Deckers Brands Customer Service Representative

BoF Careers; Madrid; On-site; EUR 30,000 - 46,000; Full time

Benefits offered by this job

Hybrid work environment

Employee discounts

Mentorship programme

Job summary

Deckers Brands is seeking a Wholesale Customer Service Representative for UGG to deliver outstanding service, own a diverse base of UGG accounts, build relationships, and act as a brand ambassador. Fluency in Spanish and English is essential for this role.

You will work with a Service Leader and customer services teams to drive continuous improvements, participate in projects, and support the team as a whole while aiming for targets and strong SLAs.

Qualifications

• Experience in customer service, preferably wholesale.
• Fluent in Spanish and English.
• Proficient with Microsoft Office applications.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Deliver exceptional service to wholesale accounts with passion and accuracy.
• Maintain accurate order books from placement to conversion.
• Collaborate with cross-functional teams to resolve service issues.
• Act as a brand ambassador in all customer interactions.

Skills

Problem solver

Effective communicator

Conflict management

Time management

Multitasking

Tools

Microsoft Office

Job description

Wholesale Customer Service Representative, UGG

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.

The Role

As a Wholesale Customer Service Representative for UGG, you’ll provide exceptional service with passion, determination, and a desire to make a difference. You’ll take ownership of a diverse base of UGG accounts, build strong relationships, and act as an ambassador for the brand. You’ll deliver positive customer experiences, even in challenging circumstances, and consistently offer high levels of customer focus and proactive account management. Quality, accuracy, and effective communication will be at the heart of your work, and you’ll collaborate with the wider UGG team to ensure every action leaves a positive impact. You’ll work closely with your Service Leader and customer services teams to drive continuous improvements, participate in projects, and support the team and company as a whole.

Fluency in Spanish and English is essential for this role.

Your Impact

• Consistently deliver against both external and internal customer expectations, raising the bar on service
• Build powerful relationships with customers, understanding their unique needs and resolving situations with a WOW factor
• Ensure customer order books are accurate, validated, and executed efficiently from order placement to conversion
• Provide focused, accurate, efficient, and professional account management across a diverse account base
• Collaborate across teams, supporting peers and contributing to wider team success
• Act as a brand ambassador in all customer interactions
• Strive to achieve all targets, SLAs, and performance metrics
• Build strong partnerships with supply chain teams and warehouses to resolve service disruptions

COME AS YOU ARE

We celebrate diversity-of your background, your experiences, and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.

Who You Are

• You are a problem solver
• An effective communicator with excellent written and verbal skills
• You’re comfortable with conflicts and sees them as opportunities
• You thrive in a fast-paced environment and can manage time efficiently to attend to a range of activities

We Would Love To Hear From People With

• Previous experience in customer service roles, preferably within wholesale environment
• Proficient in Microsoft applications
• Experience working in multifaceted organisations, satisfying the needs of diverse constituents and often working under pressure of competing and conflicting priorities
• Fluent in Spanish and English language

What We Will Give You

• 27 Days Holidays + Bank Holidays & some time away from work - on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.
• Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras.
• Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme
• Hybrid & Flexible Working Environment

Equal Employment Opportunity

Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.