Customer Success Coordinator

Prime Division

Join us and "Create Your Vision"

Prime Line, the hard goods division of S&S, brings promotional product distributors top products in the best-selling categories. Backed by high achieving commercial groups, Prime Line is here to service every need a customer may have.

S&S Activewear is a leading North American, tech-enabled specialty distributor of imprintable apparel, including t-shirts, fleece, athletic wear, headwear, workwear, scrubs and accessories. We pride ourselves on being the "critical link" that enables our 100+ brand partners such as Adidas, Columbia and Gildan to reach our hyper-fragmented base of customers, comprised of apparel decorators, eRetailers and promotional products distributors that embellish apparel items for diverse end consumer use cases (e.g., everyday wear, concerts, fitness attire, life events, team sports, etc.). At S&S, we differentiate in the market through a customer service focus, strategic product portfolio, world-class distribution infrastructure, a collaborative growth culture and a relentless focus on technology and innovation.

Our success has compounded since the Company's humble beginnings in 1988 as a regional t-shirt distributor to a leading, multi-billion-dollar value-added distribution platform that drives market penetration for our suppliers while enabling the growth, operations and fulfillment for a diverse range of customers across channels and business sizes. We strive to be the apparel distributor of choice while inspiring and fostering growth for customers, employees and suppliers through our core values of service, deep relationships, innovation, continuous improvement and accountability.

This position is part of our PRIME division, operating under the S&S Activewear parent company. PRIME plays a key role in delivering specialized solutions while aligning with the broader mission and values of S&S Activewear.

About the Role

The Customer Service/Success Coordinator serves as a strategic and supportive partner to key accounts throughout every stage of the order process. This role primarily engages clients via phone and electronic communication, fostering loyalty and ensuring long-term customer retention within the Promotional Products Industry.

The ideal candidate will possess exceptional communication skills and a strong commitment to delivering outstanding customer service and support. Responsibilities include providing accurate quotes, verifying inventory levels, estimating shipping timelines, and responding promptly to customer inquiries.

Schedule: Monday-Friday, Full-time, Non-Exempt. Remote Available

What You Will Do

• Cultivate strong customer relationships and ensure satisfaction by delivering professional and responsive support.
• Address all customer inquiries promptly and professionally, including requests for information, order confirmations, order status updates, expedited requests, acknowledgments, periodic reporting, complaints, and returns for all accounts within the assigned territory.
• Serve as the voice of the customer by collaborating closely with internal departments—including Order Entry, Art, Planning, Production, Procurement, Quality Control/Assurance, and Warehouse—to ensure timely shipments and fulfillment of customer expectations across approximately 900–1,000 accounts.
• Monitor order flow using system searches and dashboards to ensure seamless processing and timely movement of orders through the pipeline.
• Provide alternative product suggestions for out-of-stock items to maintain customer satisfaction and order continuity.
• Document, report, and escalate system-related issues and functionality concerns. Administer the issue tracking process and compile customer feedback for continuous improvement.
• Assist customers with quotes, freight estimates, product recommendations, shipment dates, and reporting to keep them informed of their order status.
• Comply with individual and departmental service level agreements (SLAs) as defined by Deco Upper Management

What We're Looking For

• Bachelor's degree in business, Business Administration, or equivalent industry-related experience.
• Minimum of 2 years of experience in customer service or sales, with direct interaction with the public.
• Excellent written and verbal communication skills in English, with a strong customer service orientation.
• Results-driven and able to thrive in a fast-paced environment with multiple competing priorities and deadlines.
• Demonstrates a positive, proactive approach to task completion.
• Proficient in utilizing multiple software programs and platforms; strong technical aptitude.
• Creative problem-solving abilities and a customer-focused mindset with empathy.
• Exceptional attention to detail and strong analytical skills.
• Capable of managing time effectively and working independently with minimal supervision.
• Strong interpersonal skills and the ability to collaborate effectively with internal departments.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, walk, stand, talk and hear. The employee may occasionally lift and/or move 25 to 40 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Working Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions.

Equal Opportunity Employer: S&S Activewear welcomes people of all backgrounds and experiences and are committed to creating a diverse culture and supporting human growth. We are proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. We conduct business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. Our policy is to recruit, hire, train, promote, assign, transfer, and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons. S&S participates in E-Verify and will provide the federal government with your Form I-9 information to confirm you are authorized to work in the U.S.

This job offer is contingent upon the completion of a satisfactory background check.