Customer Service Supervisor

Kontoor Brands, Inc; Greensboro (NC); On-site; USD 50,000 - 80,000; Full time

Job summary

Kontoor Brands, Inc. is seeking a Customer Service Supervisor in Greensboro, NC to lead the customer service team and ensure efficient order management. The role involves supervision of staff, maintaining customer satisfaction, and assisting in operations across multiple departments. The ideal candidate will have significant supervisory experience and a strong background in customer service principles.

Benefits

Comprehensive benefits package

Paid Parental Leave

Tuition Reimbursement

Flexible schedule options

Qualifications

• 5 years of related professional experience required.
• SAP knowledge preferred, along with project management experience.
• Experience in customer service management and EDI implementation is also valued.

Responsibilities

• Manages customer service staff including hiring, training, and performance evaluations.
• Monitors order allocation and release processes to meet corporate goals.
• Acts as a liaison between customers and internal departments to resolve order management issues.

Skills

Supervisory skills

Communication skills

MS Office Skills

Education

High School Diploma

Degree or equivalent experience in Customer Service

Tools

SAP

EDI

Job description

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:

Customer Service Supervisor

Performs Supervisory duties for the Customer Service Staff, which includes order entry, contract entry and maintenance, allocation and release, and daily contact with customers and sales for issues and resolutions. Daily management and direction of releases to the DC's to keep the facility operational and to meet corporate forecast goals. Maintains procedures and processes by account to facilitate entry, allocation, and release of orders in addition to responding and resolving daily issues and requirements. Acts as a liaison for retail customer with IS, Replenishment, Sales, and other departments to solve daily problems. Reviews and evaluates customer requirements and assist in the authorization of return goods. Establish control-related standards and procedures.

Key Responsibilities:

• Interviews, hires, trains, motivates, counsels, evaluates, and administers salaries for Customer Services Staff in adherence to procedures and policies set by Kontoor Brands HR.
• Monitors the allocation and release of orders to the DC to ensure workflows and forecast goals are met daily.
• Monitors the entry of orders, ensure projections are approved and entered accurately to facilitate availability of products.
• Monitors status of five9 phone system, to ensure phone coverage and quality assurance.
• Evaluates and administers customer compliance requirements assuring customer satisfaction and eliminating monetary chargebacks.
• Acts as a liaison with IS, Replenishment, Operations, Sales, and customers to solve entry/order management problems.
• Maintains current procedures and processing information to facilitates C/S workflow
• Assists the manager in the preparation and compliance of the department’s budget
• Evaluates and recommends system/process enhancements to meet customer requirements, delivery commitments and issues encountered at the DC.

Skills for Success:

• Strong supervisory/leadership and communication skills required
• Strong MS Office Skills

Experience/Education:

Years of Related Professional Experience: At least 5 years of related professional experience

Educational/Position Requirements:

• High School Diploma required
• Prefer degree or equivalent experience in Customer Service
• SAP 5+ years’ experience preferred
• EDI knowledge and new customer implementation preferred
• Project management experience preferred

Why Kontoor Brands?

At Kontoor, we offer a comprehensive benefit package to fit your lifestyle. 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.

We are proud to offer a workplace culture centered on equitable opportunities and a sense of belonging for all team members. Here we have a global workforce of high-performing teams that both unlocks our individual uniqueness and harnesses our collaborative talents.