Wholesale Customer Service Operations & Training Specialist

At VF, we strive to foster a culture of belonging based on respect, connection, openness, and authenticity.  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 Wholesale Customer Service Operations & Training Specialist at VF looks a little like this.

As part of the VF Americas Wholesale Customer Service Team, the Wholesale Operations & Training Specialist handles a variety of tasks supporting all VF brands. Playing a crucial role in implementing training programs to enhance the skills and efficiency of employees within an organization and supporting a variety of operational tasks such as order management exceptions, running reports across multiple systems, and assisting the Wholesale Customer Service teams with daily operations. Each task or role has specific service levels and timelines to adhere to.

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

Operations Support:

• SAP Order Management: Monitor and manage SAP orders to track and report incompletes, IDOC failures, and request & confirm date matches.

• Collaboration with Leadership: Work directly with Wholesale CS leadership to monitor SAP workflows and manage chargebacks.

• Phone Log Monitoring: Track and report phone log-in, queue, and log-out times, providing monthly updates on overall SLA performance and suggesting improvements.

• Order Release Reporting: Generate multi-day reports on order releases by brand and by CSR. Create, run, and analyze system reports to manage days at the distribution center and return backlog.

• Order Backlog Auditing: Perform weekly audits of the order backlog report by brand, addressing orders that need to be cleaned.

• Trend Tracking: Track and report on trends to improve pricing and discount chargebacks and credits. Collaborate with credit partners to resolve credit holds that exceed a certain timeframe.

• Order Entry and Cleanup: Assist with order entry, credits, and other order-based cleanup projects, including pricing audits, opening system tickets, and system testing.

• System Challenges Support: Support the WS CS team in reviewing system challenges, investigating failed ASN trends, and assisting the support team in fixing system failures.

• Knowledge Base Updates: Collaborate with WS leaders to update the Wholesale Knowledge Base.

• Additional Duties: Perform any other duties or projects assigned to the WS CS Operations Team.

Training Support:

• Deliver: Training programs, including classes, presentations, and one-on-one sessions, to improve employee performance and compliance with company standards.

• Training Effectiveness Evaluation: Use evaluation forms, assessments, and feedback to measure the effectiveness of training programs and make necessary adjustments.

• Training Material Updates: Regularly update training manuals, job aids, and other materials to reflect changes in regulations, procedures, and best practices.

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+ years of Customer Service experience and professional achievements. 

The foundation skills you will need in this position are:

• Training Material Updates: Regularly update training manuals, job aids, and other materials to reflect changes in regulations, procedures, and best practices.

·       Computer proficiency with Cognos Reporting, BOBJ, SAP, Word, Excel, and Microsoft Office.

·       Customer service orientation.

·       High attention to detail.

·       Excellent verbal and written communication skills.