Consumer Relations Specialist

Current employees, please apply in Workday.

The Consumer Relations Specialist is responsible for providing top-tier customer support for the ReChaco Repair and MyChaco Custom programs, as well as the greater Chaco brand. This role involves evaluating repair and warranty cases, processing custom orders, managing customer communications, and maintaining detailed records in various systems to ensure accuracy and efficiency.

Key Responsibilities:

· Process MyChaco custom orders, and ReChaco repair and warranty evaluations.

· Assist and respond to consumer inquiries regarding repairs and customs via phone, chat, and email.

· Maintain detailed records of all customer interactions in the customer management system.

· Work closely with Production team to communicate and execute custom order adjustments and special requests.

· Manage shipping logistics, including expedited and international shipping, as well as tracking and status updates.

· Utilize internal systems for processing and coding repairs, payment transactions, and custom order updates.

· Ensure all repair evaluations and paperwork meet ReChaco’s quality standards.

· Perform duties consistent with the company’s AAP/EEO goals and policies.

· Perform other duties as required/assigned by manager.

Qualifications:

· High school diploma or equivalent; additional education or certifications in customer service or related fields preferred.

· Experience in a customer service role, preferably in a retail or production environment.

Skills:

· Consumer-obsessed with a commitment to providing excellent service.

· Problem-solving abilities to address and resolve customer issues promptly and effectively.

· Technical proficiency in using customer service software and systems.

· Ability to work collaboratively with team members and other departments.

· Strong attention to detail and organizational skills.

· Excellent communication skills, both written and verbal.

· Ability to work in a fast-paced environment and handle high volumes of repair requests and customer communications.

Working Conditions:

· Full-time position with standard office hours.

· Occasional overtime may be required during peak seasons.

· Work is performed in an office environment and requires the ability to sit at a desk for extended periods of time, operate standard office equipment and keyboards, and the ability to handle and inspect sandals. Must be able to safely lift and carry or otherwise move up to 25lbs.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.

Wolverine Worldwide, Inc. is committed to creating a company that is as diverse as our consumers. We value the differences in one another and believe our differences make us stronger. Our diverse and inclusive corporate culture starts with the recruitment process. We are committed to being an equal opportunity employer. We aim to create equal opportunities for our associates, customers, and suppliers regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other legally protected characteristic.