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Consumer Relations Specialist

wolverineworldwide.com Logo

Wolverine Worldwide

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Location:
United States , Rockford

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Consumer Relations Specialist at Chaco is the frontline ambassador for the brand, delivering exceptional service across multiple channels—phone, email, and chat. This role ensures first-contact resolution, accurate order processing, and a positive customer experience while adhering to company policies and standard operating procedures (SOPs).

Job Responsibility:

  • Adhere to our Service Level Agreement regarding response time across consumer communication channels: phone, email and chat
  • Manage cases and maintain detailed records in Salesforce Consumer Relations
  • Evaluate sandals for warranty eligibility and repairability, making informed decisions based on company guidelines and ensuring timely communication and resolution for customers
  • Manage all aspects of customer communication from initial inquiry through resolution
  • Serve as the final point of escalation for evaluating sandals’ warranty eligibility and repairability
  • Support warranty and repair workflows including opening packages, maintaining process flow, ensuring appropriate consumer communications throughout
  • Process orders, returns, exchanges, and billing adjustments accurately in SAP, SalesForce, and WolvApps
  • Monitor and update order status in the MyChaco platform and other systems
  • Follow daily/weekly/monthly task schedules, including KPI reporting and system checks
  • Uphold brand voice and deliver consistent, empathetic communication
  • Safeguard customer and company data by following all applicable data protection laws, company privacy policies, and cybersecurity protocols
  • Collaborate with internal teams to improve consumer experience
  • Opening packages of repair sandals

Requirements:

  • Requires a high school diploma or equivalent
  • One year customer service experience required (retail or eCommerce experience preferred)
  • Demonstrate empathy to consumer concerns
  • Communicate timely and effectively through excellent verbal and written skills
  • Ability to multitask and work under pressure and remain calm in stressful interactions
  • Proactively resolve requests using guidelines problem solving tools
  • Proficient with technology used to perform functional responsibilities
  • Familiarity with 8x8 phone system and chat platforms
  • Prior experience with Salesforce and SAP preferred

Nice to have:

  • Post secondary education may be preferred
  • retail or eCommerce experience preferred
  • Prior experience with Salesforce and SAP preferred

Additional Information:

Job Posted:
January 30, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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