Customer Service Specialist

Who We Are:

Kontoor Brands is a portfolio of three of the world’s most iconic lifestyle, outdoor and workwear brands: Wrangler®, Lee® and Helly Hansen®. Kontoor Brands is a purpose-led organization focused on leveraging its global platform, strategic sourcing model and best-in-class supply chain to drive brand growth and deliver long- term value for its stakeholders.

Job Posting:

Customer Service Specialist

Kontoor Brands is currently seeking a Customer Service Specialist to provide customer service and support to our sales team, management, and customers. This role will serve as a support partner to multiple business teams and will collaborate with internal and external teams. This role involves strong interdepartmental interaction to provide complete and accurate information and support for customers, sales team, and management. 

The Customer Service Specialist will be responsible for acting as a liaison between the customer, sales, and CS management to resolve the more complex customer issues regarding order management and customer service and the resultant follow-up. This involves strong interdepartmental interaction to provide complete, and accurate, information and support for customers, sales team, and management. 

Responsibilities:  

• Must answer calls from retailers to place orders, help with inquiries, returns, and any general questions.
• Interacts with external and internal customers related to the final on-time delivery of orders
• Acts as support and resource for day-to-day activities within the department
• Maintains effective communication with other CS reps, supervisors, customers, and sales team in the resolution of complex issues and follows up with the affected parties to communicate resolution and/or plan of action
• Efficiently handles all customer issues to meet departmental goals. 
• Assists management with special projects as needed.
• Reviews and releases orders to the Kontoor distribution centers daily to ensure constant workflow and prevent down time for DC personnel.
• Responsible for set up and maintenance of value-added services as well as insuring services are priced and billed correctly as mandated by the individual accounts to avoid chargebacks.
• Maintains instruction manual of assigned accounts for co-workers and as a training tool for new reps.      

Requirements:  

• Requires high school diploma or its equivalent
• Minimum of 3 years of customer service experience
• SAP experience would be beneficial but not required
• Call Center experience would be beneficial but not required
• Strong computer skills (Internet, Excel, Word, Teams, Outlook) – Proficient in Excel
• Excellent communication skills (written, oral)
• Analytical thinking – problem solving
• Excellent organizational skills with the ability to balance multiple responsibilities with a high level of attention to detail
• Adaptable to change
• Works productively without supervision. Ability to work as part of a team.

Leadership Competencies Expected for this Role:

Foundational Leader

Global Agility – Be open and adapt quickly when things change

Purposeful Integrity – Do the right thing, even when no one is watching

Strategic Foresight – Think ahead and plan for what’s coming

Customer Centric Innovation – Find better ways to serve our customers

Urgency for Impact – Act fast and get results that matter

Bold Accountability – Take ownership of your work and results

Empowered Collaboration – Work well with others to get things done

Why Kontoor Brands?

At Kontoor, we offer a comprehensive benefit package to fit your lifestyle. Our benefits are crafted with the same care as our products.

When our employees are healthy, secure, and well, they bring their best selves to work. Kontoor Brands supports you with a competitive benefits program that provides choice and flexibility to meet your and your family’s needs – now and in the future. We offer resources to support your physical, emotional, social, and financial wellbeing, plus benefits like discounts on our apparel. Kontoor Brands also provides four weeks of Paid Parental Leave to eligible employees who are new parents, Flexible Fridays, and Tuition Reimbursement.

We are proud to offer a workplace culture centered on equitable opportunities and a sense of belonging for all team members. Here we have a global workforce of high-performing teams that both unlocks our individual uniqueness and harnesses our collaborative talents.