Customer Service Representative

Description What sets us apart? Competitive compensation plan, base salary, and annual incentive Health Benefits: medical, dental, vision, short term and long- term disability and wellness programs 401-k plan with company match Comprehensive Paid Time Off and Holidays Collaborative and Innovative work environment COMPANY OVERVIEW Vantage Apparel is a leading global supplier of custom logo apparel, offering a wide range of high-quality garments and accessories for corporate, promotional, and teamwear needs.

As the exclusive provider of Greg Norman®, POLO® Ralph Lauren®, Xtreme Visibility™, Redwood Classics™, and Lane Seven Apparel, Vantage has been the industry’s top-awarded decorator for 30 consecutive years. Since joining forces with Lynka in 2021 to expand our European presence, we have continued to grow our global reach while earning recognition as an ASI Top 40 Supplier and a PPAI Gold Pyramid Top 100 Supplier (#12 in 2025).

With more than four decades of experience and multiple “Best Places to Work” honors, Vantage has been the leading B2B innovator in the promotional apparel industry since 1977, delivering exceptional service and innovative solutions to customers worldwide. ROLE HIGHLIGHTS The Customer Service Representative serves as a primary point of contact for customers, Sales Representatives, and internal teams, providing professional support and managing inquiries and orders throughout the order lifecycle from entry through delivery.

This role ensures order accuracy, timely processing and fulfillment, proactive resolution of potential issues and customer concerns, and a positive customer experience. The representative maintains strong knowledge of the Company’s products, services, processes, and systems to effectively support customers, Sales Representatives, and internal teams.

Essential Duties and Responsibilities

include the following. Other duties may be assigned. Manage the full order lifecycle, including order review, entry, maintenance, and monitoring to ensure accuracy and timely fulfillment. Review orders in Impress, proofs, and supporting documentation for accuracy, resolve discrepancies, and obtain required approvals before production in accordance with Standard Operating Procedures (SOPs).

Provide timely and professional support to customers, Sales Representatives, and key accounts, including inquiries, order status, issue resolution, and follow-up. Monitor orders through production and shipment, proactively addressing delays and partnering with internal teams to support on-time delivery and customer satisfaction.

Coordinate customer-supplied goods, order uploads, returns, repairs, credits, payments, and related activities with appropriate departments. Manage account-specific requirements, including licensing, royalties, commissions, UPCs, barcodes, hang tags, customer portals, and other specialized program requirements. Partner with the Webstore team and cross-functional departments to support new customer programs, onboarding, and order processes.

Coordinate customer account setup, logo mockups, colorways, and required order or program documentation. Serve as a knowledgeable resource on Vantage products, decoration methods, systems, processes, and customer-specific requirements. Follow established SOPs, company policies, and customer requirements while identifying opportunities to improve efficiency, quality, and customer experience.

Perform other duties and responsibilities as assigned by the Customer Service Leadership Team.

Requirements

Ideal Candidate Profile To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Proven customer service experience with a strong commitment to quality service and customer satisfaction.

Exhibit strong organizational skills and attention to detail. Ability to effectively prioritize and manage multiple orders, projects, and competing deadlines. Strong follow-up and active listening skills with a proactive and responsive approach to customer needs. Strong problem-solving skills with the ability to identify issues, evaluate solutions, and take appropriate action.

Ability to work independently while collaborating effectively with individuals at all levels of the organization. Exhibit outstanding written and verbal communication skills, ensuring clear and effective interaction with clients and team members.

EDUCATION

AND/OR EXPERIENCE COMPUTER SKILLS High school diploma, with a college degree preferred. Have knowledge of consumer journey mapping to ensure best-in-class experiences. Demonstrated high proficiency with Microsoft Office Suite, including word, Excel, Outlook and PowerPoint. At Vantage Apparel we are committed to equal employment opportunities regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.