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CUSTOMER SERVICE COE NEWSLETTER #01 MEET THE TEAM COE CONNECT AUDITS & PROCESS UPDATE WHOLESALE TRAINING REPORTING CHANGE – VAS, SAP, PROJECT UPDATES COMMUNICATIONS NOVEMBER 2020

MEET THE TEAM COE VICTORIA GARDNER In September, w CS COE SNR MANAGER portal as a one- raise requests an My name is Victoria and I'm the CS Centre of Excellence requests coming Snr Manager. I've been working for VF for twelve and a tickets have bee half years and I started as a Team Coordinator (now 523 have been c Team Leaders) for the BeNeLux market, looking after the completion time Kipling, Eastpak and JanSport brands. the biggest volu branded teams, I've had some great managers who gave me plenty of Napa. opportunity to develop and I was involved in many projects including project Rubik, which was the TICKETS RAISED BY Timberland integration project, and Sherwood, where we MONTH, BY COE AREA moved into the Curve in Nottingham. I then worked for a SINCE OCTOBER short period as the Distributor Manager before moving into the Centre of Excellence where I took care of AVERAGE 4 Change. DAYS TO RESOLVE I'm now very lucky to lead the COE team; I love my current role as it's so diverse. No two days are the same and as we all know - VF never stands still! It's a real pleasure to work with the COE team; a group of really professional and highly skilled specialists who manage to juggle everything that our ever changing landscape brings with it and always keep a smile on their faces. My advice for anyone who wants to progress within VF is to take every opportunity to broaden your knowledge and gain experience. Sometimes it can feel like you're moving sideways rather than progressing. Stay positive, keep learning and take time to enjoy all the opportunities that VF can offer. It's worth it! I live in Hathern in Leicestershire and I'm married with 2 boys, Seth, aged 9 and Joel, aged 6. Outside of work, all my time is dedicated to them. We have a lot of shared hobbies; we have learnt to play the piano together and we all do karate. The boys are aiming to be black belts by the time they're twelve… I will almost certainly never get that far!! I really hope you enjoy this newsletter and that it's useful to you. If you have any feedback for us, please get in touch - we'd love to hear from you! TICKETS RAISED BY BRAND SINCE LAUNCH

E CONNECT PORTAL JUNE JENSEN we launched the COE Connect SYSTEMS -stop shop for Customer Service to INTERFACE nd to give us visibility on all SPECIALIST g into the COE. More than 600 en raised since go live, of which completed. The average e is currently 4 days. We’ve seen ume of tickets raised by Cross- , closely followed by TNF and A TICKETS RAISED BY DEPARTMENT SINCE LAUNCH

WHAT ARE SOX AUDITS? IMPACT OF THE Besides being one of our least It means we had to implement With lockdown, the furlough sche favourite tasks, you mean? checks to ensure that our and everything else going on, Joking aside; being part of an business practices are Customer Service have been American company means protected from potential operating with reduced headco that we have to comply with fraudulent activity - our brands which meant most audits were p the 2002 Sarbanes-Oxley Act have policy documents that on hold to avoid placing any fur that was passed in the States detail the approval flows for pressure on our teams. The ‘Man as a result of some high-profile rejections, sundry documents, Price/Discount’ audits, however, corporate fraud cases. high value returns etc. required and have been run by COE as normal. Thankfully, there THE CURRENT AUDITS THAT WE RUN ON A MONTHLY BASIS ARE: have been no examples, so CARRIE AB PROCESS & GOVERN COORDIN AUDITS ARE A LEGAL REQUIREMENT AND A PART OF RUNNING BUSINESS SOX AUDITS SIMON DIMENT PROCESS & DATA GOVERNANCE COORDINATOR

