Customer Service Manager

Company Description

Amer Sports is a sporting goods company with internationally recognized brands including Salomon, Arc’teryx, Peak Performance, Atomic and Wilson.

“The Mountain Sport Company”, Salomon was born in 1947 in the heart of the French Alps and the birthplace of modern alpinism. Salomon’s commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports.

Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility. Salomon’s heritage, culture, and commitment are tied together by one simple concept: the world’s leading mountain people creating the world’s leading mountain products. Salomon is responsibly committed towards the outdoor through its sustainability program. Diversity is one of Salomon’s five values, therefore we are committed to creating an inclusive environment for all.

Salomon is headquartered in Annecy, France.

Amer Sports est le leader mondial des équipementiers du sport avec les marques Salomon, Arc’teryx, Peak Performance, Atomic et Wilson.

Salomon SAS, « The Mountain Sport Company », est née en 1947 au cœur des Alpes et berceau de l’alpinisme moderne. Grâce à la passion du sport et un design innovant, Salomon a créé une vaste gamme de nouveaux concepts révolutionnaires en fixations, chaussures, skis et vêtements pour le ski alpin et nordique et a pu apporter des solutions innovantes dans le footwear, et les équipements pour le snowboard, la compétition, l’alpinisme, la randonnée, le trail running and bien d’autres sports.

Au travers de cette orientation vers la performance, Salomon innove et excelle sur les sports de montagne, en convertissant de nouvelles idées en produits et en repoussant les limites du possible. L’engagement, la culture et l’héritage de Salomon sont tous liés par un simple concept : chaque salarié peut faire de Salomon la marque de montagne de référence. Salomon s’engage de manière responsable pour l’outdoor au travers de son programme de développement durable. La diversité est l'une des cinq valeurs de Salomon, c'est pourquoi nous nous engageons à créer un environnement accessible à tous.

Le siège de Salomon est basé à Annecy (74), France.

Job Description

ESSENTIAL DUTIES & RESPONSIBILITIES

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

Leadership and Team Management

• Responsible for the day-to-day operations of the customer service team.
• Hire, coach, and develop direct reports to ensure consistent execution and performance.
• Contribute to departmental strategy development and lead execution against strategic priorities
• Develop and mentor team members to prepare them for new roles in the organization.
• Support the team through transitions and assist with day to day workload.
• Reinforce a positive and supportive day-to-day team environment.
• Lead team participation in system testing, enhancements, and cross-functional projects.
• Ensure effective onboarding and training of new employees.
• Maintain working knowledge of reporting tools, including AFO / BI reporting, to support data-driven decision-making.

Strategy & continual Improvement

• Establish Service Level Agreements (SLA) and Key Performance Indicators (KPI) for team and individual team members.
• Lead business process and performance review. Analyze results to develop and implement plans for continuous improvement.
• Connect operational performance to broader business outcomes by identifying opportunities that improve consumer satisfaction, repeat purchase behavior, and overall experience.
• Help develop and maintain a scalable resource model that supports fast growth while protecting consumer experience and service quality.
• Partner with cross-functional stakeholders to ensure processes and systems are designed to scale without degrading service levels.

Customer Service and Order Book Management

• Monitor orderbook through our OB dashboard and our reporting systems to ensure timely shipments to the dealers.
• Investigate all open orders, make cancelations, provide ETA’s, remove delivery blocks and past cancels, and ensure the reps/dealers are notified of a change in status.
• Monitor fill rate on accounts/orders to ensure ti