CX Specialist

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