Customer Service Manager / Operations Manager, Canada

Royal Robbins • Montreal, QC

11d • Onsite

About The Position

This role supports the Canadian business through thoughtful execution, operational excellence, and trusted partnership. The Customer Service Manager / Operations Manager will connect Sales, Finance, Customer Service, Distribution, and US-based teams, ensuring systems, processes, and partnerships are ready for future growth. The position plays a key role in helping the business run smoothly, serve customers well, and grow with intention.

Requirements

• Bilingual fluency in English and French
• 3+ years of experience in sales operations, sales support, or a related role
• Strong analytical skills with Excel / Google Sheets
• Excellent organization skills and attention to detail
• Clear communication skills and confidence working cross-functionally
• Ability to manage multiple deadlines and shifting priorities
• Experience in a small or mid-sized business environment

Nice To Haves

• Experience supporting Canadian sales teams or the Canadian market
• Experience with CRM / ERP tools such as Salesforce, HubSpot, or NetSuite
• Background in outdoor, apparel, wholesale, or consumer goods industries

Responsibilities

• Support the Canadian sales team with tools, processes, and day-to-day operational needs.
• Maintain customer records, pricing files, terms, and discount structures.
• Assist with account setup, contracts, seasonal selling, and planning activities.
• Support sales forecasting and performance tracking.
• Monitor key metrics and provide visibility into results.
• Prepare regular reporting (weekly, monthly, seasonal, and ad hoc).
• Analyze sales trends and share insights with leadership.
• Track customer performance and key account metrics.
• Support budgeting and forecasting processes.
• Process orders and verify pricing, availability, and terms.
• Maintain an accurate order book and communicate updates proactively.
• Coordinate order allocations and warehouse releases to support forecast targets.
• Respond to customer and rep inquiries with clarity, care, and urgency.
• Help resolve pricing, order, shipping, warranty, return, and claim issues.
• Coordinate Canadian use of brand marketing resources and tools.
• Support retail marketing initiatives in partnership with leadership.
• Organize and distribute workbooks, POP/POS materials, and sales assets.
• Manage marketing budget tracking and reporting.
• Serve as liaison between Canadian sales and North America leadership.
• Partner with Finance on invoicing, commissions, credit, and account support.
• Coordinate with Logistics and Demand Planning on inventory and fulfillment.
• Manage sample receiving and distribution for Canadian reps.
• Maintain CRM and sales tools such as Salesforce, NetSuite, or similar systems.
• Identify ways to simplify workflows and improve efficiency.
• Document processes and help build scalable best practices.

Benefits

• RRSP/DPSP program to support your long-term financial well-being
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage
• Generous paid time off to rest, recharge, and get outside
• Product discounts and access to Fjällräven outdoor events
• A strong commitment to sustainability, quality craftsmanship, and responsible business practices

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed