POSITION REPORTS TO: Manager of Customer Service

LOCATION: Bridgewater, NJ

__________________________________________________________________

POSITION SUMMARY:

The Customer Service Supervisor position is responsible for hiring, coaching, empowering, and managing Customer Service Representatives (CSRs) and their performance, and performing other customer service related duties.

The position ensures a consistently high quality and efficient approach to handling all call center contact volume across all contact verticals.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

• Oversees a staff that handles all customer service related inquiries for the e-commerce, wholesale, and retail consumers. Brand support includes, but may not be limited to; Calvin Klein, Tommy Hilfiger, TUG.
• Provides customer service related support for associates of all PVH owned retail stores.
• Ensures department key performance indicators (KPIs) are met by completing daily tasks such as;
• Monitor phone system queue
• Monitor email queue
• Monitor chat queue
• Monitor e-commerce queues
• Backfill scheduling issues
• Provide in moment coaching and answer questions from the team to ensure consistency and quality of response at all times.
• Handle customer and executive (internal) escalations as needed.
• Be able to handle consumer contact volume, across all contact verticals, to ensure close connectivity to our consumer experience as needed.
• Works closely with product development managers, store personnel, managers and district managers, providing feedback from consumers.
• Document and communicate coaching opportunities for CSRs.
• Responsible for completing monthly quality observations for their direct reports (3 per person, per month).
• Records monthly scorecards to document their direct report’s progress.
• Responsible for communicating company and department wide updates in Monthly Department Meetings.
• Responsible for tracking and managing time and attendance with CSRs.

__________________________________________________________________

QUALIFICATIONS & EXPERIENCE:

Experience: Call Center and/or Retail experience a plus.

Education: AA Degree/Business School graduate/certification or equivalent experience in Customer Service.

Skills:

• MS Office, CRM, ACD
• Analytical skills
• Communication and organization
• Fast-paced, dynamic problem solver
• Coaching skills
• Excellent verbal and written communication skills.
• Must possess professionalism in presenting oneself.
• Excellent interpersonal skills required.
• Must be able to present an upbeat personality to customers and team regardless of outside factors.
• Ability to juggle multiple priorities.
• Strong computer skills with Windows background including Excel and Word.
• Must enjoy the fast-paced environment.
• Ability to make split-second decisions in order to resolve customer issues.
• Ability to stay calm and comfort irate customers.
• Ability balance needs of the customer with policies of the corporation.

#LI-YM2

#LI-Hybrid