Job Description

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.

What You'll Do

• 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.

Work Environment

This is a remote position that requires extended periods of sitting, typing, speaking, listening, and managing customer interactions across multiple communication channels. The role involves significant time spent handling customer calls and providing real-time support.

Qualifications

What You'll Bring

• 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.

Experience

• 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.

Education

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

Additional Information

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)