Account Representative

The Account Representative reports directly to the VP of Customer Experience and is responsible for adding value to initiatives, special projects, and the relational capital built for our strategically branded apparel customers. In this role, the Account Representative is customer-obsessed and dedicated to transforming customer expectations into innovative solutions that enhance satisfaction and strengthen engagement across corporate and management-level stakeholder relationships. Whether directly involved in storefront solutions, showcases, presentations, weekly communications, or managing reporting and transparency through customer hubs and portals, the Account Representative plays a hands-on role in servicing and nurturing key relationships to ensure a seamless and exceptional customer experience.

Communications and Relationship Responsibilities

• Be highly familiar with the current offerings of customer programs and have the ability to 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
• Coordinate and lead ongoing updates or conference calls with appropriate Program Partners to review current project progress and identify new projects for the programs
• Work closely with the internal VP Customer Experience 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 VP Customer Experience, 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
• Responsible for influencing the marketing and web strategy for all assigned Program Partners, to achieve sales and engagement goals with customers.
• Have a working knowledge of Microsoft Navision and be able to access item inventory, sales/usage data.
• Possess in depth 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 LPI/NPI stock and ensure accurate company and product information is shared online.
• Effectively communicate and coordinate with internal support staff to accomplish projects and goals.
• Remain familiar and up to date on the customer's industry and any relevant news or legislation that may have impact on their culture, business, and relationship to OOBE
• Willingness to adapt and capable at leading additional projects, service initiatives and directives as needed.

Special Projects

• Collaborate with clients to understand project goals, branding, and uniform requirements
• Develop and manage project timelines, budgets, and production schedules Coordinate with designers to ensure quality and consistency
• Oversee fitting sessions, sample approvals, and final deliveries
• Maintain accurate records of project progress and client communications
• Ensure all projects meet organizational standards and visual identity guidelines

Requirements:

• 5+ years of customer service, merchandising, sales, 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