VF Corporation Dickies - Sr. Supervisor of Customer Service - International and B2B (Fort Worth, TX) in FT Worth Admin Offices, Texas
The Supervisor of Customer Experience-International and B2B leads a team of Customer Experience Agents supporting Dickies inter-company international orders, Dickies Canada, and Dickies Occupational Wear. This position is responsible for delivering superlative customer service experience to both internal and external customers consistent with our brands’ identities while operating efficiently.
Monitors productivity and performance of customer service representatives and provides coaching to agents
Monitors individual, team, and contact center results to identify and act on both positive and negative performance trends to ensure attainment productivity goals and performance targets.
Monitors customer contact and responses to evaluate agent performance, technical accuracy and conformity to company policies.
Works with international affiliates, customs brokers and freight forwarders to ensure compliant and timely shipping of export orders.
Provides communication and follow up to ensure representatives are fully informed of new information related to products, procedures, customer needs and company related issues, changes or actions.
Determines work procedures, prepares work schedules and expedites workflow.
Bachelor’s Degree from an accredited four year college or university.
Six months to one year of experience in export customer service or trade compliance required.
Experience with different contact center software including CRM, Knowledge Management, and multi-channel contact distribution is preferred.
Knowledge of Export processes and trade compliance procedures is required
Good written and verbal communication skills
Excellent Outlook, Microsoft Word and Excel skills
Advanced problem-solving skills
Organized in 1899, VF Corporation is a global leader in branded lifestyle apparel, footwear and accessories, with global iconic brands, 64,000 associates and $12.4 billion in revenue. Our businesses and brands are organized into four categories called coalitions, comprising: Outdoor & Action Sports, Jeanswear, Imagewear, and Sportswear. While VF is highly diversified across brands, products, distribution channels and geographies, our One VF culture and approach to doing business provide a unique and powerful competitive advantage.
VF Diversity Vision Statement
VF is committed to creating an inclusive environment that welcomes and values the differences among all of our associates, customers, suppliers and the communities in which we live and conduct business. The continued success and growth of VF is enhanced through initiatives that promote diversity throughout VF around the world.VF is an equal employment opportunity/ affirmative action employer of minorities, females, protected veterans and the disabled. VF is committed to providing equal opportunities in employment, and treating our VF associates and VF applicants without discrimination on the basis of their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, HIV/AIDS status, or any other legally protected factor.