CX Specialist

Workwear Outfitters•Greenville, SC

About The Position

OOBE is an apparel design company based in Greenville, South Carolina, specializing in custom branded apparel programs and elevated everyday performance apparel. As part of Workwear Outfitters, OOBE works with respected brands to design, develop, and deliver apparel. Workwear Outfitters employs over 5,800 people worldwide and serves industries including manufacturing, automotive, hospitality, government, food service, and utilities. The CX Specialist supports customers as part of OOBE's C4 department (Concierge, Class, & Customer Care) and assists with special projects to improve OOBE's performance. The role plans and executes activities and tasks that affect key performance indicators. It may include 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.
Listening skills and ability to discern root causes.
Time management 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 communication, and presentation skills.
Ability to work successfully in a sometimes-stressful environment.
An 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-type roles preferred, but not required.

Responsibilities

Ensure proper entry, shipment, and invoicing of customer orders and returns using Navision.
Assist customers by phone, email, live chat, or face to face, demonstrating patience.
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 issues.
Generate data for scorecard reports for specified customers and OOBE.
Generate data needed to evaluate item testing and other program-related projects.
Coordinate with fulfillment personnel and/or FedEx to resolve inventory, shipping, and delivery issues.
Coordinate with third-party value-added services (VAS) providers to resolve product embellishment and shipping issues.
Review OOBE customer service Exception Reporting daily for potential 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.
Travel 5–10% as needed.