Customer Service Specialist

Customer Service Specialist

Kontoor Brands is a portfolio of three of the world's most iconic lifestyle, outdoor and workwear brands:
Wrangler®, Lee® and Helly Hansen®. Kontoor Brands is a purpose-led organization focused on leveraging its global platform, strategic sourcing model and best-in-class supply chain to drive brand growth and deliver long-term value for its stakeholders.

We're seeking an entry level Customer Service Representative to join our Wholesale Customer Service team. The ideal candidate will own a crucial part in delivering exceptional service internally and externally for the brands. This role is ideal for a proactive individual who thrives in a fast-paced environment supporting the day-to-day performance of our customer service team. You'll work closely with team members to identify performance gaps and provide coaching and ensure end-to-end synchronization.

Strong collaboration across teams including Sales, Order Coverage, Planning, Logistics, Replenishment, IS, and Distribution is key to success. Your goal is to support the Company vision and consistently exceed customer expectations.

Key Responsibilities:

• Provide customer service and order management accuracy and efficiency in order management processes to include daily, weekly, and monthly checklist.
• Meet accountability standards. Identify gaps and implement coaching, training, and workflow adjustments as needed.
• Communication bridge between Customer Service and cross-functional teams (Sales, Credit, Order Coverage, Planning, Logistics, Replenishment, IS, Distribution) to resolve issues quickly and collaboratively. Identify ways we can adapt business needs with agility and flexibility.
• Ensure accurate and timely processing of customer orders and contracts, maintaining account-specific procedures to support business growth and customer focus.
• Support daily release operations to Distribution Centers to meet corporate forecast goals, with emphasis on month-end accuracy and timely shipment releases.
• Partner with the Supervisor/Manager to review and develop automation goals that improve team efficiency and process accuracy. Align with End-to-end planning.
• Ensure customer compliance requirements and support resolution of chargebacks or service issues.
• Support seasonal ramp-ups, product launches, and promotional campaigns.
• Assist Customer Service Supervisor/Manger with special projects, report, and performance tracking.
• Other duties as assigned.

Skills for Success:

• Adaptable and resilient in a fast-paced, changing environment.
• Positive attitude and collaborative approach to teamwork
• Strong communication and problem-solving skills.
• Proactive approach to development and process improvement.
• Independent and self-motivated, able to work effectively with limited supervision.
• Strong analytical, critical thinking, and decision-making skills to manage priorities effectively.
• Proficiency in MS Office

Experience/

Education:

• 1-2 years of experience in Customer Service
• High School Diploma required; associate or bachelor's Degree preferred.
• SAP experience preferred.
• Knowledge of EDI processes and customer compliance standards preferred.
• Experience assisting with process improvements or new customer implementation a plus

Leadership Competencies Expected for this Role:

Foundational Leader

Global Agility – Be open and adapt quickly when things change

Purposeful Integrity – Do the right thing, even when no one is watching

Strategic Foresight – Think ahead and plan for what's coming

Customer Centric Innovation – Find better ways to serve our customers

Urgency for Impact – Act fast and get results that matter

Bold Accountability – Take ownership of your work and results

Empowered Collaboration – Work well with others to get things done

Why Kontoor Brands?

At Kontoor, we…