Customer Service Manager

Posted by Sea to Summit on 04/01/2021

Job Basics

Industry Sector: Outdoor

Job Categories: Admin/Clerical, Customer Service, Management - Team

Company Type: Accessories

State: CO

City: Boulder

Country:

Required Experience: 3 - 5 years

Job Type: Full Time

Salary: $58,560 - $87,840

Required to Relocate:

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

Sea to Summit is an award-winning Australian brand and manufacturer of innovative, meticulously engineered outdoor gear designed for adventures at every altitude. Our ethos - ‘to equip and inspire’, applies to everything we do. We create things that are nimble and light, and we seek out new challenges while welcoming fresh thinking. We pass on our collective experiences - by designing equipment that brings you closer to the outdoors. Sea to Summit was established in 1990 and currently has offices in Western Australia, North America, Germany, and China. We currently have an excellent opportunity for a passionate incredibly organized and driven individual to join our team as our Customer Service Manager, internally known as our Retail and Digital Team Manager in our Boulder, CO office.

As a department leader, the Customer Service Manager will offer guidance, coaching and assistance to the team of direct reports to deliver a consistent exemplary customer service and satisfaction in the most efficient and effective manner. This position will be involved with all aspects of department planning, coordinating and scheduling to meet customer needs and company goals. The goal of Customer Service Manager is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention and to meet customer expectations. Customer Service Manager to provide excellent customer service and oversee the Customer Service team, effectively the “face and voice” of Sea to Summit. The Customer Service Manager works collaboratively with all departments.

Position Duties & Requirements

Customer Service Team Management

• Maintains customer service staff by recruiting, selecting, orienting, and training employees.
• Monitors performance, coaches and counsels as necessary, addresses performance issues, conducts performance reviews, provides staff with professional guidance and partners with staff in developing professional development plans
• Train and manages customer service team to solve day-to-day issues and reach short- and long-term performance goals
• Manage customer service workload to ensure adequate coverage for consumer and dealer phone calls and emails as well as Sales,
• Ecommerce and Brand support needs.

Customer Service:

• Meets customer service operational standards by contributing customer service information to strategic plans and budget; implementing productivity, quality and customer-service standards
• Planning and coordinating customer service workflow and projects.
• Resolves customer service issues by leading problem-solving resolution team; identifying and assembling resources.
• Directly assists staff with complex, contentious or particularly challenging calls.
• Ensuring excellent customer service occurs in every interaction and timely and accurate processing of all orders
• Ensure all in bound customer communication is responded to in a timely and professional manor.
• Understanding the processes and procedures to accurately fulfill orders from accounts requiring vendor compliance.
• Working closely with both sales reps to meet sales and service goals

Operations

• Working closely with Operations and Digital team to improve systems, processes and enhance the customer experience.
• Communicating with internal departments to discuss customer requirements and sales targets
• Conduct team trainings as necessary to keep team engaged and understanding new developments in process or products
• Attend tradeshows or other events as needed.
• Work in tandem with various departments and maintain flexible attitude supporting all the work that helps in achieving organizational goals, along with other duties as assigned
• Contributes to customer service and organization success by welcoming related, different, and new requests; helping others accomplish job results.

Our ideal candidate would have the following:

• 2+ years or more years experience in role managing employees
• 5+ years of customer service and sales experience
• Excellent leadership skills and ability manage staff
• Customer service orientated and strong verbal and written and communication skills
• Ability to always act in a professional manner and use language that aligns with that of the company
• Extensive knowledge and experience in providing customer and consumer support
• Ability to think strategically and to lead team
• Strong understanding of outdoor equipment and technical product knowledge
• Comfortable and professional when speaking with customer on the phone and mediate customer negative experiences
• Possess a friendly and positive attitude Willingness to share skills and knowledge while effectively giving and receiving feedback
• Ability to drive and develop new processes to continue departmental excellence
• Possess strong organizational skills and be highly detail oriented with the ability to plan and prioritize tasks
• Proven proactive approach to problem resolution using critical thinking skills Proficient with MS Office Suite (Excel, Word, Outlook) and Adobe PDF
• Experience with an order management system - SAP ERP or CRM is a plus
• Effectively present information and respond to questions from staff and coworkers
• Flexible and adaptable when facing changing priorities in a fast paced environment

This is a full-time position with a comprehensive benefits package which include health insurance (medical, dental, vision), 401K match, paid time off, community service leave, paid holidays, RTD Pass, gear allowance and some other great perks. The salary range for this role is $58,560 - $87,840. This is an office-based position, located in Boulder, Colorado.

Sea to Summit is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

Location – Boulder, CO Department – Sales Operations

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualification associated with the job. The successful candidate will be expected to perform all functions from administrative processing to leading change initiatives. 

About Sea to Summit

Sea to Summit is an innovative design and product development company that engineers a wide range of intuitively simple products that help make time in the outdoors fun, efficient and comfortable. Outdoor enthusiasts and active travellers purchase our products in over 60 countries through diverse retail channels. In our 36 years of operation, Sea to Summit has become an award-winning global brand, recognised internationally as an industry leader in product design and business innovation.  Sea to Summit

Significant growth and international recognition haven diminished our start-up spirit though still a highly creative, fully collaborative team with a radically innovative approach that mirrors the hungry, young company of our roots.

We'e a dynamic business with offices in Australia, Germany, China and Hong Kong.