About the role: Remote; with infrequent travel to corporate headquarters in Red Wing, MN for “Moments that Matter.” Candidates that reside in the Twin Cities and Greater Minnesota area are preferred. 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.
In this role, you will deliver remarkable customer service to our Industrial Customers and Retailers who make inquiries about our products and services and/or who participate in the Red Wing for Business Program. You will collaborate with our Industrial Team to assist in account management by coordinating and implementing account and program set up.
Your Essential Duties & Responsibilities in this role:
- Provide our customers with a remarkable customer experience by providing timely, friendly, and knowledgeable service that exceeds their expectations.
- Work directly with the Industrial Team to support our business advantage accounts by assisting them with account set up, program set up, changes to the accounts, investigating and resolving concerns, and communicating to the customer as needed.
- Collaborate with the Industrial Team to ensure a smooth transition while onboarding new accounts.
- Partner with Red Wing for Business on any changes that occur, ensure all systems are consistent and accurate, and investigate and resolve disputes.
- Assist participating retailers with any business advantage account questions.
- Develop and maintain a deep knowledge and expertise of products, pricing and procedures while keeping up to date on relevant industry changes.
- Educate and assist customers about product and services and recommend the appropriate product solution.
- Identify the customers’ needs and be able to provide a solution that fits their needs and their program(s) via phone and email.
- Assist with Ecomm online orders
MINIMUM EDUCATION AND EXPERIENCE:
- High school diploma or equivalent required.
- Minimum of 4 years of experience in customer service, account coordination, account management support, sales support, or a related customer-facing role.
- Experience resolving customer inquiries and providing support through phone, email, and other communication channels.
- Experience managing detailed information, maintaining accurate records, and working within multiple systems.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Demonstrated ability to deliver exceptional customer service with professionalism, empathy, and a solutions-oriented approach.
- Strong problem-solving, organizational, and time-management skills with attention to detail.
- Excellent verbal and written communication skills and the ability to build positive relationships with customers and internal business partners.
- Ability to support account setup, maintenance, and customer program administration while managing multiple priorities.
- Ability to work independently and collaboratively in a team environment.
- Ability to investigate and resolve customer concerns in a timely and professional manner.
TECHNICAL SKILLS:
- Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook.
- Experience using CRM platforms, preferably Salesforce.
- Experience working with order management systems and customer service applications.
PREFERRED QUALIFICATIONS:
- Experience supporting B2B customer accounts, industrial customers, or retail partner programs.
- Experience with customer onboarding, account maintenance, and program implementation.
- Familiarity with invoice review and basic accounting concepts, including credits, debits, and billing adjustments.
- Experience supporting e-commerce orders and online customer transactions.
Red Wing Shoes is an Equal Opportunity Employer.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Individuals with disabilities needing assistance in completing an application may contact rwsc.recruitment@redwingshoes.com or call 651-388-8211.
Please view Equal Employment Opportunity Posters provided by OFCCP at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
All offers of employment are contingent on satisfactory results of a background check.
Red Wing Shoe Company, Inc. is a drug-free workplace.
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.
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)