• Retail B2B Customer Experience Rep

    Job Locations US-NC-Winston-Salem
    Posted Date 3 weeks ago(11/28/2018 3:52 PM)
    Pos. Type
    Full Time Regular
    Pos. Category
    Retail Marketing Merchandising
    Due Date
    Location : Street
    1000 E Hanes Mill Road
    Location : Zip
  • Overview

    Responsible for understanding and solving escalated or more complex retail business partners (retailers) or potential retail partners issues by phone, email, or chat with an attention to detail. The primary purpose of this position is to respond quickly and accurately to retailers who sell Hanes product.


     A thorough understanding of the retailer B2B function is necessary to provide the customer service to the retailer partners and communicate their feedback the Hanes business. The assignments for this role will vary throughout a typical day with a level of urgency with an emphasis on resolving retailers’ inquiries or concerns.


    • Drive a positive relationship with B2B customers by making decisions regarding problem resolution. Know when to resolve problem immediately or when to search management intervention.
    • Provide reporting and make recommendations to Sr. Management regarding reoccurring customer issues and proposed process or system changes to resolve.
    • Maintain cross-functional relationships with Finance, Fraud, and order management teams to support the B2B customer and provide reporting.
    • Reach out to B2B customer when necessary to recovery past due or declined payments. This require tenacity and diplomacy/
    • Operate with a sense of urgency and professionalism to most effectively resolve and represent the Hanes brand to those partners that resell Hanes product.
    • Resolve complex issues by phone, email or chat and other channels directly from the retailer that requires extensive product knowledge, order status investigation, shipping inquiries and purchase order details.
    • Communicates with accurate information promptly with retails regarding refunds, cancelling orders, and credits that requires coordination with other departments and using multiple tools and applications.
    • Resolve retailer’s difficulties or complaints in an effective way using Hanes brand voice over various channels with strong written and verbal customer service soft skills with a sense of urgency.
    • Must be able to handle personal, sensitive, and confidential retailer (or potential retailer) information with discretion and document details with specificity in the case management system.
    • Understand how to prioritize multiple contacts for the most effective method to respond to high priority retailer inquiries. Understand when to escalate retailer issues or include other departments in the retailer resolution.
    • Ability to read, understand and communicate product specifications with working knowledge of the construction, manufacturing, functionality, and materials of the garment.
    • Using strong decision-making skills, propose brand building solutions to retailers with product returns, replacements or refunds and follows through on requests to the retailers’ satisfaction.
    • Manage contacts for potential product defects or issues and probes retailer to understand the complete nature of the potential quality concern with the highest ethical standards.
    • Handled escalated and potential brand damaging retailer contacts with the upmost urgency and care including special projects and case management reporting for the Legal, Marketing, Risk Management, and Quality departments. Must have strong soft skills to diffuse the most difficult situation and keep the retailer loyal to the Hanes brand.
    • Reach out to B2B customers via phone or email to build relationships or drive sales in support of specific marketing campaigns.


    Minimum Education and Experience Required: 

    • Must have the equivalent of high school diploma or GED.  Some college preferred
    • Minimum of 3 years of experience in a customer service environment or equivalent in a  call center or ecommerce contact center environment.
    • Ability to multi-task and  must be able to type a minimum of 35wpm.
    • Computer experience using multiple applications with Windows operating system.
    • Experience in working independently to manage escalated or high visibility retailer scenarios to resolution with good comprehension and decision making.
    • High level of Hanes product knowledge and the B2B retailer program. Prior experience working with retail business partners or an inside sales function is preferred

    To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status


    Equal Opportunity Employer/AA: Minorities/Females/Veterans/Disabled

    Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:  

    Telephone: 877.999.5553

    Email: HBI_TA@hanes.com


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