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Job Location: Red Wing, MN
Requisition Number: 17-0384
Post Date: 8/25/2017
Title: Consumer Specialist
City: Red Wing
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We are looking for a Consumer Specialist to deliver remarkable customer service to our consumers or dealers who make inquiries about our products and services or who purchase our product online. Ensure that issues or concerns are handled promptly and thoroughly through verbal or written communication.
ESSENTIAL DUTIES and RESPONSIBILITIES:
Provide our consumers with a WOW experience by providing friendly, knowledgeable Customer Service that exceeds their expectations.
Resolve consumer concerns by developing a solution that leaves the consumer feeling satisfied with the outcome.
Assist consumers with questions regarding ordering, order status, product selection, shipping/returns of online purchases.
Educate consumers about product and services and recommend the appropriate product solution.
Receive, answer, and resolve consumer/dealer concerns and/or inquiries via phone, e-mail, written correspondence, web forms and chat.
Direct consumers to their nearest store or online retailer to facilitate sales.
Log consumer cases into Salesforce.com.
Escalate Product Quality concerns from dealers and consumers through Salesforce.com.
OTHER DUTIES AND RESPONSIBILITIES:
Obtain necessary information by maintaining knowledge of RWSCs electronic communication software.
Maintain remarkable service by establishing, following, and enforcing organization quality system standards.
Uphold Red Wing Shoe Companys 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.
Internal: Product Managers, Company Field Personnel, Supply Chain, Marketing Communications, Credit,
External: Dealers, Consumers
Requirements EDUCATION and EXPERIENCE:
Associates degree (A.A.) or equivalent from two-year college or technical school and one to three years related experience/training; or equivalent combination of education and experience. Experience must be related to customer service.
ADDITIONAL DESIRABLE QUALIFICATIONS
Experience working in the ecommerce channel
Significant Knowledge of product offerings
Proficient use of Word, Excel, Outlook, Internet, Salesforce.com, Serenade, chat and order systems.
Analytical thinking skills.
Excellent oral and written communication skills.
Customer service driven.
Good interpersonal skills and the ability to work in a team environment.
Must be able to relate to all different types of people from different cultures and backgrounds. They must establish trust between customers and the company, and must give the impression of sincerity, empathy and willingness to serve the customer.
Office environment that consists of extensive sitting, keyboarding and extensive amount of time spent on phone calls.
Will be required to work Saturdays and flex hours during the week and holidays. Occasional overtime required. 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. #CB
- 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)
E-Verify Right To Work
A good fit is about more than just being able to wiggle your big toe. At Red Wing Shoe Company we're looking for a great overall fit for our team.
Red Wing Shoe Company is an Equal Opportunity Employer
RWSC Inc. does not accept unsolicited resumes. Therefore, unless a search firm or recruiter has a current, written contractual agreement with RWSC Inc., resumes received from search firms or recruiters will be considered unsolicited and will be retained, used, or deleted, in each case without obligation to any party.