Freelance eCom Customer Service Legal Junior Specialist

About PVH Corp.

PVH is one of the most admired fashion and lifestyle companies in the world.

We power brands that drive fashion forward – for good.

Our brand portfolio includes the iconic CALVIN KLEIN and TOMMY HILFIGER. We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That's the Power of Us. That’s the Power of PVH.

The Team:

Fitting within ECOM Europe, Customer Service handles over approximately 150 escalations daily coming from customers through the Call Center, for both Tommy Hilfiger and Calvin Klein. ECOM Customer Service supports around 27 different European markets and strives to ensure operational excellence that translates into an improved consumer-centric journey by building strong ties with other Teams within ECOM particularly, PVH as a whole and the Call Center. With other talented professionals solving complex queries and working on projects to optimize processes, Customer Service supports the growth of our websites tommy.com and calvinklein.com striving for outstanding quality service to our B2C customers.

The Position:

As a Customer Service and Legal Coordinator, within a Team of several talented professionals, reporting directly to the Customer Service Assistant Manager, you will be responsible for improving Legal and GDPR process within Customer Service. You will be handling GDRP and Legal related customer cases and reporting potential issues and bottlenecks to the relevant Teams. You will be in close communication with the internal Legal team to solve complex cases and with the Contact Centre agents to advise them on case resolution. You will also take ownership of the resolution of all potential legal threats while liaising with external legal entities.

Key Responsibilities:

• Act as the main point of contact for Legal & GDPR topics within the CS Team

• Manage sensitive cases and potential legal threats and work with relevant stakeholders to solve the cases in a timely manner

• Stay up-to-date on the GDPR legislation rules to apply in your day-to-day activities, and own the GDPR escalations handling

• Work closely with the legal POCs within the contact centre to tackle ongoing topics, improve collaboration, enhance their knowledge and provide legal and litigation advice

• Be responsible for identifying and escalating Data Breaches and providing with resolution guidance and legal recommendations

• Identify common problems and improvement opportunities and work closely with the management and relevant stakeholders to close potential gaps

• Work on projects in order to improve overall consumer experience as well as share best practices and contribute towards building a supportive team environment

• Familiarize yourself with new products and services, system & policy changes, upcoming initiatives & campaigns as they are introduced within the business

The Ideal Candidate:

• Bachelor’s degree in Business or related fields

• Minimum of 2 years of proven working experience in Customer Service, preferably in the world of fashion and apparel

• With a background in the Legal field, or experience working with data privacy and legal topics

• Practical experience with helpdesk/CRM software, such as C4C or Salesforce is a plus

• Excellent Team player, supportive of team members and able to take own initiative

• Working knowledge of Microsoft Office applications, Asana

• Strong written and verbal skills in English, as well as a high level of accuracy and attention to detail

• Proactive, self-motivated, multitasker and a good communicator

• Sound judgment and excellent problem-solving skills, strong sense of ownership and accountability

• Committed to putting customer at the heart of everything we do

PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.