Global Customer Experience Specialist - Supporting Latin America

Company Description

Red Wing Shoe Company is based in Red Wing, Minnesota, just 40 minutes from St. Paul, where our corporate office sits along the Mississippi River in downtown Red Wing.  We are a global company with 2300 employees around the world, but we maintain a close-knit family atmosphere that comes with being a privately-held company. We’re rich in history and tradition, but innovation drives us to deliver best-in-class product solutions and highly rated customer experiences.  Focus on our employees and company culture results in meaningful employee engagement across the organization. Our Guiding Behaviors of Living our Values, Honoring our Brands, Inspiring our People, Centering on our Customers, and Preserving the long term success and legacy of our Company are the foundation on which we build our future.

The targeted hiring range for this full-time position is $58,000 - $75,500 depending on qualifications; however, the expanded salary range provides opportunities for advancement. Our salary ranges are determined by role, level, and job location. Within the range, individual pay is determined by factors including job-related skills, competencies, experience, and relevant education, training or a combination of these things and market demand. Your recruiter can share more about the specific salary range and benefits for your location during the hiring process.

Job Description

Please Note

• Application review for this role will begin January 2, 2025.
• Bilingual English/Spanish Required (Written & Verbal)
• Export Compliance Experience Required
• Will be required to be in Red Wing, MN for 1-2 weeks for initial onboarding.

In this role, you will deliver exceptional customer service to a diverse range of customers, both domestic and international, including industrial, retail, distributor, and direct-to-industry clients.  You will manage all aspects of customer accounts, primarily focusing on order processing, scheduling, purchasing, warehousing, and transportation.  You will address customer inquiries about products and participation in Red Wing for Business, as well as work closely with the Sales team to set up and manage customer accounts and programs.

What you would do in a typical day:

• Deliver Exceptional Service:  Provide friendly, timely, and knowledgeable support that exceeds customer expectations
• Order Management:  Oversee international and domestic orders by:
  • Processing and tracking orders, determining delivery dates, and communicating status to customers.
  • Scheduling shipments and addressing issues with firm or planned orders.
  • Preparing quotes, coordinating special requirements (e.g., invoicing, packaging, transportation), and establishing customer master instructions.
  • Resolving pricing discrepancies, monitoring account status, and ensuring compliance with import/export regulations and shipping documentation.
• Problem Solving:  Identify customer needs and provide tailored solutions aligned with their requirements and program goals. 
• Account Support:  Collaborate with the Sales team to manage account setup, program changes, issue resolution, and customer communications to drive growth and satisfaction.  Work with Global Sales and Service teams to maintain seamless service for international customers.
• 3rd Party Coordination:  Manage Red Wing for Business Advantage Account changes with external partners, ensuring system accuracy and resolving disputes.

Qualifications

Minimum Education & Experience:

Bachelor’s degree (B.A.) and two years related experience/training; or equivalent combination of education and experience.  Experience should be in customer service and/or export compliance. 

What We're Looking For:

• Bilingual English/Spanish (Oral & Written)
• Customer service driven
• Strong written and oral communication skills, with the ability to actively listen and connect with others.
• Comfortable using tools like Microsoft Word, Excel, Outlook, Internet, Salesforce and ERP systems.
• Accurate and fast data entry skills (10-key proficiency is a plus!)
• Ability to switch between different software applications smoothly.
• Ability to work independently and in a team environment.
• Must be able to relate to all different types of people from different cultures and backgrounds.  Must establish trust between customers and the company.

Additional Information

Red Wing Shoes is an Equal Opportunity Employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disa