Senior Manager, Consumer Services

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:

Senior Manager, Consumer Services

We are looking to add a Senior Manager, Consumer Services to the Consumer Services team. The primary role of this position is to direct a continually expanding team of full time and seasonal workers to provide a wide array of services to both Wrangler and Lee Consumers. Consumer Services provide front line support of all internal ecommerce related issues, including website issues, order placement and returns/exchanges. Beyond ecom support, this role directs appropriate responses to product defects and warranty issues, store locations, sponsorship/gift requests and many other consumer inquiries.

With assistance from department supervisors, this role will closely monitor phone, chat and Consumer Response systems to ensure proper service levels/response times are maintained. 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. The Consumer team supports annual ecommerce sales of $145M.

This position works closely with the DTC team to properly support and manage new dot.com sales initiatives. Also works with multiple outside vendors (Salesforce, Adyen, Five9, Power Reviews, etc.) to ensure reliable system performance and identify needs for additional functionality.

In conjunction with Customer Service, Logistics and DTC teams, this position works to ensure promised delivery dates are adhered to and proactively directs corrective action to expedited shipments that are not shipped as promised.

This role will manage 3 or more salaried employees, up to 15 non-exempt employees, and up to 100 contracted seasonal agents. Responsibilities include working with contracted management team to manage daily scheduling, monthly headcount forecasting, hiring, training, and development.

Responsibilities:

• Resolves all issues concerning consumer direct sales, shipping, returns, and defects between consumer relations team, eCommerce team and distribution centers. Evaluates and elevates consumer complaints that could result in legal action against the company to VP, HR and internal legal counsel

• Assists eCommerce manager and team on projects that include, but are not limited to: testing new operations; opening service desk tickets for website problems; working to resolve tickets by providing Sales Center or consumer information; working closely with Quality Control, Credit Department, Traffic, Distribution Centers and Customer Service on Wrangler.com and Lee.com orders.

• Monitors inquiries, complaints, suggestions, compliments, requests from consumers (foreign and domestic) which arrive via toll-free telephone number, mail or email, chat, and social media.

• Works with 3rd Party vendors to maintain/update the Consumer Response Application as needed as well as provide reports from CRA data to marketing, merchandising, quality control, etc.

• Identifies trends and shift in call center activity and makes recommendations for alternative processes and systems to support changing demands by service channel.

• Hires, directs, trains and monitors performance of Consumer Services staff to ensure an effective and responsive organization.

Requirements:

• 5+ years Consumer Services or Customer Service Supervisory Experience

• Responsibility for supervising and training a minimum of 10 employees at once

• Extensive use of MS Suite and one or more commercial CRM systems (Salesforce preferred)

• Experience managing outside services.

• Bachelor's degree in Business Management or a related field

• Salesforce/SAP Experience strongly preferred

Skills For Success:

• Math and analytical skills

• Strong Written and Oral communication skills

• Ability to manage difficult consumer conversations with poise and professionalism

• Building strategic working relationships and influencing skills

• Ability to handle constantly changing demands and requirements

Why Kontoor Brands?

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

Our Kontoor D&I Mission

At Kontoor, we believe that D&I is a key enabler to a culture that empowers us to work with passion and confidence, shaping our brand and future.

Our Kontoor D&I Commitment

• Create a global workforce of high-performing teams that both unlocks our individual uniqueness and harnesses our collaborative talents

• Ensure an equitable environment that attracts & promotes diverse workforce

• Foster inclusivity, ensuring employees feel they can bring their whole selves to work