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Requisition Number 17-0405
Post Date 9/6/2017
Title Customer Experience Representative Part-time
City Red Wing
State MN
Description Take a look at the Red Wing Shoes video series.

Fit…It’s important in the shoes we make and in the people we hire. We have a long tradition (110 + years!) of making the most comfortable work and outdoor footwear. We’re poised for increased growth and we’re searching for some of the most talented professionals who will walk the exciting road with us.
It’s entrepreneurial spirit that started Red Wing Shoe Company and that same spirit spills out from our offices and facilities every day. We respect where we started and embrace new ideas that make us competitive in a global economy. We like to think outside the (shoe) box and value ideas and contributors who do the same. Is it time to try on something bigger where you'll have some room to grow?

Try this on for size:
We are looking for a Part time Customer Experience Rep to provide our U.S. Work and Hunt retail partners with exceptional customer service. Serve as primary contact for retail partners calling by phone to place orders and track shipments. This position will work up to 29 hours per week including Saturday hours. Hours are as follows: Monday - 9:00am -5:00pm, Tuesday, Wednesday - OFF, Thursday - 9:30-5:00 - Friday - 8:30am - 5:00pm, Saturday - 9:00am-4:00pm every 3rd Saturday (When not working Saturday, Wednesday hours are 10:00am - 5:00pm) *Hours subject to change.

ESSENTIAL DUTIES and RESPONSIBILITIES:
• Provide personalized, professional service to retailers contacting us by phone
• Enter orders received by phone
• Recommend additional or alternative products when appropriate
• Maintain account information by verifying retailers’ names, addresses, and contact information at time of order entry
• Provide information on product availability, technical specifications, and warranty
• Maintain knowledge of all product and advertising items in order to answer retailer inquiries and assist them in developing solutions for their consumers
• Track orders as requested by retailers
• Provide answers to retailers on shipping discrepancies by working with the Shipping Support Specialist
• Send copies of invoices, information on backorders, shoe search information, order confirmations as requested by retailers

OTHER DUTIES AND RESPONSIBILITIES
• Obtain necessary information by maintaining knowledge of RWSC’s electronic communication software.
• Maintain quality service by establishing, following, and enforcing organization quality system standards.
• Obtain knowledge of RWSC products and intended uses.
• Uphold Red Wing Shoe Company’s core values.
• Complete other duties as assigned from time to time by your manager.
• Maintain technical knowledge by attending educational workshops, classes or programs.
• Conduct self according to RWSC policies/Handbook.

CUSTOMERS:
Internal: Customer Experience, Work/Hunt/Retail staff, Logistics, Purchasing/Scheduling, Finance, Marketing
External: U.S. Retailers

Requirements EDUCATION and EXPERIENCE:
Associate’s degree (A.A.) or equivalent from two-year college or technical school and six months to one year related experience/training; or equivalent combination of education and experience. Experience must be related to customer service.

ADDITIONAL DESIRABLE QUALIFICATIONS:
• Drive for excellence in service
• Ability to build professional working relationships over the phone
• Strong communication and interpersonal skills
• Fast and accurate 10 key skills
• Experience in order entry
• Knowledge of Red Wing Shoe Company product offerings

PHYSICAL DEMANDS:
Office environment that consists of extensive sitting, typing, talking, and listening.

WORK ENVIRONMENT:
Call center environment with a high level of noise due to several team members answering calls. Fast pace during peak times. Occasional calls from dissatisfied customers.

Red Wing Shoe Company will not be using recruitment agencies or firms to fill this position and we will not accept unsolicited resumes or candidate information. No agency calls please.
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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