LAST FEW MONTHS eme therefore nothing to pass on to the CS teams. ount, put We’ve also been supporting CS rther in carrying out a project to nual harmonise the content and , are structure of our brand policy the documents and ultimately e migrate over to a database tool. WHAT’S NEXT? We’ve got our sights set on catching up with the backlog now that CS are back from furlough and SAP migration has been completed for all brands. Following discussions with the Senior Leadership Team, it was decided to issue audits for Q1 and Q2 in bulk, with extended completion dates. CS have been asked to complete Q1 audits by 01/12/20 and Q2 by 31/12/20. Once the first half of the year is completed, it should be easy to catch up on Q3. The extract reports were designed with the expectation that CS would become responsible for running their own audits each month. Once the policy document structure review has been completed, we will: • Update the brand filters • Test the extract report • Update training materials and provide training to your CS Audits SPOCs • Provide periodic refresher updates as necessary THE SUCCESSFUL COMPLETION OF THE AUDITS RELIES ON YOUR COMMITMENT AND YOUR EFFORTS ARE ALL VERY MUCH APPRECIATED. PROCESS UPDATE BBOTT & DATA NANCE NATOR CUSTOMER MASTER CREDIT HELD POSTCODE CANCELLATION CS reported an increase in the number of Vans CS requested better visibility and more pick tickets being recalled from the DC due to incorrect town/postcode detail on credit held orders, to allow them to combinations, particularly when using TNT ensure the relevant orders are rejected in Italy and Ireland when clearing up the aged orderbook We have been investigating our existing reports Ongoing discussions have been taking place to identify if the requested data can be between the Logistics and MDM teams, in an included. An amendment was made to the Live effort to find a better process for the future. The Order Download Report, allowing the user to most recent address files have been shared select and view credit held orders along with with WHS team leaders and the MDO team. their credit held value and OBD creation date - Next, the MDG team will be looking into this option can be found in the reporting hub in possible options to proactively check the Cognos. CS now have visibility of the sales quality of the customer master data on a orders that have been credit held for the regular basis. longest period. The Vans CS team confirmed the requirement and the Training team have rolled this out to the wider CS community.

WHS TRAINING AV SAP To continue to support the needs of our remote learners, the training team is moving •S towards a more digital approach to training delivery. •A To support this, we started recording all our training sessions and are making them available •I for you in the Training Library. You can find them in the Recorded Sessions folder as well as •E under the corresponding topic’s folders. If you missed any of the training sessions, or need a refresher, we encourage you to speak to your Team Leader and schedule some time to go •S over the online content at your own pace. •E •C If you have any comments of questions, you can post them directly under the video or reach out to us with any feedback at [email protected]. Now you have another tool to truly own your learning development! KASIA SU WHS TRAINING L SOFT SKILLS TIP DEAN PORTER CS WHS TRAINER EAT THE FROG! The motivational speaker Brian Tracy took this famous saying attributed to Mark Twain, and developed it into a really great productivity technique that helps to avoid procrastination. IF IT’S YOUR JOB TO EAT A FROG, IT’S BEST In short… TO DO IT FIRST THING IN THE MORNING IDENTIFY YOUR FROG DEA FOR Also known as your hardest, most SEN important task for the day. Choose only one. EAT IT! NEW REPOR Do your most important task, first So here in the data lab of COE Towers, we (a thing in the morning. Don’t give working hard to make all our output as super yourself the time to put it off. come to expect. REPEAT EVERY DAY You’ll be amazed how WHOLESALE trials with all WHS managers. Genes quickly these small steps virtual add up to big Currently, we are really Version two of our ‘Blockers’ report accomplishments and excited about our new Sales has recently been launched, Lastly, better productivity. & Operations reporting as well making it the latest version of an releas as the ‘Blockers’ reporting, important tool that ties together across which are both high up on our our managers’ most recent report priority list. updates and current performance V4.5, L against our targets. and C BEN HUNTER S&Op ties together over 70 Down ANALYSIS pieces of data at the click of We have also just undertaken our availa MANAGER a button – this feeds into first online Advanced Cognos featur operational performance session, which was also our last Logisti over the month and season. We are currently running test

VAILABLE IN THE LIBRARY P Learning Rooms Co&Co Sundry Documents • Invoicing Amendment Forms • Fill up and Pick Up Incompletions EDI IDOC errors Sundry Document Refresher EDI Introduction Cognos Advanced Training ULEK LEAD With a huge increase expected for year-on-year sales in eComm and with the challenges of people working from home, the COE will be looking to provide the teams with everything they need (and more!) this coming Black Friday. Dean B has worked alongside eComm to ensure (as best we can in a pandemic!) that we have the right numbers of people across our three sites to answer the expected deluge of customer queries, so what comes next? PATRICK MURPHY Well, to ensure things run smoothly on the day, we will increase our level of eCOMM REPORTING reporting, we’ll have hourly updates on performance – done with our patented blend of humour and analysis, to keep the agents motivated! – how many cases SPECIALIST have opened, how many we have closed, who the top closer is, live chat, what’s AN BOWLEY that promoter count looking like and much more besides. RECASTING NIOR ANALYST As things develop throughout the day, we will be proactive and reactive in equal measure, to meet the demands of the department and ensure that everyone has the data they need to have another successful Black Friday. We will be ready! Also helping the front line will be several of our COE team members, supporting on cases and communications, giving our colleagues the information they need. eCOMMERCE RTS In our eComm reporting sphere, performance, team benchmarking we are looking at Scorecards, Live and individual performance as always!!) are very busy, Chat and moving from standard tracking and development. r awesome as you have dailies into doing more intraday updates. For our Live Chat Reporting, we’re sis session – what a excited about working on more real l experience it was! Our Scorecard will take a time analysis as well as utilising more comprehensive look at agent interactive drill-downs! , we’ve recently sed some updates REPORTING s our main wholesale ts: OPR Order Download FELIX HUGHES JOHNATHAN BIRD Live Order Download 1.1 WHS REPORTING REPORTING Customer Master SPECIALIST SPECIALIST nload 2.1 are all now able, these include res such DC Filters & ic Attributes.

