Supervisor, 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 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 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.
Please send your CVs in English.
Your Impact:
- Customer Focus: Manages own 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—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:
- Experience in managing a multi-lingual team covering multiple countries
- Proven experience managing and delivering SLAs
- 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.
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