North America Customer Experience Representative for Specialty & Key Accounts, Atomic & Armada

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, Armada, 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.

WHY JOIN US - NEVER STOP GETTING BETTER:

Always Authentic:  We stay true to who we are and build trusting relationships with integrity

Better Together:  We take our diverse expertise to new heights and team up to grow stronger

Committed to Impact:  We play the long game, guided by respect for people and our planet

Driven to Excellence:  We play fair, aim for excellence, and celebrate our wins

We are seeking a Customer Experience Representative for our Atomic and Armada North America team.  The Customer Experience Representative is a customer advocate within the Customer Experience team that works to enhance a strong relationship with our specialty and key account dealers, sales team and CS team members.  Daily, the representative will work to strengthen our relationship with our accounts across both the specialty and key account portfolio this will include order placement and review processes, inventory and substitution strategies, and streamlining the order to receipt procedures by working with the accounts and internal teams.  This role is accountable for meeting targeted metrics and providing account relationship excellence.       

ESSENTIAL DUTIES & RESPONSIBILITIES

The duties and responsibilities described below represent the expectations of the Specialty & Key Account Customer Experience team member.           

• Effectively communicate with customers via, telephone, email and chat tools.
• Identify and troubleshoot orders stuck in processing of B2B, SFA and EDI through ZGOIN to ensure orders flow into SAP in a timely manner
• Closely monitor orderbook through our SAP reporting system to ensure timely shipments to the dealers. Investigate all open orders, make cancelation, substitution recommendations, provide status updates, remove delivery blocks and ensure the reps/dealers are notified of a change in status
• Assist team members with workload and maintaining KPI performance.
• Assist manager
• Assist on system testing and special projects
• Assist on process definitions and mapping
• Continuously evaluate and identify opportunities to drive process and system improvements that positively impact the customers’ experience.
• Run frequent reports for things such as delivery blocks, past cancel, etc. to ensure orderbook is being maintained.
• Support CX team through transitions
• Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
• Travel to customer accounts or trade shows as requested to build sales relationships with accounts.
• Reinforces a positive and supportive day-to-day team environment
• Perform other duties as required.

This role requires a Bachelor’s degree in preferably in Business, Marketing, or Sports Management. Experience with High School Diploma or GED may be substituted for requirement as determined by leadership

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. 

• High Proficiency in Microsoft Suite (Outlook, Excel, Teams)
• Strong interpersonal skills and ability to empathize with customers in sometimes intense situations
• The ability to multi-task and quickly change priorities/focus based on business needs/immediate demands
• Excellent communication skills and self-confidence to work independently with an array of business areas and brands.
• Ability to process large amounts of sales and order data, organizing and prioritizing as needed
• Experience with SAP preferred
• Experience with Salesforce or related CRM, preferred

REQUIRED EDUCATION & EXPERIENCE 

• Bachelor’s Degree or College diploma, preferably in Business, Marketing, or Sports Management. Experience with High School Diploma or GED may be substituted for requirement as determined by leadership
• 1-3 years previous experience in customer service preferred, preferably in winter & outdoor sports equipment.

Physical Demands & Working Environments:

This role is based at the regional headquarters for our Amer Sports Winter and Outdoor category for Brands in Ogden, Utah – the gateway to many exciting winter sports and other outdoor recreational activities. We offer a great working environment with talented & passionate people all over the world!

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.

When specific circumstances are met, work from home may be an option, but must be approved by your direct manager. When utilized, the workflow must equal that of if the individual were working from the office setting. Amer Sports will not provide needs other than a laptop to work from home. (including but not limited to: internet, monitors, keyboard, mouse, speakers, etc.)

What We’ll Provide

This role is part of the Amer Sports Winter & Outdoor category of Brands – located in Ogden Utah.  

We offer a great working environment in the sports industry with talented & passionate colleagues all over the world!  Other benefits and perks include:  

• Exciting and challenging area of responsibility with self-responsibility
• Development and comprehensive further training opportunities
• Flexible working hours and remote office option
• Medical, dental and vision
• 401k with company match
• Life insurance, pre-tax transit benefit program
• Attractive social benefits and discounts on Amer Sports products

If this area of responsibility matches your expectations, we look forward to receiving your online application with the usual documents. For further information about the company, please visit the Career section on our website at www.atomic.com.

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.