Director, Customer Servive

The Director will lead the Customer Service team that supports the Salomon brand across North America.  This role will ensure that the culture tools and resources are in place to foster a high-value environment that supports the Brands goals and direction while providing an industry leading customer experience.  This Director of Customer Service leads the team that is the front line for engagement with B2B customers and D2C consumers.  Responsible for short and long term strategic development and execution of our Customer Service strategic priorities while directing the day to day efforts to drive toward successful results.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully an individual must be able to perform each essential duty and responsibility satisfactorily:

Order Management & Compliance

• Manage wholesale dealer orderbook and coordinate with Credit Warehouse Supply Chain Sales and Sales Operations to ensure order blocks are removed and orderbook is properly maintained
• Lead EDI Vendor Compliance and oversee warranty & repair team
• Develop and implement best practices for warranty processing

Leadership & Team Development

• Lead the Winter & Outdoor Customer & Consumer Service teams in the USA and Canada
• Encourage and lead team development and cohesion; provide direction motivation coaching training development and feedback
• Key member of the regional leadership teams and global customer experience community of practice

Strategy & Planning

• Develop long-term service strategies aligned with brand leadership to execute plans
• Partner with peers and leadership to ensure overall business delivers results
• Develop customer experience playbook mission objectives policies processes and guidelines

Customer Experience & Relationship Management

• Foster an environment focused on providing world-class Customer Service and establish strong relationships with key dealer network
• Build strong relationships with internal and external Sales and Commercial teams
• Coordinate with management regarding potential service-related issues and provide risk mitigation

Process & System Improvements

• Lead the design implementation and utilization of CRM tools throughout the Winter & Outdoor organization
• Work with IT teams to develop system improvements and agility in order-to-cash activities customer and consumer touch points and back-office automation in SAP
• Partner with Distribution Transportation and Operations teams to deliver On Time and In Full order-to-fulfillment processes based on customer requirements and communicated issues

Performance Management

• Define implement and track key performance indicators; report to senior management on service improvement progress

Qualifications :

QUALIFICATIONS SKILLS ABILITIES & COMPETENCIES

The requirements listed below are representative of the knowledge skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Experience

• 10 years of previous experience in a customer service role preferably in a B2B & ecommerce environment
• 10 years experience in leading coaching or training people and business leaders
• Proven results reviewing developing and executing key business delivery strategies
• Experience in building strong cross functional relationships
• Development & Implementation Experience preferred
• Experience in project management change management and software implementations
• Passion for sports or previous experience working or playing in a team environment preferred

Skills & Competencies

• Leadership Demonstrates transformational leadership by formulating strategies driving execution and taking responsibility for actions projects and people.
• Exceptional Service Orientation Prioritizes customer needs with strong interpersonal skills and the ability to empathize in challenging situations.
• Business Development & Analytics Identifies opportunities to maximize growth and improve service through data analysis and performance metrics.
• Patience & Tact Maintains professionalism and composure when managing difficult situations.
• Managerial Skills Leads by example motivating coaching and developing teams while fostering respect and engagement.
• Creative Thinking & Problem Solving Generates innovative ideas to enhance customer service standards and elevate overall experience.
• Adaptability Responds effectively to high-pressure situations and adjusts priorities based on evolving business needs.
• Organizational & Planning Skills Excels at creating policies and procedures that meet diverse customer and sales team requirements.
• Motivation & Professionalism Demonstrates a commitment to continuous improvement and professional growth in customer service excellence.

Additional Information :

Permanent position based in Ogden UT.

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 accommodations 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 hear.  The employee is frequently required to sit stand and walk. The employee must occasionally kneel stoop crouch twist and lift to 30 pounds with or without accommodation.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Remote Work :

No

Employment Type :

Full-time