Skills for Success

• Literate in English and fluent/native in the target customer language.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Applications, especially Microsoft Excel.
• Ability to multi-task in a fast-paced environment.
• Excellent problem-solving abilities.
• Diplomacy and ability to manage conflicts.
• Able to direct and motivate a team.
• Strong influencing and negotiating skills.
• Training, coaching, influencing & people development skills.
• Educated to a good standard of numeracy & literacy.
• Ability to prioritize day-to-day workload.
• Assign and oversee daily Customer Services activities and projects.
• Oversee the training of all new hires within the Customer Services team.
• Manage Customer queries, issues or escalations with tact, empathy, and professionalism.
• Develop/implement metrics to ensure the Customer Services team is efficient and responsive.
• Ability to appraise Customer Service team and implement and manage Customer Service staff performance plans.
• Ability to read and interpret documents such as training documents and procedure manuals.
• Ability to communicate effectively and clearly with all parties including customers and colleagues.
• Ability to highlight issues and suggest solutions or options.
• Ability to implement, document and review harmonized processes.
• Available to travel nationally and internationally.

Qualifications and Experience

• Previous experience in hands-on management of a Customer Services team and/or Customer Experience team.
• Degree or equivalent training from a college or technical school; or previous related experience and/or training; or equivalent combination of education and experience.
• Experience working effectively in complex global organizations, satisfying the needs of diverse constituents, and often working under the pressure of competing and sometimes conflicting priorities.
• Experience working in the Retail (or very similar) industry.
• Experience in developing Customer Service team members.
• Experience of managing and delivering to SLAs.

What We Offer

We offer competitive benefits, perks, and personal development opportunities:

• Attractive salary package.
• Discount on our brands: Wrangler® & Lee®.
• Casual Denim dress code in the office and outside of work.
• Multi-cultural, diverse, and inclusive workforce where we foster many different nationalities.
• Employee resource groups focusing on diversity, sustainability, wellbeing, and social activities.
• Development opportunities in a growth-driven environment.
• Benefits of a global company.

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.