Customer Service Wholesale Supervisor

**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**:

- This role is fully remote, but requires either being located in Wisconsin, US, or Quebec, Canada

Associate’s degree; Bachelor’s degree preferred
- Experience working in a supply chain or operational background preferable
- 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
- At times, may be required to work hours beyond 40/week to meet demand/schedule

Superviseur du service à la clientèle en gros : Devenez le plus récent membre de la famille VF

En tant que membre de l’équipe de direction du service à la clientèle de VF Wholesale, le superviseur du service à la clientèle est responsable de diriger une équipe de service à la clientèle au sein d’une ou de plusieurs des marques de VF.

Comment vous ferez une différence:

- Diriger une équipe de représentants du service à la clientèle en communiquant les attentes du poste, en planifiant, en surveillant et en évaluant les résultats du travail. Offrir des possibilités d’encadrement, de perfectionnement et de formation à l’équipe pour un développement professionnel et personnel continu. Responsable de la formation des nouveaux employés et de l’identification des besoins de formation supplémentaires pour chaque membre de votre équipe.
- Gérez les activités de votre équipe et travaillez avec les parties prenantes internes et externes pour vous assurer que les plus hauts niveaux de service sont atteints et que la conversion du carnet de commandes est maximisée, tout en atteignant constamment les indicateurs clés de performance du service et de l’entreprise.
- Participer aux réunions hebdomadaires des superviseurs et préparer et faciliter la communication hebdomadaire avec les RSE au sein de l’équipe.
- Au sein de l’équipe du service à la clientèle, diriger et développer des initiatives d’amélioration continue des processus dans l’ensemble de l’organisation afin d’améliorer l’expérience globale de la clientèle.
- Produire et interpréter un large éventail de rapports selon les besoins de l’entreprise et utiliser l’information pour identifier et mettre en évidence les risques et les opportunités financiers.
- Établir et maintenir des normes de service élevées pour assurer une