Customer Service Supervisor

Dr. Martens is more than a brand - it's a global icon with over 60 years of attitude, heritage, and cultural impact. We're a thriving, values-driven business powered by diverse thinkers, bold doers, and people who bring their whole selves to work. If you're ready to make your mark, you're in the right place. At DM, our values guide everything we do: Be Yourself, Act Courageously, Show You Care. They're not just words - they're how we turn passion into progress. WHERE YOU CONTRIBUTE Lead and coach a team of B2B Customer Service Representatives to deliver a premium, reliable service to wholesale accounts. Ensure the order‑to‑cash process runs smoothly, issues are resolved efficiently, and account relationships remain strong. This role directly influences revenue protection, partner satisfaction, OTIF performance, chargeback reduction and operational efficiency. It translates brand and service standards into daily wholesale execution while collaborating closely with Sales, Demand Planning, Global Supply Chain, DC Operations and Finance. CORE ACCOUNTABILITIES Lead, coach and develop the Customer Service team to deliver high performance, strong engagement, and consistently high service standards. Own wholesale orderbook execution, including acknowledgements, EDI management, delivery date accuracy, backorders, substitutions and cancellations. Ensure compliance with retailer requirements, including vendor portals, routing guides and chargeback‑prevention procedures. Partner with Sales, Planning and GSC to prioritize inventory, identify risks/opportunities, and ensure accurate and timely flow of orders. Resolve escalations related to fulfilment, invoicing, shortages, damages, chargebacks and credit processing, ensuring timely and professional communication. Drive continuous improvement through SOP creation, standardization, analysis of recurring issues and implementation of cross‑functional fixes. Own KPI and reporting rhythms for service levels, OTIF, fill rate, cancellations, credit/returns cycle time, case volume and SLA performance. Represent Customer Service in weekly commercial and orderbook forums, raising insights, blockers and cross‑functional asks. Ensure data and systems accuracy, leveraging tools such as CRM, ERP (e.g., Dynamics AX/D365), Power BI and retailer portals. KEY SKILLS & CAPABILITIES Wholesale B2B customer service experience within footwear, apparel or comparable consumer goods. People leadership capability, including coaching, feedback, delegation, and building a high‑performance, values‑led team culture. Strong analytical and technical skills, including advanced Excel, orderbook analytics and confidence using ERP systems (e.g., Dynamics AX/D365) and reporting tools such as Power BI. Excellent communication and relationship skills, able to partner credibly with Sales, Planning, Supply Chain, Logistics, Finance and external accounts. Process discipline and continuous‑improvement mindset, able to identify inefficiencies, create SOPs and drive adoption. Highly organized and detail‑oriented, with strong prioritization skills and comfort managing high‑volume workloads. Brand‑led and consumer/partner‑first mindset, aligned to the organization’s values and service expectations. We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF ACT COURAGEOUSLY SHOW YOU CARE At DM your technical capability will go hand in hand with the below: Great relationship management that delivers results through effective teamwork You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members You will take ownership for your own development, proactively seeking out feedback to build self‑awareness You will bring the outside‑in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving You’ll lead the way and role model on all things DE&I & wellbeing WHAT'S IN IT FOR YOU? Welcome to the brand pair of Docs Employee discount of 65% off footwear and 50% on accessories Early Friday finish in the summertime Amazing Portland based office & rooftop Hybrid work schedule Affordable & comprehensive Medical, Dental & Vision packages Our Employee Assistance Program – for when times might get tough 401(k) Pre‑Tax and Roth Retirement savings plans DM Foundation, supporting and empowering our communities around the world Paid volunteer hours PAY DETAILS $30.00 - $35.00 per hour. Exact compensation may vary based on skills, experience, and location. READY TO FILL YOUR BOOTS? If you're excited to own your impact, shape the future of an iconic brand, and grow your career in a place that champions individuality - we'd love to hear from you. We encourage applications, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to authentically speak to our consumers. We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included, whatever their role in the Dr. Martens community. #J-18808-Ljbffr