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Camber Outdoors
Camber Outdoors

Customer Care Team Lead



Customer Service
Wisconsin, USA · Remote
Posted on Thursday, June 6, 2024

Now that youve found the job description, what’s next?

At VF, we strive to foster a culture of belonging based on respect, connection, openness, and authenticity. As a purpose-led, performance-driven company, we are committed to inclusion, diversity, equity, and action. So, before we get to the job details, take a minute to learn a little more about us – our values and our culture - visit VF Careers or www.vfc.com.

What will you do?

A day in the life of a Customer Care Team Lead at F looks a little like this.

As part of VF e-Commerce Customer Service team, this position is responsible for monitoring business performance, offering programs, and providing resources that promote service excellence and efficiency. Responsibilities include handling customer escalations efficiently and effectively to provide optimal customer service, and coaching and guiding Customer Service Representatives.

Let’s break down that day-in-the-life a bit more.

  • Assist Customer Service Representatives with problem solving and decision making. Escalate issues to other departments as needed and follow up appropriately.

  • Take overflow and escalated customer calls.

  • Complete weekly side-by-side coaching with customer service representatives.

  • Monitor order base flow by monitoring blocked order queues, such as accelerator and decision manager.

  • Assist in training (new hire and refresher) related to order management and product knowledge.

  • Run department telecom reports daily and monthly; report trends to leadership.

  • Assist in assessing customer service skills through call monitoring of one call per agent per week.

  • Interfaces with internal groups as necessary to ensure proper handling of customer issues and concerns.

  • Act as the first point of contact for customer escalations, policy and procedure questions, as well as exceptions to departmental and brand business guidelines.

  • Assist members of the customer service management team on additional projects and responsibilities as needed.

What do you need to succeed?

We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you’ll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 3-5 years of experience and professional achievements. The foundation skills you will need in this position are:

  • High school diploma or equivalent education; Associate’s degree preferred

  • Advanced computer skills - solid experience working with database and report generating software, strong Excel skills

  • Excellent attention to detail

  • High level of organizational and communication skills

  • Strong problem-solving ability, Analytical

  • Ability to effectively manage high volumes of emails

  • Flexible, detail oriented and able to multitask

  • Ability to lead, coach and develop staff

  • Knowledge/experience of Outdoor or Action Sports Industry and distribution channels preferred

  • Bilingual is a plu

  • Location requirement: While this position is fully remote, the ideal candidate will reside within Wisconsin.

There are also a few skills that are not required but preferred.

What do we offer you?

At VF, we know you expect as much from us as we do from you. That is why we make a commitment to support and grow our people. We offer extensive development and growth opportunities for your current and future positions, a competitive compensation package, and a strong benefits package that includes medical, dental, vision, and 401(k).

Our commitment extends beyond this and into your daily work life. We strive to foster a diverse and inclusive culture based on respect, connection, and authenticity. Our focus on DEI is at the foundation of who we are and what we do.

To learn more about VF’s benefits package, follow this MyVFBenefits.com and click “Looking to Join VF”.

To learn more about VF’s Diversity and Inclusion efforts, go to www.vfc.com.

Now WE have a question for YOU.

Are you in?

Hiring Range:

$17.20 USD - $21.50 USD per hour

Incentive Potential: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.

Benefits at VF Corporation: You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.

Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.

At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at peopleservices@vfc.com. VF will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.