Customer Service Representative

Job Title: Customer Service Representative (CSR) – Retail Operations

Job Summary

We are seeking a detail-oriented and proactive Customer Service Representative (CSR) to manage order processing, customer coordination, and issue resolution for key retail and e-commerce accounts. The ideal candidate will have strong experience handling order disruptions, EDI transactions, and working with major U.S. retail partners.

Shift Timing: Full-time, Monday-Friday (6:30pm-3:30am IST, aligned with east coast United States)

Location: Gurgaon, India (On-site)

Experience: 2-3 years

Key Responsibilities

• Manage end-to-end order lifecycle from order receipt to final delivery

• Handle order disruptions, delays, shortages, and customer escalations efficiently

• Coordinate with internal teams (production, logistics, warehouse) to ensure timely fulfillment

• Work closely with major U.S. retail distribution partners such as Bloomingdale's and Macy's

• Manage relationships with e-commerce retailers like ASOS and Zappos

• Process and monitor EDI transactions including Purchase Orders (PO), Advance Ship Notices (ASN), and Invoices

• Ensure compliance with retailer routing guides and vendor manuals

• Track shipments and provide regular status updates to customers

• Maintain accurate records in ERP/CRM systems

• Resolve discrepancies related to pricing, quantities, and shipments

• Support cross-functional communication to improve order accuracy and service levels

Key Skills & Competencies

• Strong understanding of retail supply chain and order management

• Hands-on experience with EDI systems and documentation (PO, ASN, Invoice)

• Excellent communication and problem-solving skills

• Ability to manage multiple accounts and prioritize tasks effectively

• High attention to detail and accuracy

• Proficiency in MS Excel and ERP systems

• Customer-focused mindset with the ability to handle pressure

Qualifications & Experience

• Bachelor's degree in Business, Supply Chain, or related field

• 2–5 years of experience in customer service/order management in apparel or retail industry

• Experience working with U.S. retailers and e-commerce platforms preferred

• Familiarity with vendor compliance requirements

Preferred Experience

• Exposure to international shipping and logistics

• Experience in garment/apparel export industry

• Knowledge of retail compliance standards and chargebacks

About Maxima Apparel

Maxima Apparel Corp is a leading collective of sportswear and licensed apparel brands. We specialize in delivering high-quality men's and women's licensed apparel, outerwear, and headwear. With a commitment to fast, agile manufacturing, we serve some of the biggest names in the business, ensuring top-tier quality, competitive pricing, and outstanding customer service.