CWHSHANGE VAS U Have you got an idea for improving service to our customers? Does ALMELO CRD ONBO something in the system not work quite right? A Change Request might be just what you need! On the 9th December, our brands – icebreaker, Altra CHANGE REQUESTS LIVE Timberland – go live on the Requirements Database, a We recently introduced an enhancement to the Mass Update them with our remaining b functionality in Cockpit, which now allows users to update 4 additional introducing a new process fields; The process for onboarding • PO Almelo brands included w • Internal Text closely with the DC and en • External Text test the CRD approval flow • Delivery Blocks action the migration of da This change has been instrumental in decreasing the manual workload of This will give us more visibilit updating individual orders, as well as made us less reliant on external customer requirements an support from AMS. the harmonization of custo across all our brands. Look out for future Cockpit improvements! AN In addition to the Mass Update improvements, and with your help, we've SAP also implemented multiple changes to benefit our Strategic accounts, such as faster turnaround on STO orders for Zalando and EDI automated incompletion rejections for Amazon. THANK YOU FOR YOUR SUPPORT Thanks to all of you for helping us with all the necessary testing, checking a reso the tim and validating on the Change Requests that have been completed over the past few months. With the new COE Connect platform, we expect our collaborative work Back to SA to be even better and we look forward to hearing your suggestions for such as: future Change Requests and improvements. WHAT’S NEXT? • Incomplet • Concessio With Project Genesis now behind us, VF has introduced a new centralised • Rejection approach to the Change Request process and your Change team within • Sundry Do the COE are hard at work, training and implementing this new process • Roll out of Mass Upd into our activities. We also want to give a big THA MICHELA VACCA working hard to support and an CS CHANGE PARTNER Thanks to all who have been using the questions. This is a great place for us a new. We really love to see colleagues GUILLAUME EPRINCHARD CS CHANGE PARTNER

UPDATE VANESSA SAMPONG VAS & CUSTOMER DATA OARDING AUTHORISATION FORM COORDINATOR Almelo Also on the 9th December, a new and MDG EMAIL NOTIFICATIONS and simplified Authorisation form will be e Customer launched for all non-Almelo brands. The Change Request for MDG email aligning The new form has only two tabs, can notifications went live on 20th brands and be uploaded to the CRD tool and October, and now sends automated s flow. includes standard packing and notifications to Customer Service shipping info. regarding newly created customers g our or amendments done in the working Users will be able to amend contact Customer Master. details for existing customers set up ngineers to with booking-in, directly in the CRD, This was implemented through a w and without having to request the collaboration that started back in Q2 ata. amendment through the VAS 2019 with the collection of Coordinator. requirements and has now been ty of completed following the CS nd support supported UAT that took place in omers September. NNA BATES SAP UPDATE P SUPPORT Welcome to the Q3 update on a little thing called SAP. As we all know, working from home has been a challenge for SAP, and there have been days where the ability to complete our daily tasks has been impacted. This can be frustrating, and we know it takes a lot of patience! We’d like to take the time to reassure everyone that the recent decreased levels of system performance are being treated as an absolute priority to rectify and resolve. We hope to provide you with a more comprehensive update over the next few weeks. As mentioned in the COE Connect update, the way you can support is to continue to log any system issues you encounter by using the “SAP Performance” option on the form. Doing so supports us by providing the facts and figures we need to continue to drive the issue and reinforce the impact it is having on CS. This will lead to olution where we can get back to a state of business as usual. Many thanks to everyone who has been taking me to log their experiences so far. AP, and in recent months we have been focusing on streamlining the correct process and procedures in SAP tion Log Weekly Cycle on & Consignment Invoicing Codes for Return Documents ocument F-Style & Reason Codes f new Change Requests such as new dates options in Cockpit ANK YOU to the SAP SPOCs who have been nswer all your SAP queries – big and small! e SAP Forum on Yammer to post and answer all to share knowledge and learn something s posting on the forum, so please don’t be shy!

