CX Specialist
Workwear Outfitters, Greenville, SC, United States
Workwear Outfitters has a strong legacy of building innovative and authentic market-right products and is a leading supplier of work apparel and footwear for diverse occupations in industries such as automotive, manufacturing, oil and gas, utilities, government, food services, telecommunications, hospitality, and many more. Workwear Outfitters is based in Nashville, Tennessee with over $800 million in sales and we employ more than 5,800 people in facilities spanning the globe.
Brands under the Workwear Outfitters umbrella include Red Kap, Bulwark, Image Authority, Kodiak, Terra, Liberty , Work Authority, Workrite Fire Service, Chef Designs, and Horace Small. Workwear Outfitters 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"
Major benefits include medical, vision and dental, Life and Disability coverage.
Other benefits included: 401K, Tuition reimbursement, Employee Assistance Program, Flexible Spending Accounts, and many others.
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
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
Skills for Success:
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
Candidate must demonstrate proficiency in Microsoft Excel and Word
This position may also have a travel expectation of 5 -10% as needed
Third party references indicative of successful past and potential employment are required
Brands under the Workwear Outfitters umbrella include Red Kap, Bulwark, Image Authority, Kodiak, Terra, Liberty , Work Authority, Workrite Fire Service, Chef Designs, and Horace Small. Workwear Outfitters 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"
Major benefits include medical, vision and dental, Life and Disability coverage.
Other benefits included: 401K, Tuition reimbursement, Employee Assistance Program, Flexible Spending Accounts, and many others.
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
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
Skills for Success:
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
Candidate must demonstrate proficiency in Microsoft Excel and Word
This position may also have a travel expectation of 5 -10% as needed
Third party references indicative of successful past and potential employment are required