SanMar-Internal

Role Description A Customer Service Representative I (CSR I) provides world class customer service for all internal and external customers utilizing excellent in-depth knowledge of company products, processes, programs, and technology. - Take inbound calls while maintaining a high level of professionalism and working to establish a positive rapport with every customer. - Learn computer system applications to accurately process transactions and maintain customer data. - Educate customers on products and services via phone, email, and chat communications. - Provide basic troubleshooting for customers including product knowledge, recommendations, and problem resolution. - Build and maintain positive relationships with internal customers and team members. - Stay informed on all communications and training to ensure accurate protocols are followed. - Build knowledge of relevant company products, processes, programs and technology. - Participate in other related duties and projects as assigned by the supervisor or manager. - Perform other duties as assigned. - Comply with all policies and standards. Qualifications - Less than 1 year of customer service experience. - Strong verbal and written communication skills. - Ability to multi-task and be detail oriented. - Results orientated with a strong sense of accountability and urgency. - Ability to meet accuracy and productivity expectations. - Displays strong organizational and time-management skills. - Demonstrates the ability to consistently work well in a team environment. - Must have basic math and computer skills. Experience with Salesforce and/or ODY a plus. Requirements - Salary Range: You`ll earn between $20.82 - $25.00 (WA, NJ); $19.05 - $22.88 (MN, NV, TX, VA); $18.32 - $22.00 (AZ, ID, FL MT, OH) on an hourly basis, depending on experience. - Bonus: You`ll be eligible for an annual discretionary bonus up to 5% of base salary. - Paid Time Off: You`ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off. - Available shifts are as follows (PST): 5:30 AM – 2:00 PM, 6:00 AM – 2:30 PM, 6:30 AM – 3:00 PM, 7:00 AM – 3:30 PM, 7:30 AM – 4:00 PM, 8:00 AM – 4:30 PM, and 8:45 AM – 5:15 PM. Benefits - Comprehensive medical, dental, and vision benefits. - 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle. - Life insurance. - Short/long-term disability coverage. - Paid maternity/paternity leave. - Pet insurance. What Should You Expect? Remote: While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Ability to work on computer for multiple hours with frequent interruptions. SanMar's Eastpointe office is located near Seattle, WA and our standard working hours are 8:00-5:00 PST. Quarterly travel may be required.

What's the Short Version? The Strategic Account Manager (SAM), Retail Decorator & Merch Printer, supports strategic accounts in the Retail Decoration and Merch Printer markets. An effective SAM grows market share across the US with decorators and printers that primarily service licensed and branded apparel for retailers, national events, music tours, and multi-chain businesses, and increases growth and profitability for both our customer and SanMar. A successful SAM is familiar with this customer base and has strong relationships therein. A SAM possesses strong planning & organizing capabilities, analytical abilities, and creative problem-solving skills. There will be an initial period of significant growth while we expand into the retail decoration market. As the portfolio expands, there will be an increasing focus on account management and support. What Will You Be Doing? - Manage and grow account base of retail-focused decorators and merch printers; build relationships with potential customers in retail decoration market. - Negotiate, structure, and close complex opportunities with a focus on creating value for both the customer and SanMar. - Sell SanMar’s value proposition effectively through targeted presentations and conversations with executives at the corporate level and support presentations and other communications regarding strategic plans together with Territory Managers to the office level. - Build strong customer relationships with key executives and managers at the corporate office. - Be a resource for Territory Managers on big opportunities at the local office level. - Understand the strategic goals, trends and other impactful information relevant to the growth of the strategic account and communicate this information effectively and efficiently across members of the sales and operational teams. - Negotiate, track, and implement effective incentive and other pricing and product programs. - Act as the customer’s advocate to push for change and improvements to meet customer demands with a focus on improving the customer experience. - Work to reduce operational friction or inefficiencies between large strategic accounts and SanMar. - Keep Salesforce up to date with key activities, meetings, communications and related information. - Develop impactful sales and marketing plans at the corporate level and effectively develop action plans with the strategic account to implement across all offices. - Work with sales analytics team to collect and analyze data concerning Strategic Account sales, profitability, programs and activities and work collaboratively across sales team to understand changes in business trends. - Perform other duties as assigned. - Comply with all policies and standards. What Are We Looking For? - Bachelor's Degree or equivalent experience - 4-6 years retail decorators, licensed decorators, silk screeners, embroiderers, merch printers, and similar customers, having existing relationships - Experience with fabric construction, decoration feasibility and techniques. - Technical ability is required to be relevant, successful, and credible to the focus customer - Ability to reside in major metropolitan area of managed territory. Within 60 miles of international airport preferred. - Travel 2+ weeks per month; 60 - 70% customer visits and occasional industry shows and events. - Ability to analyze emerging business trends and determine viability of opportunities. - Ability to build meaningful partnerships and communicate effectively with customers, sales team and internal departments to identify and resolve issues in a timely and professional manner. - Assertive communicator with excellent verbal, written, and presentation skills. - Must respond well to internal deadline pressures in a fast pace environment. - Detail oriented; ability to follow-through on projects and handle multiple tasks at once. - Ability to handle confidential matters with discretion. - A high degree of professionalism, integrity, objectivity, and service orientation. - Must be a leader, enthusiastic, energetic, “sales orientated” and outgoing. - Highly motivated self-starter with an ability to work without direct supervision. - Positive attitude and high energy level. - Have a passion for innovation, change and the opportunities created through technology. What's Our Offer? Salary Range: You`ll earn between $120,000 - $165,000 annually, depending on experience. Bonus: You`ll be eligible for an annual discretionary bonus up to 10% of base salary. Paid Time Off: You`ll accrue paid time off on a bi-weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off. Additional Benefits: - Comprehensive medical, dental, and vision benefits - 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle - Life insurance - Short/long-term disability coverage - Paid maternity/paternity leave - Pet insurance What Should You Expect? Outside Sales: While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel, and stand and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Ability to work on computer and mobile phone for multiple hours; with frequent interruptions. The employee may be required to lift and/or move up to 50 pounds. Work environment is moderately quiet. Required to travel in elevator or stairwells to attend meetings and engage with associates on multiple floors throughout building. Must be able to legally drive a vehicle during all types of driving conditions, including day and night driving. Travel Requirements: Vehicle that is reliable and can travel 25K miles per year. Must have a valid driver’s license and maintain insurance coverage. Ability to cover expenses including travel, business entertainment, business expenses for 4-6 full weeks at a time. Ability to travel including drive, all types of planes (including prop planes), trains, subways, etc. Ability to relocate if necessary. Ability to work weekends if necessary. May be required to travel in adverse weather conditions.

