Customer Experience Coordinator

Site Location : Greenville, SC FLSA Classification : Exempt

Reports To: CX Director | Partner Services Date: January 2025

• The CX Coordinator | Partner Services reports directly to the Director | Partner Services and is directly responsible for adding value to the initiatives, special projects and relational capital being built for our strategically branded apparel customers.
• As a CX Coordinator, their role is to work on a team of customer-obsessed individuals that are driven to see customer expectations turned into solutions that drive the overall satisfaction and engagement of our corporate and management level, stakeholder relationships.
• Whether being directly involved in storefront solutions, showcases, presentations, weekly cadence of communications and updates or responsible for managing reporting and transparency with customer hubs and portals, the partner services manager is called to servicing relationships directly.

• Coordinator Responsibilities:
  • Be highly familiar with the current products and services of assigned customer programs and can provide information, data, etc. to Corporate Contacts and Stakeholders, as needed
  • Possess in-depth knowledge of the inner working of the assigned customer relationship and program processes to ensure SLA standard level of performance and metrics, while maintaining surveys strategy to influence continuous improvement of systems to the benefit of OOBE and the customer
  • Create and maintain relevant program playbooks to catalog, capture and document processes and changes to customer service model processes
  • Respond to customer questions, emails, calls and inquiries from customers, and external contacts promptly
  • Coordinate and lead ongoing updates or conference calls with appropriate Program Partners to review current project progress and identify new projects for the programs and opportunities of growth within OOBE
  • Work closely with the internal Partner Services team, CX Director | Partner Services and external Program Partners to arrange for branch, base, site, and corporate office visits as required.
  • Provide tactical support to all CX personnel that report to the CX Director, ensuring timely direction, communication, and involvement in all aspects of client service and program operation
  • Work closely with CX leadership, development, sourcing, and design teams to offer new products and services to the customer based on an in-depth knowledge of their culture, needs and expectations
  • Work closely with the demand planning team internally to ensure proper levels of inventory as designated in each customer's contract and SLA expectations for core and optional apparel needs
  • Responsible for influencing the marketing and web strategy for all assigned Program Partners, to achieve sales and engagement goals with customers, based on sales forecasts and target level inventory positions
  • Have a working knowledge of Microsoft Navision and be able to access item inventory, sales/usage data.
  • Possess a working knowledge of reporting systems to manage and maintain inventory movements and sales forecasts with Microsoft Excel, JET reports and Microsoft Power BI reports.
  • Utilize OOBE's e-commerce systems and Creative support teams to drive marketing and communications strategies that achieve sales goals, drive activity around inventory reduction and ensure accurate company and product information is shared online.
  • Effectively communicate and coordinate with internal support staff to accomplish program projects and customer goals.
  • Remain familiar and up to date on the customer's industry and any relevant news or legislation that may impact company culture, business, and relationship to OOBE
  • Willingness to adapt and capable at leading additional internal or external projects, service initiatives and 2nd mile directives as needed.

• 2-5 years of customer service, merchandising, sales, project management, marketing, or related experience
• Possess a strong analytical background or foundation of knowledge
• Understands OOBE values and is willing to be accountable to them
• Strong written, interpersonal and data entry skills
• Time management and attention to detail
• High degree of willingness to serve others and exceed expectations
• Workload planning and teamwork
• Effective public speaking, phone/email communication and presentation skills
• Able to successfully work in a sometimes-stressful environment