Job Details

Site Location: Greenville, SC FLSA Classification: Exempt

Position Summary

• Manages the C4 Department in providing quality metrics, training, support, leadership and direction within the department.
• Proposes/conducts training events, communicates technology needs, service enhancements needed and necessary budget items
• Manages expenses and assets within the department.
• Conducts interviews and selects candidates for hire for the department.
• Creates and conducts regular coaching events and performance evaluations within the department while recommending pay raises and other rewards as appropriate.
• Develops associates professionally and personally as ambassadors of the OOBE brand.
• Maintain all C4 service levels and OOBE standards.
• Support and assist our customers as a part of OOBE's C4 (Concierge, Class, Customer & Care) department and assist with special projects to improve performance within OOBE. This full-time, salaried position provides a high level of customer care via both phones and media – live chats and emails.
• Communicate with all program management teams, relaying reviews on how OOBE products are doing in their markets.
• Ensure C4 team is kept informed of any upcoming specials, discounts or promotions that Program Management will be participating in.

Position Responsibilities-Essential

• Assists in the training of new hires within the department and provide regular updates regarding each one's progress.
• Create, update and maintain the C4 Department metrics for internal and external presentation.
• Ensure the department's Podio communication and project system is maintained and up to date at all times.
• Review new program requirements and changes to existing programs and develop processes and procedures to ensure OOBE compliance with each.
• Monitor the C4 Team's interactions with customers to ensure OOBE standards are met or exceeded.
• Ensure the proper entry, shipment, and invoicing of all customer orders and returns via an in-depth working knowledge of our ERP system.
• Exhibit high degree of patience while working with customers via phone/email/live chat or face to face
• Support set up a new account/customer using our ERP System
• Strong Data Entry
• Process returns
• Generate Daily sales, returns & shipment reports
• 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/Communicate with OOBE Fulfillment, 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 any apparel program meetings as appropriate.
• Provide additional support to Program Directors/Coordinators as needed for special projects, large customer events, etc.
• Special projects for Director or Programs as needed. For example, leading in strategic initiatives such as Podio and the SYNC Project.

• Frequent communication with CX Leaders and OOBE leadership regarding customer feedback and service. Work with those same leaders to provide solutions and maintain best in class customer care.

Essential Skills and Experience

• Proven track record of positive leadership and mentoring.
• Ability to analyze and interpret financial statistics, budget information and other data and produce relevant reports in Microsoft Excel
• Understands the OOBE values and is willing to be accountable to them
• Strong listening, verbal, written, interpersonal and data entry skills
• Listening with ability to discern root causes
• Time management and attention to detail
• Basic accounting skills
• 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 and lead in a sometimes-stressful environment

Beneficial Skills and Experience

A Bachelor's degree, or equivalent experience, is preferred but not required. Previous experience with success in customer services type roles and event/project management is also preferred but not required. Successful candidates will possess an effective analytical foundation with an understanding of the principles of customer service and external communications. The candidate must demonstrate strong proficiency in Microsoft Excel and Word. Experience with Customer Service-based software such as CallSweet Live is a plus. 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.