Customer Service Manager

Job description

Company Description Amer Sports is a sporting goods company with internationally recognized brands including Salomon, Arc’teryx, Peak Performance, Atomic and Wilson. “The Mountain Sport Company”, Salomon was born in 1947 in the heart of the French Alps and the birthplace of modern alpinism. Salomon’s commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports. Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility. Salomon’s heritage, culture, and commitment are tied together by one simple concept: the world’s leading mountain people creating the world’s leading mountain products. Salomon is responsibly committed towards the outdoor through its sustainability program. Diversity is one of Salomon’s five values, therefore we are committed to creating an inclusive environment for all. Salomon is headquartered in Annecy, France. Job Description ESSENTIAL DUTIES & RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily: Leadership and Team Management Responsible for the day-to-day operations of the customer service team. Hire, coach, and develop direct reports to ensure consistent execution and performance. Contribute to departmental strategy development and lead execution against strategic priorities Develop and mentor team members to prepare them for new roles in the organization. Support the team through transitions and assist with day to day workload. Reinforce a positive and supportive day-to-day team environment. Lead team participation in system testing, enhancements, and cross-functional projects. Ensure effective onboarding and training of new employees. Maintain working knowledge of reporting tools, including AFO / BI reporting, to support data-driven decision-making. Strategy & continual Improvement Establish Service Level Agreements (SLA) and Key Performance Indicators (KPI) for team and individual team members. Lead business process and performance review. Analyze results to develop and implement plans for continuous improvement. Connect operational performance to broader business outcomes by identifying opportunities that improve consumer satisfaction, repeat purchase behavior, and overall experience. Help develop and maintain a scalable resource model that supports fast growth while protecting consumer experience and service quality. Partner with cross-functional stakeholders to ensure processes and systems are designed to scale without degrading service levels. Customer Service and Order Book Management 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. Execute pullforward to balance DC workload or acheive monthly financial targets Monitor and help troubleshoot orders stuck in processing (ZGOIN) to ensure orders flow into SAP in a timely manner. Assist team members with workload and maintain KPI performance. Create and manage AFO/BI reporting and Salesforce dashboards to track SLA and KPIs REQUIRED EDUCATION & EXPERIENCE Bachelor’s Degree or equivalent experience Minimum of 5 years of experience in customer service role Minimum of 2 years of experience in leading, coaching and training Experience in building strong cross functional relationships and working alongside business leadership within a company Proficient in Salesforce and Microsoft Office applications (Outlook, Word, Excel, PowerPoint) SUPERVISORY RESPONSIBILITIES This role will manage 3-7 team members. As the team leader, this role is expected to carry out managerial responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and providing constructive feedback; addressing concerns and resolving problems. PHYSICAL DEMANDS & WORKING ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and listen. The employee is frequently required to sit, stand, and walk. The employee must occasionally kneel, stoop, crouch, twist, and lift up to 30 pounds, with or without accommodations. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. When specific circumstances are met, work from home may be an option, but must be approved by your direct manager. When utilized, the workflow must equal that of if the individual were working from the office setting. Amer Sports will not provide needs other than a laptop to work from home. (including the internet, monitors, keyboard, mouse, speakers, etc.) Qualifications 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 the 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 Customer Service professionals. A commitment to improve your own Consumer Service skills on an ongoing basis. Ability to manage through with high pressure situations and able to change priorities/switch focus based on business demands. Ability to develop policies and procedures to meet all unique needs of our customers, sales team and internal support teams. Additional Information The Customer Service Manager is responsible for delivering exceptional customer service to salomon dealers and sales agencies, ensuring service excellence, operational reliability, and continuous improvement in our workflow. This role leads a team accountable for order intake, orderbook management, while partnering closely with cross-functional stakeholders across Sales, Marketing, IT, Supply Chain, and Finance. This role is expected to bring a strong understanding of B2B order managment, customer service landscape and to help the organization scale service capability quickly as the business grows. Success requires translating day-to-day operational performance into strategic outcomes, including improved dealer satisfaction and measurable improvements in retention and repeat purchase behavior This individual is a people-first leader who is motivated by hiring, coaching, and developing high-performing teams, and by reviewing, improving, and executing scalable business processes. The Customer Service Manager develops a deep understanding of the various B2B channels and translates insights into coordinated system, process, and service improvements. Videos To Watch