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Customer Service Team Leader, HOKA - Italy (7 months FTC)

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Deckers Brands

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    People, HR & Administration
  • Milan
  • Quick Apply

AI generated summary

  • You must be fluent in English and Italian, have prior management experience in customer service, manage multilingual teams, and be proficient in Microsoft applications, especially Excel.
  • You will manage customer accounts, drive order conversion, lead the service team, monitor performance, and be a brand ambassador while ensuring exceptional customer experiences.

Requirements

  • Fluency in English and Italian is required for this role.
  • Prior experience as a manager in a Customer Services and/or Customer Experience team
  • Experience managing multilingual teams covering multiple countries
  • Proficient in Microsoft Applications, with intermediate skills in Excel
  • Fluent in English and Italian

Responsibilities

  • Customer Focus: Manage own account base – lead by example, promote and develop a customer focused environment across the team. Along with the Head of Wholesale Customer Service, set the standards and expectations in order to deliver outstanding service to our customers.
  • Order Book Conversion: Commercial awareness of monthly forecast figures and work collaboratively across credit control, warehouse, distribution and the sales teams to maximise order book conversion in line with Deckers and customer expectations.
  • People Management: Support the Head of Customer Service with the day-to-day operational management of the Customer Service Team to ensure the Customer Experience is a competitive advantage for Deckers. Ensure ongoing high morale, engagement and commitment within the team.
  • Performance Management: Responsible for monitoring team and individual performance which is in line with Service Level Agreements & Key Performance Indicators, taking corrective action where necessary through one-to-ones and coaching.
  • Brand Partner: be a brand ambassador – partner, advocate and be a brand expert. Have awareness of seasonal processes and go to market readiness.

FAQs

What is the duration of the contract for this position?

The position is a 7-month fixed-term contract (FTC).

Is fluency in any particular languages required for this role?

Yes, fluency in English and Italian is required for this role.

What experience is needed for this position?

Prior experience as a manager in a Customer Services and/or Customer Experience team is required.

Will I be managing a team?

Yes, you will be responsible for managing the Customer Service team and ensuring high morale and engagement within the team.

Is experience managing multilingual teams valued?

Yes, experience managing multilingual teams covering multiple countries is preferred.

What kind of support does Deckers Brands provide for employee development?

Deckers Brands offers extensive opportunities and support for personal and professional development, including a Global Mentorship Programme.

Are there employee benefits associated with this role?

Yes, a generous employee benefits package is offered, including competitive pay, bonuses, and various extras and discounts.

What type of work environment can I expect?

You can expect a hybrid and flexible working environment.

How does Deckers Brands approach diversity and inclusion?

Deckers Brands is committed to diversity and inclusion, valuing people with different strengths, experiences, and backgrounds to create a culture that drives creativity and success.

Will I need any specific technical skills for this role?

Yes, proficiency in Microsoft Applications, with intermediate skills in Excel, is required for this position.

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Deckers Brands

Retail & Consumer Goods
Industry
1001-5000
Employees
1973
Founded Year

Mission & Purpose

Deckers Brands is a global footwear and apparel company that designs, manufactures, and markets a wide range of lifestyle and performance products. They own several well-known footwear brands, including UGG, HOKA ONE ONE, Teva, Sanuk, and Koolaburra. Deckers Brands' ultimate mission is to create innovative and high-quality products that enhance the lives of their customers and inspire them to explore the world with confidence and comfort. Their purpose lies in delivering exceptional products that blend style, performance, and sustainability, catering to diverse consumer needs and preferences. Through their portfolio of iconic brands, Deckers aims to be a leading player in the footwear industry, continually innovating and pushing boundaries to meet the evolving demands of their customers and contribute to their everyday well-being and happiness.