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Supervisor Retail Customer Care (m/f/d)

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Hugo Boss

7d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Metzingen

AI generated summary

  • You must have commercial training, experience in customer service or retail, team leadership skills, be proficient in MS Office and SAP, fluent in English and one other European language, and be shift-ready.
  • You will manage daily operations of the Retail Customer Care team, support complex cases, develop processes, lead a sub-team, train new employees, and handle scheduling and reporting tasks.

Requirements

  • Successfully completed commercial training and several years of professional experience in a comparable position in customer service and / or retail
  • First experiences in leading teams are an advantage
  • Confident handling of common hardware and software (MS Windows, MS Offcie, browser, etc.), as well as experience with call center systems and SAP are an advantage
  • Very good knowledge of English and at least one other European language such as German/French/Spanish/Italian/Polish and/or Dutch
  • Strong problem solving skills with a proactive and innovative approach
  • Analytical and structured way of working
  • Focus on customer satisfaction and a strong service and solution orientation
  • Willingness to work shifts, including weekends

Responsibilities

  • You are responsible for managing the day-to-day operations of the Retail Customer Care team across all communication channels (phone, chat, email, etc.), languages and business models, taking into account and adhering to SLAs and KPIs
  • You provide advice and support to the team in all aspects of the business
  • Take on complex cases with appropriate solution finding for both our end customers (direct contact) and internal and external partners and colleagues from the stores
  • You proactively take charge of the further development of our processes
  • You lead a sub-team of 4-8 employees, conduct performance reviews and act as a leader and coach in equal measure
  • Recruiting and training of new employees and conducting trainings
  • Organizational activities such as the creation of shift schedules, reporting, process documentation/knowledge database maintenance

FAQs

What is the role of a Supervisor Retail Customer Care at HUGO BOSS?

The Supervisor Retail Customer Care is responsible for managing the daily operations of the Retail Customer Care team, focusing on customer satisfaction across various communication channels and ensuring adherence to SLAs and KPIs.

What qualifications are required for this position?

Candidates should have successfully completed commercial training, several years of professional experience in customer service or retail, and preferably have experience in leading teams.

Is knowledge of languages important for this role?

Yes, very good knowledge of English and at least one other European language (such as German, French, Spanish, Italian, Polish, or Dutch) is required.

What software and systems should candidates be comfortable with?

Candidates should confidently handle common hardware and software, including MS Windows and MS Office, and have experience with call center systems and SAP, which is an advantage.

Are there opportunities for personal development in this position?

Yes, HUGO BOSS offers a wide range of training opportunities, both online at HUGO BOSS University and through external training providers.

What are the working hours and shift requirements for this role?

The role requires a willingness to work shifts, including weekends.

What benefits are offered to employees in this position?

Benefits include a competitive salary, vacation and Christmas bonuses, a mobility allowance, an annual clothing allowance, a company pension scheme, a gym, 30 vacation days a year, and exclusive discounts for shopping and arts.

How does HUGO BOSS support work-life balance?

HUGO BOSS supports work-life balance through flexible working models, offering 'Threedom of Work' with a combination of on-site and remote work, as well as personal time off through the 'Me Time' program.

Is there a focus on sustainability within HUGO BOSS?

Yes, sustainability is one of HUGO BOSS's key values, and the company is committed to environmental, animal, and climate protection, along with human rights.

What is the team structure in the Retail Customer Care department?

The Supervisor leads a sub-team of 4-8 employees, conducts performance reviews, and acts as both leader and coach.

Take the next step and find the perfect job for you – What's your HUGO BOSS?

Retail & Consumer Goods
Industry
10,001+
Employees
1924
Founded Year

Mission & Purpose

At HUGO BOSS, we firmly believe that the passion and dedication of our employees is the essence for the successful execution of our “CLAIM 5” growth strategy. A strong commitment to empowering people and teams is therefore firmly anchored in “CLAIM 5”. In this context, our HUGO BOSS values – entrepreneurial spirit, personal ownership, team mentality, simplicity & quality, and youthful spirit – play a key role. They form the guiding principle for day-to-day cooperation and are intended to foster a spirit of mutual trust. The aim is to create an environment that enables all employees to develop their individual talents and thus directly contribute to the success of “CLAIM 5”. On top of that, HUGO BOSS intends to continue positioning itself as one of the most attractive employers in the fashion industry. This, in turn, should enable us to attract the best talents in the sector.