Maintain an accurate production schedule and generate weekly status.
Create internal pitch deck for sales team, showcasing new products we’ve produced each month
Proactively review tracking / shipping notices / pack slips to ensure product is shipping/received
Immediately respond to client claims and follow procedures to correct any issues that arise in the production / delivery process. Proactive problem solving required.
Once the order is complete, create/issue invoice(s) to the client and ensure that all billable parts are included. Liaise with in house sales personnel as and when necessary.
A to Z Media works globally and must facilitate VAT billing as well as domestic sales tax when invoicing clients
Liaise with A to Z Media Warehouse to coordinate shipments/picks ups/inventory and reworks as required.