CX Specialist

Workwear Outfitters•Greenville, SC

About The Position

OOBE, an apparel design company and division of Workwear Outfitters, is seeking a CX Specialist to support customers within its C4 department (Concierge, Class, & Customer Care) and assist with special projects that improve OOBE’s performance. The role plans and executes activities and tasks that affect key performance indicators. It may involve travel of 5–10% as needed.

Requirements

Ability to analyze and interpret financial statistics and other data, and produce relevant reports in Microsoft Excel.
Basic understanding of accounting skills.
Strong written, interpersonal, and data-entry skills.
Ability to listen and discern root causes.
Time-management skills and attention to detail.
Willingness to serve others and exceed expectations.
Ability to organize workload, plan, and work as part of a team.
Effective public-speaking, phone, email, and presentation skills.
Ability to work successfully in a sometimes-stressful environment.
Effective analytical foundation and understanding of customer-service principles and external communications.

Nice To Haves

Associate degree or equivalent experience; preferred but not required.
Previous successful experience in customer-service roles; preferred but not required.

Responsibilities

Ensure customer orders and returns are correctly entered, shipped, and invoiced, using working knowledge of Navision.
Assist customers by phone, email, live chat, or face to face, exercising patience and providing service.
Set up new customer accounts in the ERP system.
Generate daily sales, returns, and shipment reports, and process returns in the ERP system.
Generate back-order reports and troubleshoot related issues.
Generate data for scorecard reports for specified customers and OOBE.
Generate data for item testing evaluations and other program-related projects.
Communicate with fulfillment personnel and/or FedEx to resolve inventory, shipping, and delivery issues.
Communicate with third-party value-added services providers to resolve product embellishment or shipping issues.
Review OOBE customer service exception reports daily for order issues that could delay delivery to customers.
Attend new apparel program meetings as appropriate.
Notify appropriate management of issues or situations that should be addressed by management.
Provide additional support to the Customer Experience Team as needed.
Back up the Front Desk as needed.
Cover Hospitality team duties as assigned.