Job Description As
Director Customer Experience, you will be responsible for leading Customer Support teams for Bell Helmets, C-Preme (Krash and Raskullz), CamelBak, Fox Racing, Giro Sport Design, and QuietKat in North America. Your experience leading high-performance service teams will deliver an unparalleled Customer Experience to our community of athletes, dealers, and enthusiasts. This position reports to the
VP of Sales & Market Development and allows you the flexibility of a hybrid schedule based at our Adventure Sports Headquarters in
Irvine, CA.
As the Director of Customer Experience, you will have an opportunity to: - Lead Dealer Service (B2B) functions for all Adventure Sports brands in North America
- Lead Customer Service (B2C) functions for all Adventure Sports brands in North America
- Collaborate with Distribution & Logistics teams to ensure order processing priority and service level attainment
- Facilitate daily internal shipping updates; partner with Accounts Receivable, Finance, and Sales Operations & Planning teams to provide orderbook assessments (i.e. Sales Holds, Credit Blocks, Backorders, Allocation & Fulfillment)
- Ensure effective management of Standard Operating Procedures related to: Sales Order Management, EDI Order Processing, Program Administration, and Compliance
- Coordinate regular B2B inside and outside sales communications; partner with marketing and e-commerce leadership team to support key promotional periods
- Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
- Monitor and report key performance indicators across all support platforms and channels to ensure service-level attainment; develop and maintain daily scorecard for Executive visibility across email, phone, chat and SMS as available by channel
- Manage overall department budget; create long-range staffing plans in alignment with financial goals and associated volume expectations
- Optimize hours of operations and staffing levels to provide highest level of availability possible
- Regularly review and assess customer feedback to improve quality of service
- Coach leaders regarding contact monitoring and track agent development
- Create career paths within the Customer Support organization based on skills attainment to service multiple brands and channels (Consumer vs. Dealer)
- Ensure consistency in onboarding, training, skills development, and resolution processes
- Partner with leaders in Europe and International Markets to harmonize global processes and share best practices between regions
- Other duties and administrative tasks as required
You have: - A minimum of 7-10 years in Customer Service Management
- Extensive SAP Order Management Experience
- SalesForce Sales and Service Cloud Experience
- High proficiency in Excel, Powerpoint, Word and Outlook
- Highly motivated and self-directed
- Strong interpersonal and communication skills required
- Passionate about training and employee development
You might have: - Oracle Experience
- ZenDesk CRM
- Elastic Suite Experience
Pay Range: Annual Salary: $125,000.00 - $140,000.00 The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer. We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission! Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory. Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled