Customer Service Manager

OVERVIEW

The manager is an advocate for establishing and maintaining strong relationships between key stakeholders, internal personnel, brand business leaders, agency sales teams, and our external customer base.

This person is responsible for hiring, coaching, developing direct reports and reviewing, adjusting, and executing business processes.

The manager will work with their counterparts in the North American portfolio to harmoniously orchestrate continuous improvement in our delivery systems to ensure top performance against our quality standards, resulting in exceptional service to our customer base.

ESSENTIAL DUTIES & RESPONSIBILITIES

The duties and the responsibilities described below represent the expectations of a manager.

• Monitor teams’ individual communication via salesforce, phone recording, and chat to ensure timely execution.
• Monitor orderbook through our OB dashboard and our reporting systems to ensure timely shipments to the dealers. Investigate all open orders, make cancelations, provide ETA’s, remove delivery blocks and past cancels, and ensure the reps/dealers are notified of a change in status.
• Monitor fill rate on accounts/orders to ensure timely shipping windows and delivery to customers.
• Monitor and help troubleshoot orders stuck in processing (ZGOIN) to ensure orders flow into SAP in a timely manner.
• Manage, coach, and help develop direct reports to ensure all daily tasks are properly completed in a timely manner.
• Help recognize and develop each team member to ensure contributing members to the organization are properly developed for promotions or other roles within the organization.
• Assist the CX Director, other CX managers and other CX team members.
• Support CX team through transitions.
• Identify system & process improvement opportunities.
• Assist on system testing and projects
• Assist the CX specialist with training new employees.
• Assist the CX specialist on process definitions and mapping.
• Assist team members with workload and maintain KPI performance.
• Knowledge of AFO/BI reporting.
• Reinforces a positive and supportive day-to-day team environment.

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Strong interpersonal skills and ability to empathize.
• Excellent communication skills and self-confidence to work independently with an array of business areas and brands without instruction.
• The ability to multi-task and quickly change priorities/focus based on business needs/immediate demands.
• The ability to manage and lead a team of Consumer Experience professionals.
• Develop innovative ideas to improve Consumer Experience standards and elevate service levels for our customers.
• A commitment to improve your own Consumer Experience skills on an ongoing basis.
• High Proficiency in Microsoft Suite (Outlook, Excel, Word, Power Point, Teams)
• Experience with SAP, Salesforce, or related CRM is preferred

REQUIRED EDUCATION & EXPERIENCE

• Bachelor’s Degree, preferably in Business, Sports Management, or Marketing. A High School Diploma or GED may be substituted for requirement as determined by leadership. A combination of education and experience may be considered in lieu of completed degrees.
• 5+ years previous experience in customer service preferred, optimally in winter & outdoor sports equipment.
• Minimum 2 years’ experience in leading, coaching and training people; also working alongside business leadership within a company.
• Proficient in Microsoft Office Suite
• A passion for outdoor sports and previous experience in a team environment is preferred.
• Travel requirements (driving, hotel accommodations, flying)

SALARY RANGE: $75,000 to $80,000

COMPANY BENEFITS INCLUDE: comprehensive health, dental and vision care, RRSP, $300 annual recreation allowance, $300 annual clothing/product allowance, employee discount program, % based annual bonus, and $200 annual safety shoe allowance.