Director, Customer Servive

Company Description

Amer Sports is the global leader in sports equipment, with brands such as Salomon, Arc’teryx, Peak Performance, Atomic, and Wilson.

Salomon SAS, “The Mountain Sports Company,” was founded in 1947 in the heart of the Alps, the birthplace of modern mountaineering. Driven by a passion for sport and innovative design, Salomon has created a wide range of groundbreaking concepts in bindings, footwear, skis, and apparel for alpine and Nordic skiing. The brand has also delivered innovative solutions in footwear, snowboard equipment, competition gear, mountaineering, hiking, trail running, and many other sports.

Guided by its strong performance orientation, Salomon continuously innovates and excels in mountain sports, transforming new ideas into products and pushing the limits of what is possible. Salomon’s commitment, culture, and heritage are all united by a simple idea: every employee has the ability to make Salomon the leading mountain brand. Salomon is also deeply committed to responsible outdoor practices through its environmental program. Diversity is one of Salomon’s five core values, and we are committed to creating an environment that is accessible to all.

Salomon’s headquarters are located in Annecy (74), France.

Job Description

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 Brand’s 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 an