Join Our Team

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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 Consumer Relations Supervisor is responsible for managing the daily operation of the Consumer Relations team of over 15+ associates supporting multiple brands, company owned websites and 50 retail store locations. He/she provides leadership and direction for the team, with an emphasis on delivering a world class consumer experience. This position is responsible for all associates (permanent and temporary) and will work with the Consumer Relations Manager to ensure resources are in place to achieve department goals.

People

• Provide daily direction and communication to associates to support our “Delight the Consumer” goal.
• Resolve escalated issues in a timely manner adhering to the departmental KPI’s and SLA’s.
• Monitor all contact queues and redirect work flow where necessary to balance assignments as needed and maintain quality standards. (phone, email, chat and social media).
• Make recommendations for resource scheduling based on trends and actual experience.

• Approve time off for associates and monitors attendance.
• Participate in interview process and make recommendations for hiring.

• Provide input to associate reviews and participate in the delivery. Provide input on salary increases and promotions where appropriate. Document associate performance issues and review with Manager and Human Resources. Develop appropriate correction action plans.

• Conduct weekly staff meetings with associates to communicate KPI’s and other brand related matters. Participate in management and leadership team meetings where appropriate.
• Identify and make recommendations on training needs and requirements.

Process

• Partner with Manager to develop Standard Operating Procedures (SOP) to guide associates on professional standards, consumer response, reimbursement policies and templates.  Update and revise policies as changes within the company and/or department occur.

• Partner with the corporate eCommerce and Retail team to resolve issues and improve current processes as they relate to customer service.

• Review fraud queue; release orders where appropriate
• Work cross functionally with multiple brands and other support operations.
• Partner with Manager to implement processes to resolve problem areas.

Technology

• Gain an understanding of  all consumer relations systems.
• Knowledge of phone system to monitor queues, change skill sets on-line and track inbound calls while keeping associates aware of calls waiting and abandon rates. 

Knowledge, Skills, & Abilities:

• College Degree or equivalent
• 2-3 years’ experience supervising a multi-branded consumer team in a direct-to-consumer organization.
• Excellent listening skills with effective and diplomatic verbal and written communication skills.
• Ability to develop and implement policies, procedures and practices that increase consumer satisfaction & loyalty as well as the consumer relations team efficiency.
• Must be able to identify root cause of issues, formulate an action plan and execute with excellence.
• Ability to make decisions quickly and align where necessary.
• Ability to multi-task in an effective, timely and professional manner
• Proficient with computers, internet , mobile and social.
• Creative problem solver and ability to think on your feet.
• Attention to detail, accuracy and follow through is a must.
•  Flexibility with responsibilities and hours.
•  Ability to handle confidential information in a professional manner.
•  Performing duties consistent with the Company’s AAP/EEO goals and policies.
•  Performing other duties as required/assigned by manager.

Working Conditions

100% Remote.

#LI-Remote #LI-MM1

Salary Minimum

$60,800.00

Salary Maximum

$67,200.00

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.