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Requisition Number 18-0126
Post Date 5/29/2018
Title Customer Experience Manager – Outfitters
City Red Wing
State MN
Description Take a look at the Red Wing Shoes video series.

GENERAL PURPOSE OF JOB:
Thorough management of a team of representatives dedicated to providing remarkable service to our customers. The Outfitters team serves as primary contact for International and DTI customers and participates in all aspects of account management including primarily order fulfillment (order processing, scheduling/purchasing, warehousing, transportation) and secondarily marketing, sales, credit, advertising, and product development.

ESSENTIAL DUTIES and RESPONSIBILITIES:
• Ensure accounts have the highest level of customer care by developing a staff of strong Global Customer Experience Representatives who are responsible for the order fulfillment process (order accuracy, monitoring delivery, proactive communication with customers and sales force, ensuring contractual obligations are communicated and fulfilled) for their accounts. Develop effective, efficient processes for management of International and DTI accounts. Work closely with cross functional teams to improve processes and system tools to gain efficiencies and accuracies.
• Ensure Global Customer Experience Teams fulfills all obligations associated with the conditions of the contracts sold to promote customer satisfaction and minimize non-compliance penalties to RWSC.
• Maintain close communications with Marketing, Sales, Credit, Advertising, Product Development, Scheduling, Purchasing, Transportation, Warehousing, Accounts Receivable, Information Technology and all internal customers as related to International Customers and DTI and the fulfillment of those relationships.
• Create an environment of accountability and responsibility that will encourage employees to provide our customers with the one-stop, solutions-based service they expect.
• Manage talent:
o Manage assigned staff and/or project teams in compliance with RW Human Resources policies and procedures including recruiting, hiring, onboarding, ongoing performance management, salary and incentive administration, communication, coaching, team building, compliance, and terminations (voluntary or involuntary).
o Promote learning and development initiatives to ensure new staff and tenured staff are enabled to perform his/her responsibilities, to schedule and monitor completion of required RW training programs, to build competencies that enable career development, to inspire sharing of knowledge and expertise through formal and informal channels, and to collaborate on succession planning.
o Build and sustain high employee morale
o Ensure a safe, secure, and legal work environment
o Be a positive change manager/leader that engages staff to embrace our changing environment.

OTHER DUTIES AND RESPONSIBILITIES:
• Maintain quality service by establishing, following, and enforcing organization quality system standards.
• 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, Business Unit and Sales Staff, Brand Teams, Supply, Chain, Manufacturing, Logistics, Purchasing/Scheduling, Multichannel, HR, Demand Planning, IT, Finance, Marketing

External: Distributors, Consumers, Key Customers (Buyers, Accounts Payable, Transportation, Warehousing Staff)
Requirements EDUCATION and EXPERIENCE:
Bachelor’s degree (B.A./B.S.) from four-year college or university and five years related experience/training; or equivalent combination of education and experience.

ADDITIONAL DESIRABLE QUALIFICATIONS:
• Experience with a broad range of information systems (ERP, CRM, reporting tools, other)
• Experience of supporting diversity / multicultural customers and teams.
• Ability to handle non-routine responsibilities and constantly changing business conditions.
• Ability to create and maintain a team environment of creativity, responsibility, accountability.
• Knowledge of RWSC products and intended uses.
• Leadership skills.
• Excellent organizational skills.
• Advanced knowledge of Microsoft Office Suite products.
• Passionate about delivering remarkable customer experiences globally.
• Thrives in challenging and fast paced environment.
• Ability to build professional working relationships globally
• Excellent communication and interpersonal skills
• Exceptional attention to detail and accuracy
• Proven success in process improvement initiatives
• Analytical and problem-solving skills
• Experience in Export Compliance and shipping processes.

REQUIRED LICENSES OR CERTIFICATES:
Valid passport

WORK ENVIRONMENT:
Primarily office environment. Occasional travel that could involve weekends. Fast pace during peak times, which require skills to handle multiple tasks and the ability to prioritize. Dealing with irate and sometimes abusive consumers.


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.

Red Wing Shoe Company, Inc. is a drug-free workplace.
  • 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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