JOB SUMMARY

The Customer Experience & Pricing Coordinator is responsible for coordinating customer service activities, developing accurate product pricing and quotations, supporting order management, and serving as the primary communication liaison between customers, production staff, vendors, and NYSID. The Customer Experience & Pricing Coordinator manages the customer experience from initial inquiry through order completion, ensuring exceptional service, pricing accuracy, timely communication, and efficient coordination of production requirements. This position collaborates closely with production, graphics, purchasing, and management to ensure customer expectations are met while supporting the financial sustainability and mission of Stitched INK. The position supports Stitched INK's mission of providing meaningful employment opportunities for individuals with intellectual and developmental disabilities (IDD) by fostering positive customer relationships that contribute to business growth and expanded employment opportunities.

ESSENTIAL JOB FUNCTIONS

Regulatory & Administrative Responsibilities Maintain compliance with agency policies, NYSID requirements, purchasing procedures, and customer confidentiality standards. Participate in staff meetings, training activities, and continuous improvement initiatives. Perform other duties as assigned in support of Stitched INK operations. Financial & Administrative Support Assist with pricing analysis, profitability reviews, and sales reporting. Maintain pricing consistency while supporting organizational financial objectives. Analyze historical pricing, purchasing trends, and customer ordering patterns to improve quoting efficiency. Assist management with special projects, operational reporting, and continuous improvement initiatives. Person Centered Services Maintain working knowledge of agency person centered initiatives and standards. Respect individual's rights to privacy and confidentiality by appropriate use of written and verbal communications. Work collaboratively with others. Customer Service & Account Coordination Serve as the primary point of contact for customer inquiries regarding products, pricing, order status, delivery schedules, and general customer service needs. Build and maintain professional relationships with customers through responsive communication and exceptional service. Coordinate customer orders from initial inquiry through production and final delivery. Ensure customer specifications, artwork approvals, garment selections, and order details are complete and accurately communicated to production staff. Proactively communicate order status, production updates, shipping information, and any changes affecting customer expectations. Resolve customer concerns, complaints, and service issues using sound judgment while maintaining positive customer relationships. Coordinate rework, replacement orders, credits, or other corrective actions when necessary. Pricing & Quotation Administration Prepare accurate quotations for screen printing, embroidery, direct-to-film (DTF), heat transfer, promotional products, and related services. Analyze garment costs, labor requirements, decoration methods, setup charges, freight, and other production variables to develop competitive and profitable pricing. Exercise discretion in selecting appropriate production methods and pricing strategies based on customer requirements, production capacity, and business objectives. Maintain pricing databases, costing worksheets, standard pricing templates, and customer pricing agreements. Assist management with periodic pricing reviews and recommend pricing adjustments based on changes in labor costs, vendor pricing, tariffs, freight, or production efficiencies. Order Coordination & Production Support Review customer orders for completeness and accuracy prior to production. Coordinate production schedules with Operations, Graphics, Purchasing, and Production personnel to ensure customer deadlines are achieved. Monitor order progress and identify potential production delays or conflicts. Facilitate communication between departments to resolve scheduling, artwork, inventory, or production issues. Maintain accurate customer order documentation and production records within agency systems. NYSID & Storefront Administration Serve as the liaison with NYSID regarding Preferred Source pricing requests, customer inquiries, product approvals, and pricing updates. Coordinate pricing submissions and revisions for NYSID contract customers. Assist in maintaining online storefronts by coordinating product additions, pricing updates, inventory changes, and customer communications. Support OrderMyGear (OMG) storefront administration and customer service activities. Customer Relationship Management Develop long-term relationships with customers that promote repeat business and customer retention. Identify opportunities to expand customer purchasing through additional products or services. Support sales initiatives by providing timely quotations, product recommendations, and responsive follow-up. Maintain accurate customer records, contact information, pricing history, and communication logs. This position coordinates information flow between customers and production departments to ensure accurate order execution and timely delivery. This position serves as the primary customer service representative for assigned customer accounts and exercises independent judgment in resolving customer concerns, coordinating orders, and determining appropriate customer communications. Mission Integration Support the mission of Stitched INK by providing outstanding customer service that contributes to business growth and expanded employment opportunities for individuals with IDD. Promote inclusive employment by fostering positive customer experiences that strengthen long-term business partnerships. Collaborate with agency staff to ensure customer expectations are balanced with Stitched INK's social enterprise mission. Physical Plant and Safety Ensure any safety concerns and hazards observed are reported immediately, to ensure the safety and welfare of all people served and associates. Model and enforce agency policies and procedures related to safety Contact with Others Ensure all internal and external communications are professional, respectful, and aligned with agency mission, vision, and values. Represent Stitched INK at various community events. Cultivate and expand strategic, strong & resilient relationships with key stakeholders, service and funding partners to ensure effective service coordination & collaborative solution-building. Actively participates in all virtual meetings with the camera on to promote effective communication and team collaboration.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of apparel decoration methods including screen printing, embroidery, DTF, heat transfer, and promotional products. Strong understanding of pricing principles, costing methodologies, and customer service best practices. Excellent verbal and written communication skills. Strong organizational skills with the ability to manage multiple priorities simultaneously. Ability to analyze information, solve problems, and exercise sound judgment independently. Proficiency with Microsoft Office and order management or CRM software. Ability to develop positive customer relationships while balancing customer expectations with operational capabilities. Must exercise independent judgment and discretion in matters related to customer service, pricing methodologies, quote preparation, order coordination, and problem resolution. Must exercise discretion in preparing quotations, interpreting pricing methodologies, recommending pricing adjustments, and maintaining pricing consistency. Significant pricing exceptions or deviations from established pricing policies are reviewed with the Vice President of Business Operations. Understand all associates are mandated reporters.

EDUCATION AND EXPERIENCE

Associate's degree in Business, Marketing, Customer Service, or a related field preferred; equivalent education and experience considered. Minimum of three (3) years of progressively responsible customer service, sales support, estimating, pricing, or order management experience. Experience in apparel decoration, manufacturing, printing, promotional products, or related industries preferred. Experience working in a mission-driven or nonprofit environment and with individuals with IDD is preferred.

ADDITIONAL QUALIFICATIONS

Valid driver's license and acceptable driving record. Demonstrated ability to exercise sound judgment, maintain confidentiality, and work independently. Strong attention to detail with a commitment to customer satisfaction and organizational excellence. Please note this job description is not designed to cover or contain a comprehensive listing of job functions, duties or responsibilities that are required of the employee for this job. 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