What's the Short Version? The Supervisor, Cash Applications is responsible for overseeing daily operations and providing leadership for assigned Credit teams, ensuring customer transactions are processed accurately, timely, and in accordance with SanMar policies and internal controls. This role partners closely with Credit leadership, Accounting, and cross functional teams to support operational efficiency, compliance, and a timely financial close. The Supervisor, Cash Applications leads the team responsible for the accurate and timely application of customer payments. This includes setting performance expectations, coaching and developing team members, monitoring productivity and accuracy, and addressing issues that impact service levels or close timelines. The Supervisor promotes a collaborative team environment, supports continuous improvement initiatives, and actively participates in department projects and process enhancements while maintaining a strong focus on customer service and accountability. What Will You Be Doing? - Provide day to day leadership and oversight for the Cash Applications team to ensure accurate and timely application of customer payments in compliance with SanMar and Credit policies and controls. - Evaluate team productivity, time management, and performance metrics while providing feedback, coaching, and training to support accountability and development. - Maintain an approachable leadership presence through regular team engagement, including weekly touchpoints for direction, support, and feedback. - Prepare, communicate, and document performance evaluations, including annual reviews and coaching discussions, in alignment with SanMar practices. - Ensure accurate and timely daily processing of customer payments, posting corrections, and bank deposits, with follow up on errors to drive continuous improvement. - Serve as the department point of contact for payment related inquiries by maintaining process expertise and partnering with cross functional teams on updates. - Oversee SanMar employee order processes, including monitoring and managing employee order account aging. - Serve as program administrator for the High Radius cash application platform, including vendor coordination and service ticket management. - Oversee reporting and reconciliation related to payment deposits and postings, partnering with Accounting to ensure accuracy, issue resolution, and support of timely financial close. - Collaborate closely with Credit leadership, Accounting, and cross functional partners, participating in discussions and initiatives that impact customers, employees, and department operations. - Perform other duties as assigned. - Comply with all policies and standards. What Are We Looking For? - Bachelor's Degree or equivalent experience - 4-6 years in Accounts Receivable, Credit, or related financial operations - Demonstrated commitment to customer service and an understanding of SanMar’s customer focused approach - Strong analytical and decision making skills with appropriate urgency - Proven leadership skills that promote teamwork and development - Clear and professional verbal and written communication skills - Strong time management skills with the ability to meet deadlines - High proficiency with PC based tools and business applications - Experience working with remote teams - Ability to work independently and contribute to a team - Demonstrates a growth mindset and drives continuous improvement in teams, processes, and workflows What's Our Offer? Salary Range: You`ll earn between $32.56 - $43.27 (WA, NJ); $29.79 - $39.59 (MN, NV, TX, VA); $28.65 - $38.08 (AZ, ID, FL MT, OH) on an hourly basis, depending on experience. Bonus: You`ll be eligible for an annual discretionary bonus up to 10% of base salary. Paid Time Off: You`ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off. Additional Benefits: - Comprehensive medical, dental, and vision benefits - 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle - Life insurance - Short/long-term disability coverage - Paid maternity/paternity leave - Pet insurance What Should You Expect? Remote: While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Ability to work on computer for multiple hours with frequent interruptions. SanMar's Eastpointe office is located near Seattle, WA and our standard working hours are 8:00-5:00 PST. Quarterly travel may be required.

