Post Date: 06/11/2019
Close Date: 07/11/2019
General Position Summary:
Be a part of history! Our eCommerce business is growing rapidly, and we’re seeking an exemplary leader to join our Customer Care team. We support customers for all our family of brands: Columbia Sportswear, Sorel, Mountain Hardwear, and Montrail.
We pride ourselves on delivering exceptional customer service and we need talented leaders to help us grow. The candidate is a self-motivated, customer focused, data-driven leader with a passion for coaching, development, building, and scaling teams.
If you are a creative problem solver with a passion to solve customer issues and create a world class customer experience, we want to talk to you.
•Manage customer care teams that provide tier 1 and tier 2 phone and email support
•Develop and improve quality standards through monitoring and process improvement
•Create and develop processes and procedures that support the Customer Care and the eCommerce teams
•Development and facilitation of new hire and ongoing training curriculum with a focus on:
•Manage customer facing content and communications
•Develop continuous process improvement mechanisms around Key Performance Indicators
•Actively manage the performance of Customer Care through KPI reporting, hiring\staffing, monitoring, and training
•Ability to log into and take customer calls on a weekly basis, while maintaining all Advisor performance metrics
•Bachelor’s degree or equivalent experience
•5+ years of customer service experience
•2+ years of direct supervisory responsibility is required, including performance assessment, coaching, and annual reviews
•Minimum 1 year experience in a contact center environment
•Experience managing in a multi-channel\multi-site environment
•Experience in the outdoor products industry is highly preferred
•Experience leading a seasonally impacted business is highly preferred
•Bilingual (English/Spanish) is a plus
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.
EEO/AA Employer/Vets/Disabled/Race/Ethnicity/Sex/Sexual Orientation/Gender Identity/Age