Customer Service Wholesale Supervisor

3 months ago

SaintLaurent, Canada The North Face Full time

Customer Service Wholesale Supervisor: Become the Newest Member of the VF Family

As part of the VF Wholesale Customer Service leadership team, the Customer Service Supervisor is responsible for leading a customer service team within one or more of the VF brands.

How You Will Make a Difference:

- Lead a team of customer service representatives by communicating job expectations, planning, monitoring, and appraising job results. Provide coaching, development, and training opportunities to the team for continuous professional and personal development. Responsible for training new hires and identifying additional training needs for each member of your team.
- Manage the activities of your team and work with internal and external stakeholders to ensure the highest levels of service is attained, and sales order book conversion is maximized, while consistently achieving departmental and company KPI’s.
- Participate in weekly supervisor meeting as well as prepare and facilitate weekly communication with CSRs within the team.
- Within the customer service team, lead and develop continuous process improvement initiatives across the organization to enhance the overall customer experience.
- Produce and interpret a wide range of reports as needed by the business and use the information to identify and highlight financial risks and opportunities.
- Establish and maintain high quality service standards to ensure maximum customer satisfaction. Actively develop good working relationships with key customers to ensure positive ongoing partnerships and ensure that any internal and external escalations are managed and resolved quickly and efficiently.
- Contribute to central-led projects to improve and harmonize cross-branded initiatives.
- Drive high morale, engagement, and commitment within your team through effective leadership, to deliver high performance and results back to VF. Promote positive behavior and create a constructive environment amongst the team by celebrating success and giving recognition.
- Maintain professional and technical knowledge by attending workshops; reviewing professional publications; networking; participating in professional associations.

Years of Related Professional Experience: 5+ years of related experience

Educational/ Position Requirements:

- Associate’s degree; Bachelor’s degree preferred. Equivalent years of experience in a substantially similar industry may be considered in lieu of a degree
- Bilingual (French/English) required
- Experience working in a supply chain or operational background preferred
- Computer literacy, MS Office Suite including proficient in Excel, SAP & business reporting tools
- Excellent verbal and written communication skills
- Strong time-management and organizational skills
- Excellent analytical and problem-solving skills; ability to process large amounts of data
- Leadership experience and ability to work in multi-cultural environment
- Strong stakeholder management, negotiating and influencing skills

Special Physical and/or Mental Requirements:

- May require extensive sitting and use of keyboard/computer with a use of a phone headset
- May be required to work hours beyond 40/week as needed to meet business needs

Superviseur du service à la clientèle pour la vente en gros : Devenez le tout nouveau membre de la famille VF

Au sein de l’équipe de direction du service à la clientèle pour la vente en gros de VF, le superviseur du service à la clientèle est responsable de la direction d’une équipe de service à la clientèle au sein d’une ou de plusieurs marques de VF.

Comment pouvez-vous changer la donne:

- Diriger une équipe de représentants du service à la clientèle en leur communiquant les attentes professionnelles, en planifiant, en supervisant et en évaluant les résultats obtenus. Assurer l’encadrement, l’évolution et la formation de l’équipe pour un développement professionnel et personnel continu. Être responsable de la formation des nouveaux embauchés et identifier les besoins de formation complémentaires pour chaque membre de l’équipe.
- Gérer les activités de votre équipe et collaborer avec les parties prenantes internes et externes afin de garantir les meilleurs niveaux de service et optimiser la conversion du carnet de commandes, tout en atteignant les indicateurs de performance du département et de l’entreprise.
- Participer à la réunion hebdomadaire des superviseurs ainsi que préparer et faciliter la communication hebdomadaire avec les RSE au sein de l’équipe.
- Dans le cadre de l’équipe de service à la clientèle, diriger et développer des initiatives d’amélioration continue des processus dans toute l’organisation afin d’améliorer l’expérience globale des clients.
- Produire et interpréter un large éventail de rapports en fonction des besoins de l’entreprise et utiliser les informations pour identifier et mettre en lumière les opportunités et les risques financiers.

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