CX Specialist

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 better
Benefits
We offer a comprehensive benefits package designed to support you both professionally and personally, including:
Medical, dental, and vision insurance
Life and disability coverage
401(k) retirement savings plan
Tuition reimbursement
Employee Assistance Program (EAP)
Flexible Spending Accounts (FSAs)
And many additional employee benefits
What 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 Navision
Exhibit oft-needed high degree of patience while working with customers via phone, email, live chat, or face to face
Set up a new customer accounts in ERP
Generate daily sales, returns & shipment reports and process returns in ERP
Generate back-order report and troubleshoot issues
Generate data for scorecard reports for specified customers and OOBE
Generate data needed for evaluating testing of items and other program related projects
Work and communicate with fulfillment personnel, and or FedEx to resolve any issues regarding the inventory and/or shipping and delivery of our product
Work and communicate with third-party value-added services (VAS) providers to resolve any issues regarding the correct embellishment and/or shipping of our product
Daily review of OOBE customer service “Exception Reporting” for any potential order issues that would result in an order being delayed to our customer
Attend new apparel program meetings as appropriate
Notify appropriate management of any issues or situations that are candidates to be addressed by a member of management
Provide additional support to Customer Experience Team as needed
Back up to cover the Front Desk as needed
Cover Hospitality team duties as assigned
Skills 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 skills
Understands the OOBE values and is willing to be accountable to them
Strong written, interpersonal and data entry skills
Listening with ability to discern root causes
Time management and attention to detail
High degree of willingness to serve others and exceed expectations
Workload organized planning and teamwork
Effective public speaking, phone, email communication and presentation skills
Able to successfully work in a sometimes-stressful environment
Associates degree, or equivalent experience, is preferred, but not required
Previous experience with success in customer services type roles is preferred, but not required
Successful 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