Senior Manager Customer Service Wholesale EMEA

4 weken geleden

Venlo, Limburg, Nederland MICHAEL KORS Voltijd

Michael Kors is a leading fashion brand that values innovation and excellence.

We are seeking a highly skilled and experienced Senior Manager to join our Wholesale Customer Service team.

The ideal candidate will have a strong background in customer service management and a proven track record of leading high-performing teams.

As a Senior Manager, you will be responsible for overseeing and enhancing the customer service experience for our wholesale clients.

This role requires a proactive leader with a strong customer focus, excellent communication skills, and the ability to analyze data and make informed decisions.

You will work closely with our sales, production, logistics, and warehouse teams to ensure seamless product delivery and availability.

Key responsibilities include:

  • Acting as a liaison between sales, production, logistics, and warehouse teams to ensure timely product delivery and availability.
  • Providing accurate and complete reports to the sales team to assist in the allocations process.
  • Liaising with the inventory control department to provide and track value-added services requests.
  • Attending and participating in weekly sales and planning meetings.
  • Participating in the sales and operations planning process.
  • Participating in market week to stay up-to-date on product offerings and key marketing initiatives.

Leadership and team development:

  • Providing leadership, guidance, coaching, and support to direct reports.
  • Having regular touch bases with line managers in the team.
  • Being the escalation point of contact for team members and line managers.
  • Distributing workload fairly among teams and ensuring staff availability.
  • Monitoring, coaching, and assessing employee performance.

Relationship management:

  • Representing the customer service department in a professional manner.
  • Building strong cross-functional relationships with internal and external stakeholders.
  • Having a broad knowledge of wholesale operations support topics and staying up-to-date on relevant information.
  • Participating in regular meetings with supported departments to align topics impacting their areas.

Proactive customer engagement:

  • Identifying opportunities to improve customer satisfaction and loyalty.
  • Ensuring a proactive team approach.
  • Taking responsibility for continuous improvement of wholesale operations support.
  • Monitoring industry trends and applying best practices.

Performance metrics and reporting:

  • Reporting monthly business performance to senior management.
  • Establishing and tracking key performance indicators.
  • Keeping work instructions, SOPs, and other documents up-to-date.
  • Maintaining a customer scorecard for top wholesale accounts.

What we offer:

  • Competitive terms of employment.
  • Flexible working hours.
  • 2 days work from home per week.
  • 38 hours per week.
  • Travel allowance.
  • Access to our sample sale.
  • A fast-paced, international, and dynamic culture.
  • Professional development opportunities.
  • Employee discount.
  • 25 days of holidays.
  • 4 additional MK days.
  • Discount for CZ health insurance.
  • Free access to training platforms.
  • Free fruit.
  • Company events.
  • Referral bonus.
  • Parental bonus.
  • Fully paid paternity leave.

At Michael Kors, we value diversity and inclusivity in the workplace.

We are an equal opportunity employer committed to creating a diverse and inclusive work environment.

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