Customer Experience Specialist 1

Outdoor Cap has been servicing the needs of the headwear industry for 45 years and is one of the world’s largest companies focused on business-to-business sourcing and manufacturing headwear. With customers in retail, team sports, golf, promotional products and more, working at Outdoor Cap is an opportunity to be part of a growing business building amazing products for some of the world’s greatest brands and companies.

The Customer Experience Specialist I provides exceptional customer service with honesty and integrity to all internal and external Outdoor Cap customers.

Essential Duties & Responsibilities

• Serves Outdoor Cap customers by answering questions, resolving issues, and taking orders by phone, fax, email, or web.
• Regularly calculates figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume efficiently.
• Routinely applies common sense understanding to carry out instructions and to deal with problems involving several variables in standardized situations.
• Performs well in a fast-paced environment and with a mission of serving customers.
• Serves as liaison between the customer and various departments.
• Interacts with customers to provide information in response to inquiries about products or services and to handle and resolve complaints.
• Interacts confidently and professionally selling all headwear lines in a professional manner.
• Interacts positively with customers and coworkers under heavy workload with constant interruptions.
• Constantly accesses information on the computer while talking with customers.
• Maintains constant phone coverage along with customer follow-up, problem solving customer concerns, shipping concerns and order inquiries, along with assigned clerical support.
• Tracks, manages & enters customer orders into Exenta as needed.
• Must be present and working during the hours of 7a-4p, 8a-5p or 9a-6p. Flexibility of shift may be possible during slow season.
• Upholds Outdoor Cap's values of acting with integrity; working together as a team; treating each other with respect.

Skills & Competencies

• Demonstrates proficiency in basic computer knowledge using Outlook, Word, and Excel.
• Above average typing and ten-key capabilities.
• Excellent communication skills (written and verbal) and has problem solving abilities.
• Must be able to multi-task efficiently.
• Prides themselves on their professionalism, should be outgoing, personable, and a good conversationalist.
• Treats others with respect and work well within their team.

Education & Qualifications

• Education High School Diploma/GED or equivalent years of experience
• Experience 1-3 years customer service or business administration
• Supervisory No direct reports

Physical & Mental Requirements

• The person in this position frequently communicates with customers and must be able to exchange accurate information and engage in conflict resolution strategies when needed.
• Must be able to remain in a stationary position (seated) 80% of the day and occasionally reach, bend, and move inside the office to access files and product.
• Required to have close visual acuity to perform computer tasks and operate other office machinery.
• Able to hear and effectively communicate with peers.
• Able to hear a telephone ring.
• Able to move 10-20 lbs. occasionally throughout the day.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.