Supervisor, Wholesale Customer Service - Spain

About the role

Deckers Brands is looking for a Supervisor for its Wholesale Customer Service team in Madrid. You will manage the day-to-day operations and resources of the team and support the Customer Service Manager so that orders and queries are handled efficiently and service excellence is delivered to internal and external customers. The ideal candidate is wholesale customer-centric with strong leadership skills.

Key responsibilities

• Manage the day-to-day operations of the Customer Service team and support the CS Manager in achieving daily targets.
• Ensure all customer orders and queries are dealt with efficiently and in line with the company's vision of service excellence.
• Identify training needs and develop the team to meet the performance standards required by Deckers and its customers.
• Manage the wholesale account base and set standards and expectations together with the CS Manager.
• Work with credit control, warehouse, distribution and sales teams to maximise order book conversion in line with forecasts.
• Monitor team and individual performance, taking corrective action through one-to-one coaching.
• Promote a proactive, continuous improvement approach and act as a brand ambassador.

Required profile

• Proven wholesale experience managing and delivering SLAs.
• Experience managing a multi-lingual team covering multiple countries.
• Fluency in English and Spanish; additional Portuguese is highly beneficial.
• Comfortable giving and receiving constructive feedback, and able to stay calm in busy situations.

Required skills

• Knowledge of the Oracle system is a plus.
• Advanced Microsoft skills, especially Excel.

What we offer

• Competitive pay and bonuses.
• Discounts, extras and volunteering opportunities.
• Growth and development, including a Global Mentorship Programme.
• Hybrid and flexible working environment.