Customer Experience Specialist 1

3 weeks ago

Bentonville, United States Outdoor Cap Company, Inc. Full time
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.

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