What's the Short Version? The Supervisor, Credit demonstrates strong leadership, interpersonal, analytical, decision making and customer service skills and actively participates and communicates with the team-based work groups that make up the Credit department and SanMar. What Will You Be Doing? - Assist Team members with customer situations, discussing options, encouraging their participation and ownership in providing collaborative solutions to customers. - Provide timely feedback to staff, providing training and coaching to assist them with their growth and development. - Is available and approachable to staff, touches base weekly to provide direction and assistance to team members, supports their goals and is available for team member feedback. - Prepare and communicate regular performance evaluations including annual reviews with team members. - Maintain weekly awareness of team member’s metrics and performance standards, providing timely feedback as needed. - Provide aging reviews/feedback to staff, completing in a timely manner, within two weeks of receipt from the Q/A Team. - Manage risk by evaluating analysts decisions on applications to ensure they are following SanMar’s established guidelines. - Proactively review customer accounts and communicating with reps and analysts on a regular basis, providing feedback and suggestions. - Collaborate with customers to find a win-win solution recognizing opportunity for growth while recognizing signs of potential risk and taking steps to minimize loss to SanMar. - Perform other duties as assigned. - Comply with all policies and standards. What Are We Looking For? - Bachelor's Degree or equivalent experience - 4-6 years of experience in an Accounts Receivable department - Demonstrative of outstanding customer service skills and an understanding of SanMar’s commitment to customer service - High level of competency with PC and software applications - The ability to communicate effectively individually and leading a group - Must be able to work as part of a team, self-directed and with minimal supervision - Demonstrates strong negotiating and decision-making ability - Excellent verbal and written communication skills - Communicating with diplomacy and empathy and with the ability to diffuse stressful situations by demonstrating patience and understanding - Excellent time management skills - Demonstrates a positive and professional demeanor and approach What's Our Offer? Salary Range: You`ll earn between $32.56 - $43.27 (WA, NJ); $29.79 - $39.59 (MN, NV, TX, VA); $28.65 - $38.08 (AZ, ID, FL MT, OH) on an hourly basis, depending on experience. Bonus: You`ll be eligible for an annual discretionary bonus up to 10% of base salary. Paid Time Off: You`ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off. Additional Benefits: - Comprehensive medical, dental, and vision benefits - 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle - Life insurance - Short/long-term disability coverage - Paid maternity/paternity leave - Pet insurance What Should You Expect? Remote: While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Ability to work on computer for multiple hours with frequent interruptions. SanMar's Eastpointe office is located near Seattle, WA and our standard working hours are 7:00-4:00 PST. Quarterly travel may be required.

Role Description The Supervisor, Credit demonstrates strong leadership, interpersonal, analytical, decision making and customer service skills and actively participates and communicates with the team-based work groups that make up the Credit department and SanMar. - Assist Team members with customer situations, discussing options, encouraging their participation and ownership in providing collaborative solutions to customers. - Provide timely feedback to staff, providing training and coaching to assist them with their growth and development. - Is available and approachable to staff, touches base weekly to provide direction and assistance to team members, supports their goals and is available for team member feedback. - Prepare and communicate regular performance evaluations including annual reviews with team members. - Maintain weekly awareness of team member’s metrics and performance standards, providing timely feedback as needed. - Provide aging reviews/feedback to staff, completing in a timely manner, within two weeks of receipt from the Q/A Team. - Manage risk by evaluating analysts decisions on applications to ensure they are following SanMar’s established guidelines. - Proactively review customer accounts and communicating with reps and analysts on a regular basis, providing feedback and suggestions. - Collaborate with customers to find a win-win solution recognizing opportunity for growth while recognizing signs of potential risk and taking steps to minimize loss to SanMar. - Perform other duties as assigned. - Comply with all policies and standards. Qualifications - Bachelor's Degree or equivalent experience - 4-6 years of experience in an Accounts Receivable department - Demonstrative of outstanding customer service skills and an understanding of SanMar’s commitment to customer service - High level of competency with PC and software applications - The ability to communicate effectively individually and leading a group - Must be able to work as part of a team, self-directed and with minimal supervision - Demonstrates strong negotiating and decision-making ability - Excellent verbal and written communication skills - Communicating with diplomacy and empathy and with the ability to diffuse stressful situations by demonstrating patience and understanding - Excellent time management skills - Demonstrates a positive and professional demeanor and approach Benefits - Salary Range: You`ll earn between $32.56 - $43.27 (WA, NJ); $29.79 - $39.59 (MN, NV, TX, VA); $28.65 - $38.08 (AZ, ID, FL MT, OH) on an hourly basis, depending on experience. - Bonus: You`ll be eligible for an annual discretionary bonus up to 10% of base salary. - Paid Time Off: You`ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off. - Comprehensive medical, dental, and vision benefits - 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle - Life insurance - Short/long-term disability coverage - Paid maternity/paternity leave - Pet insurance Company Description SanMar's Eastpointe office is located near Seattle, WA and our standard working hours are 7:00-4:00 PST. Quarterly travel may be required.