Wholesale Senior Customer Service Team Leader

Who We Are:

Kontoor Brands, Inc. (KTB) is the parent company of Wrangler, Lee and Rock & Republic, with owned manufacturing facilities in Mexico and Nicaragua. Kontoor also owns and operates over 140 retail stores across the globe. Our global company employs more than 15,000 people in 65 countries, with world headquarters in Greensboro, North Carolina, and regional headquarters in Geneva and Hong Kong.

Job Posting:

Wholesale Senior Customer Service Team Leader

Lee & Wrangler

Location: Nottingham - UK

Kontoor Brands is a global lifestyle apparel company, with a portfolio of some of the world's most iconic denim brands: Wrangler and Lee. We design, manufacture and distribute superior high-quality products that look good and fit right, giving people around the world the freedom and confidence to express themselves.

What's the scope?

This Senior Customer Service Team Leader role is an exciting opportunity to shape the Jeanswear brands future. The purpose of the role is to manage the activities of the Customer Service team, support the Senior Customer Service and Supply Chain Manager and fellow team leader colleagues to ensure the highest levels of customer service are attained and sales order book conversion is maximised, while consistently achieving departmental and company KPIs.

This person will implement, manage and drive improvement to Kontoor Brands customer service procedures & policies. They will supervise, coach and mentor members of their Customer Service team and develop strong relationships with key and strategic customers. Within the Customer Service team and cross functionally, they will lead and develop continuous improvement initiatives to enhance the customer experience and sales order book conversion, as well as establishing internal and external Service Level Agreements and appropriate performance metrics.

As our Senior Customer Service Team Leader you will be responsible for;

1. Order Book Management: Work with all internal (credit control, sales managers, warehouses etc.) and external stakeholders to ensure the order book is always up to date and accurate, and that orders are shipped and invoiced as soon as possible within the correct timeframes.
2. Customer Relationship Management: Actively develop good working relationships with Key account contacts to ensure positive ongoing partnerships.
3. All Aspects of Staff Management: Day to day operational management of the Customer Service Team to ensure the Customer Experience is of the best standard possible. Ensure ongoing high morale, engagement and commitment within the team.
4. Reporting: Compiles, collates and reviews a wide range of reports and feedback on a regular basis and uses this information as the basis for strategic review of both current statuses and long term improvement.
5. Continuous Improvement: Work cross functionally, both internally and externally, to identify opportunities that will improve the Customer Experience and lead to gains in efficiency and effectiveness.
6. Supporting the Senior Customer Service and Supply Chain Manager in daily activities whilst also supporting fellow team leaders where assistance may be required.
7. Identify training gaps across the teams and work with our trainer to advise on training programmes to support the team.

Skills for Success:

1. Literate in English and fluent/native in at least one other European language.
2. Excellent verbal and written communication skills.
3. Proficient in Microsoft Applications, Microsoft Excel intermediate to advanced.
4. Ability to multi-task in a fast paced environment.
5. Excellent problem solving abilities.
6. Diplomacy and ability to manage conflicts.
7. Able to direct and motivate a team.
8. Strong influencing and negotiating skills.
9. Training, coaching, influencing & people development skills.
10. Educated to a good standard of numeracy & literacy.
11. Ability to prioritise day to day workload.
12. Assign and oversee daily Customer Services activities and projects.
13. Oversee the training of all new hires within the Customer Services team and mentor new team leaders.
14. Manage Customer queries, issues or escalations with tact, empathy and professionalism.
15. Develop/implement metrics to ensure the Customer Services team is efficient and responsive.
16. Ability to appraise Customer Service team and implement and manage Customer Service staff performance plans.
17. Ability to read and interpret documents such as training documents and procedure manuals.
18. Ability to communicate effectively and clearly with all parties including customers and colleagues.
19. Ability to highlight issues and suggest solutions or options.
20. Ability to implement, document and review harmonised processes.
21. Available to travel nationally and internationally.

Qualifications and Experience:

1. Previous experience in hands on management of a Customer Services team and/or Customer Experience team.
2. Degree or equivalent training from a college or technical school; or previous related experience and/or training; or equivalent combination of education and experience.
3. Experience working effectively in complex global organizations, satisfying the needs of diverse constituents, and often working under the pressure of competing and sometimes conflicting priorities.
4. Experience working in the Wholesale (or very similar) industry.
5. Experience in developing Customer Service team members.
6. Experience of managing and delivering to SLAs.

We offer:

We value trust and transparency and focus on collaboration and teamwork. We live by our clear Purpose, Mission & Values where we strive for continuous innovation & cutting-edge sustainable technology.

We offer competitive benefits, perks and personal development opportunities;

1. Attractive salary package;
2. Discount on our brands; Wrangler & Lee;
3. Casual Denim dress code in the office and outside of work;
4. Multi-cultural, diverse and inclusive workforce where we foster many different nationalities;
5. Employee resource groups focusing on diversity, sustainability, wellbeing and social activities;
6. Development opportunities in a growth-driven environment;
7. Benefits of a global company.

Why Kontoor Brands?

At Kontoor, we offer a comprehensive benefit package to fit your lifestyle and our benefits are crafted with the same care as our products.

When our employees are healthy, secure and well, they bring their best selves to work. Kontoor Brands supports you with a competitive benefits program that provides choice and flexibility to meet your and your family's needs - now and in the future. We offer resources to support your physical, emotional, social and financial wellbeing, plus benefits like discounts on our apparel. Kontoor Brands also provides four weeks of Paid Parental Leave to eligible employees who are new parents, Flexible Fridays and tuition reimbursement.