What are the responsibilities and job description for the Customer Experience Specialist | Retail Store Operations position at OOBE Uniforms & Apparel, Inc?
Site Location: Greenville/Greer, SC
FLSA Classification: Non-Exempt
Reports To: Program Manager
Position Summary
The Store and Operations Specialist is a key role responsible for assisting the Program Manager in managing both storefront and operational responsibilities within the Uniform Store. This position will ensure the smooth operation of day-to-day functions, including proactive allotment follow-ups and fitting appointments scheduling, customer service, and operational support for the team. The ideal candidate will have strong communication skills, attention to detail, and a proactive approach to problem-solving, contributing to the overall success of the store and program support processes.
Position Responsibilities-Essential
Program Dedicated Responsibilities:
- Customer Allotment Communications: On a monthly basis, work with the BMW Program Manager to report and then communicate allotment levels and expirations to BMW personnel.
- Program Revenue Impact: Utilize the monthly reporting structure to enhance top line revenue and minimize expiring allotment amounts on a quarterly basis.
- Platform Management: Understand and effectively use Navision and Magento platforms to manage orders, customers, and inventory.
- Communication & Response: Respond promptly to voicemails, emails, and other inquiries sent to the BMW Store.
- Manual Order Assistance: Assist Program team with placing manual orders as required.
- Website Support: Provide support to employees navigating the BMW Uniform Store website, ensuring they can place orders efficiently.
- Order Review & Updates: Review orders daily for BMW and make necessary updates, notifying customers of any changes to their orders.
- Website Accuracy: Regularly review the BMW website to ensure information is up-to-date, accurate, and consistent.
- Program Support: Support the Program Manager's initiatives for day-to-day priorities and projects.
Uniform Store Responsibilities:
- Uniform Management: Ensure proper uniform fits for each customer and monitor uniform inventory levels.
- Order & Returns Processing: Oversee the accurate entry of all orders and returns into the system.
- Customer Service: Collaborate with OOBE's corporate customer service team.
- Fulfillment: Communicate with OOBE's Fulfillment Center to address order issues.
- Product Assistance: Answer product-related inquiries from employees and aid as needed.
- Problem Resolution: Go the extra mile to solve problems and assist associates with order concerns, uniform issues, and other needs.
- Training & Education: Ensure that both new hires and current employees understand the ordering process, allotment program, and uniform policies.
- Order Accuracy: Double-check orders for accuracy when processed by associates in the Uniform Store.
- Tracking and Compliance: Maintain an accurate tracking log to ensure employee satisfaction and compliance with OOBE policies.
- Timely Issue Resolution: Address any associate concerns in a timely and efficient manner.
Essential Skills and Experience
- Understands the 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