Customer Service Manager for Atomic North America

4 weeks ago

Ogden Utah, United States Amer Sports Full time
About the Role

We are seeking a highly skilled Customer Service Manager to lead our Atomic North America team. As a key member of our operations team, you will be responsible for delivering exceptional customer experiences, managing the North America order book, and leading a team of professionals.

Key Responsibilities
  • Customer Service: Provide top-notch customer service to internal and external customers, ensuring timely and accurate resolution of issues.
  • Order Book Management: Own and manage the North America order book, collaborating with cross-functional teams to define and execute order book policies.
  • Team Leadership: Lead, develop, and inspire a high-performing team through training, coaching, and team building initiatives.
  • KPI Management: Define and track key performance indicators (KPIs) for customer service and team members, building dashboards to drive performance.
  • EDI Management: Oversee the EDI pipeline and implementation, balancing IT resources and costs with business needs.
  • Chargeback and Fill Rate Management: Monitor chargeback and propose process improvements to reduce these, while managing fill rate to balance customer experience, supply chain input, and company financial and inventory targets.
  • Sales Force and SAP Key User: Manage system setup, reporting, and development pipelines for Sales Force and SAP.
  • Project Management: Collaborate with the Director of Operations to define and lead customer service projects that drive long-term brand strategy.
Requirements
  • Bachelor's degree in business administration or comparable education.
  • Minimum 5 years of experience in operations and team leadership.
  • Affinity for numbers and accuracy, with a deep understanding of reporting and analytical tools.
  • Strong leadership, analytical, and communication skills, with a proactive and hands-on approach.
  • Team-oriented and communicative approach in an intercultural environment.
  • Passion for outdoor and winter sports.
About Amer Sports

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Atomic, Armada, and Arc'teryx. We are a company where ambitious, competent, and motivated people can make their mark.

What We Offer
  • Exciting and challenging area of responsibility with self-responsibility.
  • Development and comprehensive further training opportunities.
  • Flexible working hours and remote office option.
  • Medical, dental, and vision benefits.
  • 401k with company match.
  • Life insurance, pre-tax transit benefit program.
  • Attractive social benefits and discounts on Amer Sports products.

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