Consumer Relations Supervisor

Wolverine Worldwide

2d•Remote

About The Position

Wolverine World Wide, Inc. (NYSE:WWW) is one of the world’s leading designers, marketers, and licensors of footwear and apparel; It’s global footprint spans 170 countries and territories. The Company’s portfolio includes Merrell®, Saucony®, Sweaty Betty®, Hush Puppies®, Wolverine®, Chaco®, Bates®, HYTEST®, and Stride Rite®. The Company is also the global footwear licensee of brands Cat® and Harley-Davidson®. Wolverine Worldwide is driven by a Vision to Make. Every Day. Better. for its consumers, partners, communities, and shareholders. In 2025, the Company was recognized by Footwear News as Company of the Year, by Forbes as one of America’s Dream Employers, America’s Best Employers for Women, and America’s Best Employers for Company Culture, and by Inspiring Workplaces as one of the Most Inspiring Workplaces Globally. Wolverine Worldwide is a Certified™ Great Place To Work®. The Consumer Relations Supervisor is responsible for managing assigned consumer relations team members and functions. This position provides leadership and management with an emphasis on delivering an excellent consumer experience.

Requirements

Vocational degree or equivalent combination of education/experience.
2-3 years’ experience supervising a multi-branded consumer team in a direct-to-consumer organization.
Clear and professional communication is crucial for handling customer concerns and guiding team members.
Ability to quickly assess issues and find solutions ensures customer satisfaction.
Supervisors must motivate and support their team while maintaining high service standards.
Handling disputes with customers and employees in a fair and efficient manner is essential.
Ability to understand and manage emotions to build strong customer relationships and foster a positive work environment.
Familiarity with CRM tools helps track interactions and improve service quality.
Reviewing customer feedback and service metrics helps identify areas for improvement.

Responsibilities

Manage customer service representatives and provide guidance, training, and support.
Support management of daily operations including resource coverage, performance and timely resolution to consumer inquiries.
Manage customer interactions across various platforms (phone, email, social media) to enhance service efficiency.
Handle escalated complaints and ensure timely resolutions.
Participate in the talent lifecycle process, including recruiting, onboarding, training, development, performance management and succession planning.
Develop and implement policies to improve customer interactions.
Analyze customer feedback to identify areas for improvement.
Collaborate with other departments to enhance the customer experience.
Manage and monitor performance metrics to maintain service quality.
Performs duties consistent with the company’s AAP/EEO goals and policies.
Performs other duties as required/assigned by manager.