Superfeet Worldwide

Customer Support

• Deliver Exceptional Customer Experiences
• Serve as the front line of the Superfeet brand across phone, email, chat, and social channels
• Guide customers on product features, fit, and benefits with confidence and care
• Resolve inquiries and issues quickly, accurately, and empathetically
• Consistently meet or exceed service metrics (response time, resolution, satisfaction, quality)
• Own Order Accuracy & Execution
• Manage customer interactions and orders in Microsoft Dynamics 365 (or similar CRM)
• Process consumer and retail orders with precision and urgency to meet Service Level Agreements
• Partner with warehouses and 3PL providers to ensure timely fulfillment
• Support international shipments, including documentation, VAT, customs, and Incoterms (training provided)
• Proactively manage backorders, holds, and inventory-related issues
• Process returns, warranties, and credit memos
• Support Sales & Business Operations
• Coordinate promotional and sales orders (PGA, POP, and more)
• Assist with account onboarding, reactivation, and distributor requests
• Maintain clean, compliant account data across systems
• Drive Continuous Improvement
• Identify trends and share insights to improve the global customer experience
• Collaborate cross-functionally with Sales, Marketing, Operations, IT, and Product
• Contribute to knowledge base content, FAQs, and self-service tools
• Test and provide feedback on new processes, tools, and systems
• Keep Things Running Smoothly
• Support day-to-day administrative needs and special projects as needed
• Participate in ongoing product education and internal training

Customer Care Representative

Account Executive

• Proactively identify and pursue new business opportunities through networking, prospecting, and market research.
• Develop and execute realistic, data-driven go-to-market plans, product assortments, and forecasts in collaboration with sales management.
• Establish strong, long-term relationships with both existing and prospective clients.
• Manage the buy-sell-replenish cycle with retail partners, ensuring product availability, timely deliveries, and strong relationships.
• Use PowerBI, SPS Commerce, Cadence UQ, and other sales tools to track and analyze key metrics.
• Collaborate closely with internal teams (Product, Marketing, Customer Care) to deliver solutions that meet customer needs.
• Travel regionally and nationally to visit accounts, attend tradeshows, and participate in events.

Customer Care Representative

Sales Representative