Wholesale Customer Service Representative

We are looking for a Customer Service Representative fluent in **English** and **German** to join our Wholesale Customer Operations team in our Pederobba office.

**About VF**

VF is one of the world’s largest apparel, footwear and accessories companies connecting people to the lifestyles, activities and experiences they cherish through our family of iconic brands such as Vans®, The North Face®, Timberland®, Dickies®, Eastpak®, Napapijri®. At the heart of our journey lies our company-wide purpose: We power movements of sustainable and active lifestyles for the betterment of people and our planet. This is our purpose. It’s the reason we come to work every day. It’s a commitment shared by our global associates across all brands. Our purpose unites us and leads us to pursue our goals, together. This is our calling.

**Let’s Talk about the Role**

You will be the first point of contact for our Strategic DACH Accounts for all EMEA VF brands, being responsible for tracking the lifecycle of your accounts from order entry to final delivery, along with being the first point of contact for the Team on Operational activities. You will engage and manage relationships with external and internal stakeholders to ensure smooth orderbook management, with a main focus being optimizing conversion by utilizing pivotal connections with central and regional functions.

**How You Will Make a Difference**
- Understand and support Strategic accounts across EMEA for all VF brands, working collaboratively with colleagues to deliver strong performance on both orderbook and case management KPIs
- Monitor your orderbook, identifying and resolving any issues which could impact order conversion, in-line with VF’s objectives.
- Escalate any risks to conversion or unresolved issues to line manager
- Follow the end-to-end order to shipment process, liaising with our Fulfilment Centres when required, to ensure timely shipping
- Follow the end-to-end Return Process
- Handle all customer contact professionally, investigating thoroughly and promptly with the goal of creating an excellent customer experience
- Manage the end-to-end resolution of customer complaints, liaising with other internal departments as required to give customers the best possible outcome within business guidelines
- Process requested orderbook amendments such as cancellations and repricing, ensuring all appropriate approvals are in place
- Understand and interpret a variety of daily reports as needed to support customers with any queries
- Any other ad hoc requests to support the department and the business as and when required

**Skills for Success**

With your ability to build strong working relationships with a diverse range of people you will also bring the following skills to the role
- Outstanding verbal and written communication in English and German
- Excellent attention to detail
- Previous experience in a customer service role
- Understanding of logistics and DC activity
- Experience with order management systems (SAP or similar) and CRM.
- Ability to balance responsibilities in a dynamic and fast-paced environment
- Strong Excel skills with the ability to interpret vast amounts of data and produce reports
- Strong analytical skills with a flair for problem-solving

**Free to Be, Inclusion & Diversity**

As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness and authenticity. We are committed to building and maintaining a workplace that celebrates the diversity of our associates, allowing them to bring their authentic selves to work every day.

As an equal opportunity and affirmative action employer, VF is committed to support disadvantaged groups whilst providing equal opportunities for both VF associates and applicants alike.

If you like what you have read and want to join our team then we would like to hear from you

R-20250529-0011