What are the responsibilities and job description for the Customer Service Operations Supervisor position at United Legwear & Apparel Co.?
THE ROLE
The Customer Service Operations Supervisor is responsible for leading and supporting the customer service team in delivering exceptional service to United Legwear’s customer base across different brands, with a primary focus on supporting the North American and Canadian markets. This role involves managing escalated inquiries, authorising goodwill gestures, monitoring agent performance, and ensuring that customer service operations run smoothly.
The Supervisor will also support operationally as the main contact for warehouse enquiries, short shipment management, and monitor KPIs and SLAs for order fulfilment processes. This role will be a multi-brand support role operating on all key Ecommerce brands for ULAC North America (Ted Baker, Scotch & Soda, Van Heusen, Tall Order, Lemon Collection and Hurley)
Main Responsibilities
Team Leadership & Support
Supervise daily operations of the US focused customer service team, ensuring that service standards and performance targets are consistently met.
Provide guidance and support to team members, handling escalated customer issues that require supervisory attention.
Conduct regular team meetings to communicate updates, share best practices, and address any team concerns.
Assist in onboarding and training new customer service agents, ensuring they are equipped with the necessary tools and knowledge.
Support team development through ongoing coaching, performance reviews,
and individual feedback sessions.
Evaluate and authorise goodwill gestures (e.g., refunds, discounts, replacements) in line with company policies to ensure customer satisfaction while protecting company interests.
Order Management
Provide information, track and monitor customer orders via third-party couriers, updating customers on order statuses.
Assist in processing returns, replacements, and exchanges according to company policies.
Run reports to ensure correct order and stock alignment across all systems
Liaise with other departments, such as logistics, eCommerce, and product teams, to resolve issues that require cross-functional collaboration.
Monitor and review the nature of escalated cases, identifying trends and suggesting proactive measures to improve overall service quality.
Communication & Collaboration Liaise with Customer Service Team leads and external logistics partners to ensure seamless service for customers across all brands. Communicate order and stock information between departments and customers, ensuring clarity and prompt resolution of any issues.
Be the point of contact for warehouse operatives for any questions, faulty inspections, short shipments and blind return assistance across all brands.
PERSONAL TRAITS
Strong attention to detail and organisational skills.
Ability to manage fluctuating workloads and meet deadlines in a fast-paced environment.
Excellent written and verbal communication skills with a customer-first mentality.
Strong problem-solving skills with a proactive approach to resolving customer issues.
LOCATION
Office Location: 110 Fieldcrest Ave in Edison, NJ 08837
This role is primarily office-based, with the flexibility to work from home up to 3-4 days per month.
TOOLS OF THE TRADE
Previous experience with customer contact platforms such as Zendesk or Gorgias is highly desirable.
Proficiency in Microsoft Office (Word, Outlook, Excel, PowerPoint).
Previous Retail/Customer Service experience.
Knowledge of order management systems and customer service workflows.
The Customer Service Operations Supervisor is responsible for leading and supporting the customer service team in delivering exceptional service to United Legwear’s customer base across different brands, with a primary focus on supporting the North American and Canadian markets. This role involves managing escalated inquiries, authorising goodwill gestures, monitoring agent performance, and ensuring that customer service operations run smoothly.
The Supervisor will also support operationally as the main contact for warehouse enquiries, short shipment management, and monitor KPIs and SLAs for order fulfilment processes. This role will be a multi-brand support role operating on all key Ecommerce brands for ULAC North America (Ted Baker, Scotch & Soda, Van Heusen, Tall Order, Lemon Collection and Hurley)
Main Responsibilities
Team Leadership & Support
Supervise daily operations of the US focused customer service team, ensuring that service standards and performance targets are consistently met.
Provide guidance and support to team members, handling escalated customer issues that require supervisory attention.
Conduct regular team meetings to communicate updates, share best practices, and address any team concerns.
Assist in onboarding and training new customer service agents, ensuring they are equipped with the necessary tools and knowledge.
Support team development through ongoing coaching, performance reviews,
and individual feedback sessions.
Evaluate and authorise goodwill gestures (e.g., refunds, discounts, replacements) in line with company policies to ensure customer satisfaction while protecting company interests.
Order Management
Provide information, track and monitor customer orders via third-party couriers, updating customers on order statuses.
Assist in processing returns, replacements, and exchanges according to company policies.
Run reports to ensure correct order and stock alignment across all systems
Liaise with other departments, such as logistics, eCommerce, and product teams, to resolve issues that require cross-functional collaboration.
Monitor and review the nature of escalated cases, identifying trends and suggesting proactive measures to improve overall service quality.
Communication & Collaboration Liaise with Customer Service Team leads and external logistics partners to ensure seamless service for customers across all brands. Communicate order and stock information between departments and customers, ensuring clarity and prompt resolution of any issues.
Be the point of contact for warehouse operatives for any questions, faulty inspections, short shipments and blind return assistance across all brands.
PERSONAL TRAITS
Strong attention to detail and organisational skills.
Ability to manage fluctuating workloads and meet deadlines in a fast-paced environment.
Excellent written and verbal communication skills with a customer-first mentality.
Strong problem-solving skills with a proactive approach to resolving customer issues.
LOCATION
Office Location: 110 Fieldcrest Ave in Edison, NJ 08837
This role is primarily office-based, with the flexibility to work from home up to 3-4 days per month.
TOOLS OF THE TRADE
Previous experience with customer contact platforms such as Zendesk or Gorgias is highly desirable.
Proficiency in Microsoft Office (Word, Outlook, Excel, PowerPoint).
Previous Retail/Customer Service experience.
Knowledge of order management systems and customer service workflows.
