Customer Service Specialist - TOPO (Hybrid)

About Designer Brands  

At Designer Brands, we are the proud parent company of DSW Designer Shoe Warehouse, The Shoe Company, and Rubino, operating nearly 675 stores across North America and a billion-dollar digital commerce business. We lead the footwear industry with a diverse portfolio of iconic brands, including Topo Athletic, Keds, Vince Camuto, Kelly & Katie, Jessica Simpson, Lucky Brand, Mix No. 6, Crown Vintage, and others. With expertise in design, production, and sourcing, we create on-trend footwear and accessories, delivered through a robust omni-channel infrastructure and national wholesale distribution. At Designer Brands, we are committed to fostering a culture of collaboration, innovation, and inclusivity, where each employee’s unique perspective contributes to our success. Anchored by our core values of “We Love What We Do,” “We Own What We Do,” “We Do What’s Right,” and “We Belong,” we continuously drive forward together, building a future where everyone can put their best foot forward. 

The Opportunity

At Designer Brands, every customer interaction is a chance to create something memorable. As a Customer Service Specialist, you won’t just be answering questions—you’ll be shaping experiences. This role is ideal for someone who thrives on solving complex challenges, enjoys optimizing systems, and wants to make a meaningful impact across both Direct-to-Consumer and wholesale channels.

You’ll be the go-to expert for customer service operations, working closely with cross-functional teams to elevate how we serve our customers. If you're passionate about creating seamless experiences and enjoy working in a fast-paced, collaborative environment, this is your moment to shine.

What You’ll Be Doing

Customer Experience Leadership

• Lead the resolution of complex customer inquiries with empathy and efficiency.
• Act as a strategic escalation point during peak periods, ensuring timely and thoughtful solutions.

Operational Excellence

• Oversee daily customer service operations and order processing to ensure smooth, consistent workflows.
• Collaborate with internal teams and external partners to troubleshoot and improve systems like Zendesk, NetSuite, Kount, and NuORDER.

Process Optimization

• Continuously refine customer service workflows and tools (e.g., Zendesk macros) to boost efficiency and align with evolving business needs.
• Partner with internal teams to streamline office logistics and backroom operations.

Data & Reporting

• Manage backlog reports and performance data to inform sales strategies and ensure alignment across departments.
• Provide insights that drive improvements in customer satisfaction and operational performance.

Training & Development

• Lead onboarding and training for Customer Service Representatives and Sales team members.
• Foster a culture of continuous learning and professional growth.

Cross-Functional Collaboration

• Work closely with Sales, Marketing, Operations, and Product teams to enhance the customer journey.
• Support product lifecycle management, including End-of-Life (EOL) transitions and documentation.

Order & Credit Management

• Collaborate with the Credit & Collections Lead to make informed decisions on order releases.
• Ensure alignment with company priorities and customer expectations.

What You’ll Need

Experience

• Minimum 3 years in customer service or a related customer-facing role.
• Proven ability to manage complex inquiries and deliver exceptional service.

Education

• Bachelor’s degree in Business or a related field, or equivalent work experience.

Skills & Strengths

• Communication & Influence: Strong interpersonal skills with the ability to collaborate across teams and influence outcomes.
• Tech-Savvy: Proficiency in NetSuite, Zendesk, Kount, and Microsoft Office (especially Excel with pivot tables and VLOOKUPs).
• Time Management: Ability to juggle multiple priorities while maintaining attention to detail.
• Customer-Centric Mindset: A proactive approach to improving the customer experience.
• Autonomy & Initiative: Comfortable making high-level decisions independently while contributing to a team environment.
• System Agility: Quick to learn and adapt to ERP/B2B platforms like NetSuite and NuORDER.

Location

• Willingness to work from the Framingham, MA office at least 2 days per week (or as needed).

Preferred Qualifications

• Experience in specialty retail or the running industry.
• Supervisory or team training experience.
• Familiarity with ERP systems like NetSuite or B2B platforms such as NuORDER.

Perks and Benefits You’ll Enjoy!  

• Your Sole Well-Being: Our benefits package is crafted with our associates in mind! We support you with benefits like free virtual health care, robust family/fertility benefits, 401(k) w/ match, and more. Explore our offerings at https://mymobilewalletcard.com/dbi. 

• Stride with Flexibility: We offer hybrid and remote work opportunities, giving you the freedom to stay connected, productive, and inspired—wherever you do your best work. 

• Stepping Up Your Career: Take advantage of training programs, professional development, and education assistance to advance your career with a company that celebrates bold ideas and fresh perspectives. 

• We are Shoe-Obsessed: Because we know a great pair of shoes can change your day, you’ll enjoy 30% off at DSW & DSW.com, plus discounts across our family of brands.