Job Details

Site Location: Greenville, SC FLSA Classification: Exempt

Reports To: CX Director | C4 Date: February 2025

Position Summary

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.

Position Responsibilities-Essential

• 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
• Other duties as assigned - Assigned and not limited to:

Essential Skills and Experience

• 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

Beneficial Skills and Experience

• 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