CHANGE MAHAD ABD CHANGE & P OPTIMISATIO As of 31st January 2020, the UK has withdrawn from the European Union and with tha changes that will affect many aspects of the relationship between the EU and UK, in BREXIT These changes will influence how VF works with our UK customers, one of the largest influential markets in EMEA for many of our brands. A withdrawal agreement was rea to allow a smooth transition before the changes take effect 1st January 2021. STATUS WHAT’S NEXT? A Brexit project team spanning all VF functions was Next steps for us are the activities around created to take a proactive approach, through a cleansing and completing open returns review of how we currently work with the UK market, before the freeze, finalising the returns any potential changes and how we can adapt to process with the Calverton DC and minimise any disruption in our supply chain and our maximising our releases before the service to UK customers. cutover. We have worked with the project team to put We also have the CS Brexit Webinar together a cutover plan, send customer coming up for the teams that service the communications and review any potential changes. UK market. Thank you to everyone who has submitted questions via the Brexit Hub, The returns process is the main change that has been and I hope to see you all in the webinar. identified for CS, and although we do not foresee any major changes to how we work, we are still waiting for the EU and UK’s discussions to conclude. ALBION Albion project is one of the most exciting VF projects in recent times – not only does it bring us a new, innovative DC, but it also allows three of our biggest brands, Timberland, Vans & The North Face, to ship from multiple DCs. STATUS WHAT’S NEXT? The project is currently in In December, we will start training the Super Users in preparation for UAT the Build Phase where scheduled for February, and for this we have recruited four Albion the technical team are Change Champions – one CSR from each brand and one CSR from the working on the system Strat team – to work alongside the COE. changes. While they are busy building, we are CARLA VETTORI HAZEL ZAFFARESE ONOME ABARA CHRIS THOMPSON busy working on mock simulations of moving our The four Change Champions will participate in the Super User training, orderbooks and conduct the UAT and support our CS Training Lead with the training. customer master changes to make sure We have already had a kick-off session internally with the COE and the everything works out for Change Champions, and a wider onboarding session with all the Super the real move next year. Users across the different functions. Our focus will now be on training and preparing for UAT, and I could not be more excited to work with this team as we progress towards the opening of our brand-new DC!

DULLAHI COMMUNICATIONS PROCESS ON MANAGER at comes DAILY DIGEST ncluding trade. Hopefully, you’re all aware of the Daily Digest – our daily Customer Service round t and most up of interesting articles, ideas, tips and suggestions covering a whole host of ached for 2020 subjects from working from home to weekend activities and virtual events. I’m lucky enough to have members of the Purpose team supporting on several issues throughout the week – the Worthy Work edition on a Monday, the Outside Matters edition on a Tuesday and of course Wellbeing Wednesday, which is put together by members of the Free to Be stream. I love having that daily ‘connection’ to the rest of CS and it absolutely makes my day when someone contacts me to give feedback, let me know what they enjoyed or even submit a photo or story. The Daily Digest has been going for 180 working days – since Wednesday 18th March! – and we hope you still enjoy it. If there’s anything that could be done better, please let us know. We want to evolve and change to fit your needs, so please feel free to send in any ideas you have. CHRISTMAS VIDEO Another staple of the Communications role is of course the Christmas video, which we‘re currently in full swing filming. I think after more than 180 days of WFH, we’re all used to Zoom calls big and small, but I’m still just so impressed by everyone’s energy and enthusiasm for doing silly dances and having a bit of virtual fun. It’s for a good cause – ours and everyone else’s enjoyment! I can’t thank the people who have been involved so far enough and if there’s anyone out there who would like to take part, there’s still time! J BLACK FRIDAY IN eCOMM With everything that’s going on in the world, it’s no surprise that our eCommerce channels are doing amazingly well and we’re expecting Black Friday to be bigger than ever. Our eComm department is well known for their super engaging Black Friday activities, keeping everyone motivated with fun, games and a lot of pizza. This year is of course going to be a little bit different, so I’ll be supporting the team with various Black Friday communications on the day and in the following week, giving them more time to focus on our customers. HAVE YOU GOT FEEDBACK? LET US ANNA JOHANNSEN KNOW YOUR THOUGHTS! GET IN COMMUNICATIONS TOUCH… COORDINATOR [email protected]