Supervisor, Customer Service

POSITION REPORTS TO: Manager of Customer Service

LOCATION: Bridgewater, NJ

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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.

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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.

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PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications, consistent with applicable law and without regard to race, color, sex, gender identity or expression, age, religion, creed, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH also has a strong corporate commitment to inclusion, diversity and to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential. To achieve these goals, across the United States and its territories, PVH prohibits any PVH employee, agent or representative from requesting or otherwise considering any job applicant's current or prior wages, salary or other compensation information in connection with the hiring process. Accordingly, applicants are asked not to disclose this salary history information to PVH