Oberalp North America (ONA) is a wholly owned subsidiary of the Oberalp Group––a design & innovation focused outdoor product company headquartered in the heart of the Dolomites in Bolzano, Italy, with global operations. ONA handles the sales, marketing, operations, distribution, and customer service functions in the U.S. and Canada for five premier mountain sports brands within the Oberalp Group––SALEWA, DYNAFIT, WILD COUNTRY, EVOLV and POMOCA.
Oberalp North America operates 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.
POSITION SUMMARY
The Customer Service Manager is responsible for leading and 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 high performance customer service team with a strong service and sales mentality. This position will oversee dealer service, key accounts, consumer service, and warranty activities.
MAIN RESPONSIBILITIES & ACTIVITIES
• Hire, train, develop, and manage customer service team members, including wholesale dealer, key account, consumer, and warranty roles. Maintain appropriate staffing during our seasonally high and low contact 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 and assign the functional responsibilities and territory assignments of the customer and dealer service reps for optimal results
• 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
• Work with our Key Account Sales Manager and Key Account Representative 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. Develop a strong working knowledge of EDI and the ability to monitor for and troubleshoot issues promptly and proficiently
• Oversee our warranty and direct-to-consumer service and activities with a focus on responsiveness, speed, and quality of care. Coordinate ZenDesk, email, phone, and walk-in coverage
• Establish and communicate clear processes, expectation levels, and response times for all aspects of the customer service function
• Establish and run regular customer service meetings and manage the customer service calendar
• Establish and monitor service metrics, using ZenDesk as a primary tool
• Assist our sales management team by coordinating proactive sales efforts by the dealer service team
• 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), ZenDesk, and business intelligence tools
• 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
• Regularly and frequently communicate with consumers, dealers, sales reps, sales management, warehouse, operations, accounting, and other contacts within the business
QUALIFICATIONS / KNOWLEDGE / EXPERIENCE REQUIRED
• Bachelor’s degree preferred
• Three to five years of customer service and/or retail experience, preferably in the ski or outdoor industries
• Three to five years of people management experience. Demonstrated people management skills
• Excellent written and verbal communication skills and strong interpersonal skills. Outgoing, social personality. Ability to establish strong, professional, working relationships
• Ability to work in teams within an international environment in a complex matrix organization
• Ability to work independently, take initiative, and make sound decisions
• Effective time management skills, including the ability to work efficiently, prioritize projects, and be self-motivated
• Demonstration of innovation and initiative – always looking at improving processes while also displaying a willingness to dive into the details and help out wherever necessary
• Strong organizational and computer skills
• A passion for success, a positive attitude, an ability to solve problems, and a strong work ethic
• Love of the outdoors. A specific passion for mountain sports such as backcountry skiing, climbing/mountaineering, and/or trail running is a plus
• Ability and willingness to travel up to 10% of time – domestically and internationally
JOB SPECIFIC COMPETENCIES
Technical skills:
• Product knowledge of apparel, footwear, and ski and climbing equipment
• Strong computer skills. Proficient in all aspects of Microsoft Office, especially Excel
• ZenDesk, ERP (Navision), business intelligence experience is an advantage
Non-technical (soft) skills:
• Proactive self-starter with natural leadership and interpersonal skills
• Capable of working in a dynamic team environment
• Excellent communication skills (verbal and written)
• Operational, hands on mentality, high level of energy and a “can do” attitude
• Attention to detail / quality / accuracy
• Exemplary planning and time managements skills
• Organized, structured, and able to work within deadlines
• Result and sales oriented
• Open-minded, flexible, and positive attitude
COMPENSATION
The company offers competitive compensation for the outdoor industry. In addition to a base salary and annual incentive, the candidate is eligible to participate in a comprehensive benefits program including healthcare, dental, vision, 401K retirement plan with a company contribution match, company-paid life and disability insurance, and generous gear discounts. The company offers paid vacation, holiday, parental leave, and sick time. The company also offers a number of unique perks such as paid + unpaid volunteer time and group outings including an annual company hut trip that reflect our approach to maintaining a high-performance business environment while leading an active outdoor lifestyle.
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