Senior Supervisor, Wholesale Operations Support

"I feel really lucky to be surrounded by such a great team. I'm not only grateful that they've helped me achieve my goals, but also that I can give them a place where they can achieve theirs."

- MICHAEL KORS -

We have an exciting opportunity for a Senior Supervisor - Wholesale Operations Support based in Venlo.

Department overview:

The Wholesale Operations Support Department plays a key role in managing B2B customer relationships and ensuring operational excellence across the wholesale sales cycle. Acting as the main point of contact between internal teams (sales, logistics, planning) and wholesale clients, the team is responsible for processing orders, coordinating deliveries, managing claims, and providing after-sales support. With a strong focus on accuracy, efficiency, and customer satisfaction, the department ensures a seamless end-to-end service experience for fashion retail partners and distributors globally.

What you will do:

You will oversee customer service operations, manage escalations, and support daily analytics. You'll coach a team of Wholesale Operations Admins on tools, KPIs, processes, and service standards.

You will drive customer satisfaction and support sales goals through efficient, high-quality B2B service. As part of the EMEA Distribution & Logistics team, you'll foster cross-functional collaboration and promote cost-effective, customer-centric execution.

Assist in developing and maintaining strong, collaborative customer relationships, specifically:

• Ensure customer orders are correctly processed, including invoices, pricing, shipping and deliveries.
• Manage escalated customer service issues, including coordinating when necessary, with the appropriate individual or functions.
• Monitor and manage customer KPIs and scorecards and develop service improvement plans for KPIs that fall below designated thresholds.

Analyze customer service issues and drive service-level improvements, specifically:

• Collect and analyze customer feedback to identify and root cause customer service issues.
• Execute service improvement plans to better meet customer requirements.
• Communicate regularly with internal stakeholders to drive implementation of service improvements.

Drive change and continuous improvement throughout the customer fulfillment organization, specifically:

• Be a positive force for change and inspire others to change.
• Recommend and develop process and system improvements and communicate recommendations to the Wholesale Support team.
• Understand company objectives and take action to drive achievement of those objectives.

Key Relationships

This role requires frequent interaction with the members of the wholesale support team, including the senior manager, managers, other team leaders and representatives. Additionally, this role communicates regularly with sales, logistics (including transportation and warehousing), accounts receivable, inventory control, merchandising and more to resolve issues and ensure that customer expectations are met. Externally, this role communicates regularly with customers to resolve service issues.

You'll need to have:

• A bachelor's degree in supply chain management, logistics, business administration, engineering, or a related field
• 3–5 years of experience in customer service and/or order management
• 1–2 years of experience in a supervisory or team lead role
• Strong customer focus and high attention to detail
• Ability to work well under pressure and in cross-functional teams
• Excellent verbal, written, and presentation communication skills
• Strong interpersonal skills and the ability to influence and persuade
• Analytical and problem-solving abilities, including root cause analysis
• Project and conflict management capabilities
• Ability to coach, support, and develop team members
• Capacity to multitask and prioritize effectively
• Proficiency in Microsoft Office and order entry systems
• A solid understanding of order management processes

We'd Love to See:

• Collaboration
• Communication
• Drive results
• Entrepreneurial
• Functional skills

MK Perks:

Our purpose is to make all employees and customers #FeelGreat with Michael Kors. When you join our business, we want you to feel like a valued member of the team from Day 1. To make your journey enriching with us, we offer –

• Cross-brand Discount
• Exclusive Employee Sales
• Paid Parental Leave
• Internal mobility across Capri Brands (Michael Kors, Jimmy Choo, Versace)
• Hybrid working (3 days a week in the office)
• Pension Contribution
• Health Insurance and Protection Income offered

To know more about working at Michael Kors, click here!

At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless