Sr. Manager, Customer Service

Description

Summary

The primary role of this position is to direct a team of full time and contracted work force to provide a wide array of services for multi brands across Kontoor. DTC (Direct to Consumer) Customer Service provides front line support of all internal and external ecommerce related issues, including inventory management, order management, product inquiries, returns/exchanges, and internal website support. The DTC Customer Service team supports internal ecommerce sales of $170M and $65M wholesale ecommerce.

Leads a team of supervisors/managers who manage a contact center through BPO management to ensure service levels and response times are maintained. The ideal candidate demonstrates strong coaching skills, fosters a collaborative environment, and drives continuous improvement within the team. Extended response times to any form of consumer communication affects their impression of Kontoor and the brands, resulting in lost sales and diminished returns on brand investments in marketing, site development as well as social engagement. Further BPO support includes management of daily scheduling, monthly headcount forecasting, hiring, training, and development.

Further responsibilities include working with multiple outside vendors (Salesforce, Adyen, Five9, Bazaarvoice, etc.) to ensure reliable system performance and identify needs for additional functionality.

This position works closely with the DTC brand team to properly support and manage new website sales initiatives, connecting operational excellence to the broader objectives of brand loyalty and growth. By ensuring efficient order management and prompt customer support, this position directly contributes to strengthening brand loyalty and driving repeat business for Kontoor's multi-brand portfolio.

Key Responsibilities

• Manages ecommerce customer service across all brands, including a contact center through management of BPO.
• Collaborates with senior management to develop strategic objectives, policies, and plans for area of responsibility and guides execution concerning matters of significance to the organization.
• Owns the short to mid-term (1-3 years) execution of functional or business strategy and operational decisions guided by functional or business segment priorities and operational direction of the business, department or sub-function.
• Implements and executes final decisions and strategy, controls resources and ensures operational direction and effectiveness.
• Develops departmental plans that reflect organizational business, production, and operational priorities and practices.
• Accountable for department budget, which may be broad and have far-reaching impact on the functional area.
• Works on complex issues where problems are not clearly defined and where fundamental principles do not fully apply. Translates business segment strategy into functional plans and guides execution. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.
• Lead and develop the DTC Customer Service team to deliver exceptional customer experiences.
• Design and implement strategies to improve customer satisfaction and loyalty.
• Collaborate with cross-functional teams to optimize the end-to-end customer journey.
• Use data and customer feedback to drive continuous improvement in service delivery.

Ideal Candidate Requirements:

• Bachelor’s degree preferred
• 5+ years in customer service, 2+ years in BPO management
• Salesforce/CRM and Workforce Management experience
• Microsoft Office proficiency
• Excellent communication, leadership, and project management
• Strong decision-making, goal-setting, and analytical skills
• Effective coaching and talent development

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.