Customer Service Manager (Portland, OR)

Portland, OR, United States

**Customer Experience Manager**

at Snow Peak USA Portland, Oregon, United States The Snow Peak Person is both an outdoor enthusiast and a passionate creative. They believe in their talents and capabilities, are thoughtful in their approach and have a deep appreciation for their work and the world around them. Snow Peak People dont shy away from growth or new challenges; theyre team players who prioritize connection and communication and theyre serious about play.

The Customer Experience Manager directs the Customer Experience (CX) and Dealer Experience (DX) Departments including the team, tools, systems, processes, and accounts. The Customer Experience Manager is a brand ambassador, providing a high level of customer and dealer support on both products and services. This position will oversee the internal personnel serving as primary contacts providing resources, answers, and information through verbal, written and electronic communication channels. To be successful, the Customer Experience Manager will need to manage time sensitive guidelines and communication to courteously resolve complaints, address inquiries, provide accurate reports, and enter orders.

This position is a full time salary position with benefit eligibility and reports to the Senior Sales & Operations Manager.

**THIS POSITION MIGHT BE RIGHT IF YOU**

* ***Share a passion for the outdoors*** and the beneficial role it plays in peoples lives

* ***Express curiosity and creativity*** by taking initiative and be resourceful

* ***Understand your effect*** on business targets

* ***Make a memorable impact*** by being approachable, respectful, responsible, and joyful

* ***Value all people*** for their skills, experience, and unique perspectives

**WHAT YOU WILL DO**

**Manage Department Administration**

+ Develop Experience Team Manual and SOPs for onboarding new members

+ Manage the open order book report and generate reports for the sales team as needed

+ Manage Zendesk, develop KPIs for CX/ DX and deploy reporting on customer interactions with details of inquiries, complaints, or comments

+ Partner with warehouse team to manage customer returns, repairs, and warranty

+ Partner with the CX/DX and leadership to ensure a customer first mindset and is accessible at all times to ensure every customer has a great experience

+ Interact with customers and dealers via telephone email, online chat, or in person to provide support and information on an assigned product, service, project, or task

+ Ensure that appropriate actions are taken to resolve customers and dealers problems and concerns

+ Notify customers and dealers promptly in regard to product availability and delays in shipments

+ Educate customers and dealers on our brand story, product offers, and promotions

+ Maintain and optimize platforms that the Experience Team works directly with

+ Provide available sales tools such as imagery, reports, updated price sheets and catalogs upon request

+ Provide necessary dealer documents for prospective new accounts

+ Work with Digital Ecommerce Manager to improve customer facing tools, such as FAQ, Policies, and Shipping Requirements

**Sales Department Support**

+ Manage the allocations process for the Dealer Experience Team in collaboration with the Inventory and Demand Planning Team

+ Maintain an efficient ordering system and procedure for managing orders

+ Input and manage strategic, corporate, prodeals and special market orders

+ Responsible for creating and sending weekly ATS report to the sales team

+ Responsible for ongoing knowledge of our inventory

+ Provide consistent feedback loops to stakeholders on projects and developments

+ Coordinate communication to ensure sales and marketing programs reach targeted customers in a timely and effective manner

+ Work with the Sales Operations Specialist to ensure timely New Account Setup process and responsible for updating dealer contact information across all CX/DX platforms

+ Work in collaboration with leadership to implement and optimize systems that exist and are forthcoming

**Lead Department Strategy**

+ Contribute to a positive working environment (respectful, responsible and team oriented)

+ Plan and implement strategic objectives that fulfill the mission and the goals of the department efficiently and effectively in collaboration with leadership team

+ Evaluate, improve, and report the efficiency of business processes and procedures to enhance profitability and qualitative results

+ Engage in effective feedback systems to monitor and communicate operational and strategic alignment with interdepartmental objectives

**Supervise Team**

+ Collaborate with Human Resources to recruit, select, and hire new members for the CX/ DX team

+ Enable employees to meet Snow Peaks expectations for goal accomplishment by overseeing onboarding, training, and continuous improvement

+ Monitor employee work schedules including assignments, training, paid time off, and overtime

+ Develop employee career pathing by coaching, mentoring, and providing effective performance feedback; inspire a culture of learning and development

+ Communicate transparently and resolve conflicts to foster a successful team that encourages the appreciation of diverse perspectives as well as cohesiveness

**MUST HAVE**

* Bachelor's degree

* 7 years of experience

* Skills

+ Working knowledge of email automation workflows (or marketing automation) and CRM or customer database tools

+ Proficient understanding of Microsoft Office Suite or related software

+ Proficient knowledge of compliance related laws and regulations

+ Proficient understanding of project management fundamentals

+ Advanced writing and documentation experience with demonstrated success in strategic messaging

+ Advanced expertise in excel and analytical analysis and reporting

+ Expert sales, customer service, and negotiation skills

+ Expert understanding of the financial and business acumen to drive profitability

* Abilities

+ Ability to act with integrity, professionalism, and confidentiality

+ Proficient in developing presentations and experience with public speaking

+ Excellent leadership and management skills with ability to motivate

+ Excellent interpersonal, negotiation, and conflict resolution skills

+ Superior time management skills with a proven ability to efficiently manage multiple, concurrent, time-sensitive projects and priorities

+ Superior problem-solving abilities to meet ambiguous and multicultural needs

+ Extremely organized with meticulous attention to detail

**NICE TO HAVE**

* Experience with Japanese language and culture

* Experience in the outdoor, retail, or apparel industries

**PHYSICAL REQUIREMENTS**

* Prolonged periods sitting at a desk and working on a computer

* Must be able to lift up to 15 pounds at times

All of our employees enjoy paid time off for making an impact and qualifying sick leave. All of our employees are also eligible for wilderness first aid certification, donation matching, annual company retreat and/or camping trip, mass transit assistance, access to online professional development training, a Snow Peak gear package, a seasonal Snow Peak Apparel allowance, and generous discounts on Snow Peak gear and apparel.

In addition, our permanent full time employees also have access to medical coverage with vision and alternative care, comprehensive dental, employer match to retirement contributions, paid vacation and holidays, bike commuting allowance, free mental health appointments, and paid parental leave.

At Snow Peak we value all of our employees by providing competitive and equitable base pay, and by promoting a progressive culture of trust, collaboration, inclusion, and development.

***Candidates from diverse backgrounds are encouraged to apply.*** All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other prot

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