Design Your Future at PVH Customer Care Manager Why PVH? Generous discounts on all brands - Calvin Klein, Tommy Hilfiger & Van HeusenPaid Parental Leave Scheme as per Company PolicySummertime hours scheduleCorporate discount with MedibankEmployee activities calendarAnnual Flu Shot ClinicFree membership to Headspace meditation appAccess to Employee Assistance programReferral bonusStrong focus on Corporate ResponsibilityInclusive, diverse, and equal opportunity employerAbout The Role The Customer Care Manager (internally referred to as the Assistant Manager, Customer Care) is responsible for all operations of PVH ANZ websites & 3RD party Marketplace / Partner sites from an order management and customer contact perspective.
In this role you will dynamically lead, drive, coach, and support a large team in their interactions with customers to ensure all enquiries, orders, issues, and needs are met in an accurate and efficient manner providing a best-in-class service.
Duties & Responsibilities Undertake UAT and QA of all site updates that impact order management and customer care, to ensure delivery requirements are met.Product ownership of Zendesk Customer Care SAAS tool.Define and consistently meet customer satisfaction targets.Analyse and maintain weekly & monthly reporting and dashboards that informs core business of CSAT, dispatch rates and returns performance across owned and operated and partner channels.Ensure all orders and returns are processed, allocated and tracked within target times.Oversee all daily, weekly, monthly order maintenance and system clean up.Assist in daily customer care tasks including email response, phone calls, order management, systems integration as required.In partnership with key stakeholders, investigate any enquiries, solving them in a reasonable time.Liaise with the warehouse regarding short picks, process, delivery and any other special instructions.Lead, train, mentor and develop a team of Customer Care Coordinators.Effectively roster and plan resourcing according to volume and busy periods on a weekly/monthly/annual basis.Skills, Experience & Personal Attributes 5+ years' experience in Customer Care management or Team Leader.Strong experience with ZenDesk and an ability to interpret data relating to customer experience and optimisation of workflows.
Experience with eCommerce platforms, tools and technologies used for on & off-site customer contacts, website order management and ERP (Magento, SFCC and SAP experience a bonus).Problem solving and resolution skills.Ability to effectively collaborate with cross-functional teams including product, marketing, IT, warehouse, logistics and external partners.Demonstrated experience within management in a high-performing eCommerce business.Proficiency in Microsoft Office (Word, PowerPoint, Excel, Outlook).Experience within Fashion eCommerce / retail highly desirable.Aptitude to think outside-the-box to solve problems and improve processes.Excellent communication skills.Organised, detail-oriented collaborative team player.About The Company PVH is one of the world's largest and most admired fashion companies, connecting with consumers in over 40 countries.
Our global iconic brands include Calvin Klein, TOMMY HILFIGER and our Heritage Brands.
Our 140-year history is built on the strength of our brands, our team and our commitment to drive fashion forward for good.
That's the Power of Us.
That's the Power of PVH.
We thank all applicants in advance as only successful applicants will be contacted for an interview. PVH is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to inclusion and diversity.
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