Direct to Consumer Specialist

Red Wing Shoe Company•Red Wing, MN

7h•$38,800 - $50,500•Remote

About The Position

This role is fully remote and operates within U.S. Central Time (CT) business hours, giving you the flexibility to work from any state where the company is authorized to conduct business and employ workers. There may be Infrequent travel to corporate headquarters in Red Wing, MN for “Moments that Matter.” At Red Wing, regardless of working in roles that are fully remote, onsite, or hybrid, what matters most is working together, staying connected, and putting care into everything we do. About the Role As a Customer Experience Specialist, you will serve as a key point of contact for our consumers and retail partners, delivering exceptional service and creating positive customer experiences with every interaction. This role is ideal for someone who enjoys helping others, solving problems, and building relationships through clear, professional communication. In this fast-paced, high-volume customer contact environment, you will manage inquiries, process orders, resolve routine issues, and ensure customers receive timely and accurate support. More complex concerns will be escalated to specialized support teams as needed. Success in this role requires strong communication skills, attention to detail, empathy, and the ability to effectively manage multiple systems while maintaining a customer-first mindset.

Requirements

Passion for delivering outstanding customer service.
Strong verbal and written communication skills with the ability to build rapport and trust with customers.
Excellent listening skills and a genuine desire to help others.
Strong attention to detail and organizational skills.
Ability to navigate multiple systems and applications simultaneously while maintaining accuracy.
Sound problem-solving skills and the ability to resolve routine customer concerns independently.
Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
Experience working with CRM systems, preferably Salesforce.
Ability to remain professional, patient, and empathetic during high-volume customer interactions.
Previous customer service experience in a call center, contact center, customer support, retail support, or similar customer-facing environment preferred.
Experience handling a high volume of inbound and/or outbound customer interactions.
Experience documenting customer interactions and managing information within CRM or customer support software.
Experience resolving customer concerns while maintaining a positive customer experience.

Nice To Haves

Associate degree preferred.
Equivalent combination of education, training, and relevant customer service experience will also be considered.

Responsibilities

Provide exceptional customer service to consumers and retail partners through phone, email, and other communication channels.
Deliver a "WOW" experience by responding to inquiries with professionalism, empathy, and a solutions-oriented approach.
Assist customers with questions, concerns, product information, and order-related requests.
Accurately process and manage customer orders to ensure a seamless purchasing experience.
Resolve routine customer concerns promptly and effectively while maintaining a positive customer experience.
Develop and maintain strong product knowledge to confidently support customer needs.
Document all customer interactions and updates within customer support systems.
Identify issues requiring advanced support and appropriately escalate them to specialized teams.
Collaborate with cross-functional partners including Customer Experience, Finance, Supply Chain, Retail Operations, Marketing, Product Development, and Shoe Repair teams.
Follow established processes and procedures while adapting to changing customer needs and business priorities.