CX Account Manager

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Atomic, and Arc’teryx.  We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports.  Join us. 

We are currently seeking a Customer Service Account Manager. The manager is an advocate for establishing and maintaining strong relationships between key stakeholders, internal personnel, brand business leaders, agency sales teams, and our external customer base.  This person is responsible for hiring, coaching, developing direct reports and reviewing, adjusting, and executing business processes.  The manager will work with their counterparts in the North American portfolio to harmoniously orchestrate continuous improvement in our delivery systems to ensure top performance against our quality standards, resulting in exceptional service to our customer base.

The duties and the responsibilities described below represent the expectations of a manager. 

• Monitor teams’ individual communication via salesforce, phone recording, and chat to ensure timely execution.
• 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 timely shipping windows and delivery to customers.
• Monitor and help troubleshoot orders stuck in processing (ZGOIN) to ensure orders flow into SAP in a timely manner.
• Manage, coach, and help develop direct reports to ensure all daily tasks are properly completed in a timely manner.
• Help recognize and develop each team member to ensure contributing members to the organization are properly developed for promotions or other roles within the organization.
• Assist the CX Director, other CX managers and other CX team members.
• Support CX team through transitions.
• Identify system & process improvement opportunities.
• Assist on system testing and projects.
• Assist the CX specialist with training new employees.
• Assist the CX specialist on process definitions and mapping.
• Assist team members with workload and maintain KPI performance.
• Knowledge of AFO/BI reporting.
• Reinforces a positive and supportive day-to-day team environment.

This role prefers a bachelors degree however, a combination of education and work experience will be considered.  We are looking for a candidate with 5+ years previous experience in customer service preferred, optimally in winter & outdoor sports equipment.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

REQUIRED EDUCATION & EXPERIENCE 

• Bachelor’s Degree, preferably in Business, Sports Management, or Marketing. A High School Diploma or GED may be substituted for requirement as determined by leadership. A combination of education and experience may be considered in lieu of completed degrees.
• 5+ years previous experience in customer service preferred, optimally in winter & outdoor sports equipment.
• Minimum 2 years’ experience in leading, coaching and training people; also working alongside business leadership within a company.
• Proficient in Microsoft Office Suite
• A passion for outdoor sports and previous experience in a team environment is preferred.

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

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

• • Strong interpersonal skills and ability to empathize.
  • Excellent communication skills and self-confidence to work independently with an array of business areas and brands without instruction.
  • The ability to multi-task and quickly change priorities/focus based on business needs/immediate demands.
  • The ability to manage and lead a team of Consumer Experience professionals.
  • Develop innovative ideas to improve Consumer Experience standards and elevate service levels for our customers.
  • A commitment to improve your own Consumer Experience skills on an ongoing basis.
  • High Proficiency in Microsoft Suite (Outlook, Excel, Word, Power Point, Teams)
  • Experience with SAP, Salesforce, or related CRM is preferred.

Decisions that the manager makes without seeking high-level review or approval in changing methods. 

• The extent to which the activities are influenced by precedents, rules, policies, procedures, etc.
• When supervision must be called in for approval, concurrence, resolution, etc. Execute and follow the OB approval thresholds.
• The source of assignments and extent of which the result and methods are defined by the manager.

This position will make or be a part of financial decisions and resources. For example, revenues, expenditures, purchases, or other financial dimensions. **If this position has no impact on the company s financial resources please select “not applicable.”

• Team’s operating budget, (labor, seasonal, non-capital expenditures)
• Team’s capital budget, (needed equipment for role, projects budget)
• Expense purchases, (team activities, lunch, gifts, etc. and travel)

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 accommodations.

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.

What We’ll Provide

This role is based at the regional headquarters for our Amer Sports Winter & Outdoor category of Brands in the city of Ogden, Utah--the gateway to the many exciting ski areas and other outdoor recreation.  We offer a great working environment in the sports industry with talented & passionate colleagues all over the world!  Other benefits and perks include:  

• Medical, dental and vision
• 401k 
• Life insurance, pre-tax transit benefit program
• Discounts on Amer Sports products
• Smart casual dress
• Free gym membership and ski pass 
• Summer hours

Amer Sports is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.