Customer Service Associate

Current employees, please apply in Workday.

Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Merrell, Saucony, Sweaty Betty and Wolverine. Wolverine Worldwide’s continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers – every step of the way.

The Customer Service Associate reports directly to a Customer Service Supervisor. This role is responsible to achieve the Corporate Customer Service vision. By communicating with and relating to customers, will support customer partnerships, understand and solve customer needs, gain their respect and trust and assist in their growing business. The Customer Service Associate possesses excellent written, verbal and interpersonal communication skills, and works in a team environment. The Customer Service Associate strives to provide excellent customer service through active listening, resolving customer concerns in a timely manner, creative problem solving and building rapport and relationships.

Primary Duties

• To service retail customers by answering questions, dealing with inquiries, taking orders, handling shipping and receiving issues, addressing quality complaints, stock availability, entering and editing orders in order to meet customer needs.

• To handle outside calls by routing to appropriate areas or taking messages to ensure necessary responsiveness.

• To use sound judgment when making decisions, by utilizing the brand/divisional sign-off matrix.

• To resolve and interpret periodical reports, such as Open Orders, Past Cancel and Orders Held reports.

• To interact regularly with Vendor Relations and the Distribution Center to resolve shipping, handling and routing questions or problems.

• To develop and maintain a professional relationship with assigned accounts.

• Performing duties consistent with the Company’s AAP/EEO goals and policies.

• Performing other duties as required/assigned by manager.

Knowledge, Skills and Abilities Required

• Must have a high school diploma or GED, Associate degree a plus

• Prior experience in a business/customer service environment.

• Must demonstrate abilities to problem solve, handle multiple tasks and be highly organized.

• Ability to be work in a fast-paced environment and balance between quality and quantity of work.

• Ability to anticipate problems and take appropriate action.

• Must be able to make decisions based upon experience, analysis and judgment.

• Accountable for execution of daily tasks to effectively manage an assigned order base and to facilitate the timely shipment of orders.

• Must understand, practice and provide “best in class” customer service to our retailers.

• Ability to speak and write in Spanish and/or French a plus.

Salary Minimum$14.80

Salary Maximum$19.43

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.