CX Specialist

OOBE Apparel Design Group, Inc.; Greenville (SC); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

401(k) retirement savings plan

Tuition reimbursement

Employee Assistance Program (EAP)

Flexible Spending Accounts (FSAs)

Job summary

OOBE Apparel Design Group, Inc. in Greenville, SC is seeking a Customer Experience Specialist to support customers in the C4 department, handling orders, returns, and inquiries by phone, email, live chat, or in person.

You will generate reports, assist with ERP/Navision tasks, coordinate with fulfillment and logistics, and help with special projects to improve performance while upholding OOBE values.

Qualifications

• Associates degree or equivalent experience preferred but not required.
• Experience in customer services roles is preferred.
• Strong analytical foundation with understanding of customer service & external communications.

Responsibilities

• Ensure proper entry, shipment, and invoicing of customer orders and returns.
• Set up new customer accounts in ERP.
• Generate daily sales, returns & shipment reports and process returns in ERP.
• Coordinate with fulfillment personnel and FedEx to resolve inventory/shipping issues.
• Attend new apparel program meetings as appropriate.
• Provide support to Customer Experience Team and back up Front Desk as needed.
• Support hospitality duties as assigned.

Skills

Customer service

Excel

Data analysis

Public speaking

Attention to detail

Time management

Interpersonal skills

Teamwork

Adaptability

Travel 5-10%

Education

Associates degree or equivalent experience

Tools

Navision ERP

Job description

OOBE is an apparel design company based in Greenville, South Carolina, specializing in custom branded apparel programs and elevated everyday performance apparel. For more than two decades, we've partnered with some of the world's most respected brands to design, develop, and deliver thoughtfully crafted apparel that reflects their identity and supports their people. Our team is driven by creativity, collaboration, and a commitment to exceptional quality.OOBE, a division of Workwear Outfitters, is a leading provider of work apparel and footwear serving industries including manufacturing, automotive, hospitality, government, food service, utilities, and more. Headquartered in Nashville, Tennessee, Workwear Outfitters employs over 5,800 people worldwide.The Workwear Outfitters family includes trusted brands such as Red Kap, Bulwark, Image Authority, Kodiak, Terra, Liberty, Work Authority, Workrite Fire Service, Chef Designs, Horace Small, Criticore, and OOBE. The company is also the exclusive licensee for Dickies apparel in the B2B channel.Our Purpose: We champion and empower workers who make our world work betterBenefitsWe offer a comprehensive benefits package designed to support you both professionally and personally, including:Medical, dental, and vision insuranceLife and disability coverage401(k) retirement savings planTuition reimbursementEmployee Assistance Program (EAP)Flexible Spending Accounts (FSAs)And many additional employee benefitsWhat You Will Do as a CX Specialist:Support and assist our customers as part of OOBE's C4 department (Concierge, Class, & Customer Care) and assist with special projects to improve performance within OOBE. As a Customer Experience (CX) Specialist, you'll have responsibility for planning and executing a number of activities, tasks, and outcomes that impact several key performance indicators within OOBE.How You Will Make a Difference:Ensure the proper entry, shipment, and invoicing of all customer orders and returns via an in-depth working knowledge of NavisionExhibit oft-needed high degree of patience while working with customers via phone, email, live chat, or face to faceSet up a new customer accounts in ERPGenerate daily sales, returns & shipment reports and process returns in ERPGenerate back-order report and troubleshoot issuesGenerate data for scorecard reports for specified customers and OOBEGenerate data needed for evaluating testing of items and other program related projectsWork and communicate with fulfillment personnel, and or FedEx to resolve any issues regarding the inventory and/or shipping and delivery of our productWork and communicate with third-party value-added services (VAS) providers to resolve any issues regarding the correct embellishment and/or shipping of our productDaily review of OOBE customer service “Exception Reporting” for any potential order issues that would result in an order being delayed to our customerAttend new apparel program meetings as appropriateNotify appropriate management of any issues or situations that are candidates to be addressed by a member of managementProvide additional support to Customer Experience Team as neededBack up to cover the Front Desk as neededCover Hospitality team duties as assignedSkills for Success:Ability to analyze and interpret financial statistics and other data and produce relevant reports in Microsoft Excel with a basic understanding of accounting skillsUnderstands the OOBE values and is willing to be accountable to themStrong written, interpersonal and data entry skillsListening with ability to discern root causesTime management and attention to detailHigh degree of willingness to serve others and exceed expectationsWorkload organized planning and teamworkEffective public speaking, phone, email communication and presentation skillsAble to successfully work in a sometimes-stressful environmentAssociates degree, or equivalent experience, is preferred, but not requiredPrevious experience with success in customer services type roles is preferred, but not requiredSuccessful candidates will possess an effective analytical foundation with an understanding of the principles of customer service and external communications.This position may also have a travel expectation of 5 -10% as needed