The Customer Service Manager is responsible for managing our customer service team to achieve superior consumer and dealer satisfaction with the goals of providing best-in-class service in the ski and outdoor industries and maximizing sales opportunities. The Customer Service Manager will develop and maintain a strong customer service team with a strong service and sales mentality. This position will service our key accounts and oversee our dealer service, consumer service, and warranty activities.
MAIN RESPONSIBILITIES & ACTIVITIES
Hire, train, develop, and manage customer service team members, including dealer service, consumer service, and warranty roles. Maintain appropriate staffing during our seasonally high and low volume periods to ensure adequate coverage and response times to customer inquiries
Manage all daily customer service activities and personnel to ensure the highest degree of service possible
Manage the functional responsibilities and territory assignments of the customer service reps for optimal results
Assist our sales management team by coordinating proactive sales efforts by the dealer service team
Oversee the order management process to ensure timely shipment of orders and prompt recognition and resolution of issues, such as new account setup, inventory shortages, or credit-related matters
Work with the customer service team and warehouse to ensure timely and accurate shipment and returns processing
Provide dealer service to our key accounts. Work with internal and external teams to deliver exceptional service to key accounts while identifying and maximizing sales opportunities. Ensure that key account order, shipping, and invoicing requirements are executed accurately and consistently. Handle related EDI transactions as needed.
Oversee our warranty and direct-to-consumer service and activities
Establish and communicate clear processes, expectation levels, and response times for all aspects of the customer service function
Establish and run weekly customer service meetings and manage the customer service calendar
Establish and monitor service metrics
Organize customer service assistance at tradeshows, sales meetings, sample sales, and other company events
Demonstrate proficiency and leadership with our computer systems and software, including our ERP system (Microsoft Navision)
Execute on a variety of projects, assignments, and tasks that may be assigned
Learn and understand our brands and products. In addition to on-the-job training, the employee is encouraged to use, enjoy, and better understand our products outside of work. The manager is expected to be a technical product resource for the customer service team and company
Foster a culture of high performance and a positive, upbeat, and helpful attitude among the customer service team
The position calls for regular, close communication with consumers, dealers, warehouse, sales reps, operations, accounting, and other contacts within the business
Three to five years of customer service and/or retail experience, preferably in the ski or outdoor industries
Two years of management experience
Excellent written and verbal communication skills and strong interpersonal skills. Outgoing, social personality
Ability to work and communicate effectively with a passionate and professional management team
Effective time management skills (including the ability to work efficiently, prioritize projects, and be self-motivated)
Ability to work independently, take initiative, and make sound decisions
Strong organizational and computer skills
A passion for success, a positive attitude, and a tireless work ethic are all a must
Love of the outdoors. A specific passion for mountain sports such as backcountry skiing, climbing/mountaineering, and/or trail running is a plus
College degree preferred
Additional Salary Information: The company offers competitive compensation for the outdoor industry. This is a salaried position, and the candidate is eligible to participate in a comprehensive benefits program including healthcare, dental, vision, 401K retirement plan, life and disability insurance, and generous gear discounts.
About Salewa North America
Salewa North America (SNA) is a wholly owned subsidiary of the Oberalp Group––a design & innovation focused outdoor sport company headquartered in the heart of the Dolomites in Bolzano, Italy, with global operations. SNA handles the U.S. / Canada sales, marketing, operations, distribution, and customer service functions for four premier mountain sports brands within the Oberalp Group––SALEWA, DYNAFIT, WILD COUNTRY, and POMOCA.
The Oberalp Group – and SNA – operate in a dynamic market environment, and we seek to work with people who share our hands-on, collaborative, solutions-oriented approach to business.
And, of course, we look for team members who share in our boundless enthusiasm for mountain sports and a stewardship ethic to protect the places we love to play.