Supervisor, Wholesale Customer Service - Spain

Deckers Brands; Madrid; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid & flexible working

Bonuses

Mentorship program

Employee discounts

Volunteer opportunities

Job summary

Deckers Brands seeks a Supervisor, Wholesale Customer Service for Spain, partnering with the CS Manager to deliver outstanding service across accounts. You will guide daily operations, coach a multilingual team, and ensure timely handling of orders and inquiries in a fast-paced environment.

The role emphasizes leadership, customer focus, and continuous improvement, with hybrid working options and a supportive, inclusive culture.

Qualifications

• Proven wholesale experience managing SLAs for customers.
• Experience leading a multilingual team across countries.
• Fluency in English and Spanish; Portuguese is a plus.

Responsibilities

• Lead day-to-day operations of the Wholesale Customer Service team.
• Support the CS Manager to ensure daily tasks and queries are handled efficiently.
• Identify training needs and develop the team to Deckers' standards.
• Lead a multilingual team to maintain high morale and engagement.
• Monitor performance and coach individuals to drive results.

Skills

Wholesale leadership

Team management

SLA management

Multilingual team

Excel

Tools

Oracle

Excel

MS Office

Job description

Supervisor, Wholesale Customer Service - Spain 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 the Supervisor, you will manage the day-to-day operations and resource within the Wholesale Customer Service team and achieve levels of service that are viewed as a competitive advantage for Deckers. You will support the Customer Service Manager to ensure daily tasks are achieved, all customers’ orders and queries are dealt with efficiently, effectively and in line with our vision of delivering service excellence to both our internal and external customers. You will also identify training needs and develop the team to achieve the standards of performance as required by Deckers and the customers. The ideal candidate will be wholesale customer-centric with strong leadership skills to ensure high morale, engagement and commitment within the team. Fluency in both English and Spanish is a requirement, additional Portuguese fluency is a plus.

Your Impact

Customer Focus

Manages own wholesale account base – leading by example, promoting and developing a customer focused environment across the team. Along with the CS Manager – sets the standards and expectations.

Order Book Conversion

Aware of monthly forecast figures and works collaboratively across credit control, warehouse and distribution and the sales teams to maximise order book conversion in line with Deckers and customer expectations.

People Management

Supports the CS Manager with the day to day operational management of the Customer Service Team to ensure the Customer Experience is a competitive advantage for Deckers. Ensure ongoing high morale, engagement and commitment within the team. Provides a people focused environment with the ability to develop and retain our most important assets – our people.

Performance Management

Responsible for monitoring team and individual performance, taking corrective action where necessary through one to ones and coaching.

Brand Partner

Be a brand ambassador – partner, advocate and be a brand expert.

Continuous Improvement

Promotes and drives a proactive not reactive environment within CS, constantly looks at how we can do things better. COME AS YOU ARE.

We Celebrate Diversity

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 passionate about leading a team
• You’re comfortable with receiving and delivering constructive feedback
• You can remain calm and resourceful in challenging/busy situations
• You are confident and self-assured to challenge objectively, convince others and obtain buy-in

We would Love to Hear from People with

• Proven wholesale experience managing and delivering SLAs
• Experience in managing a multi-lingual team covering multiple countries
• Knowledge of Oracle system is a plus
• Proficient in Microsoft applications, with advanced skills in Excel
• Fluency in English and Spanish, additional Portuguese is highly beneficial

What We Will Give You

• Competitive Pay and Bonuses – We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued.
• 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.

More than Just a Footwear Company From our corporate offices to our global retail stores, there’s a curious, independent spirit that’s distinctively Deckers Brands. We’re about giving people the freedom to pursue their passions. And we’re committed to helping them succeed; to become their best selves. That’s why we’re about more than work, the 9 to 5 or daily grind. We’re about opportunity - opportunity to create, to grow and to have an impact. As we work to become better at everything we do, how we better the world matters, too. Our products and brands are loved, no doubt about it. But the difference we make in people’s lives begins with our people, right here at Deckers Brands. We’re adventurous, spirited, unafraid of new challenges and willing to take chances. We are always ready to rally around a cause. Put simply, we want all of our people to thrive - to reach their full potential and have fun while doing it. Because in the end, Deckers thrives when our people thrive.