Atomic North America Customer Service Manager

Amer Sports•Ogden, UT

2d•Hybrid

About The Position

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. We are seeking a highly creative Customer Service Manager for our Atomic, North America team. Are you passionate about the outdoors? Are you passionate about planning and delivering the right product at the right place and at the right time? Then join our North America operations team! In this exciting role, you will develop and build the North America team. You will be responsible of operations for the region and be the central interface between the North America market and our global headquarters. Atomic is one of the leading manufacturers of wintersports equipment and part of the Amer Sports Corporation.

Requirements

Bachelor’s degree in business administration/management or comparable education/experience.
Minimum of 5 years of experience in operations and team leadership.
Bachelor’s Degree
Minimum 5 years’ experience in Customer Service role
Minimum 2 years’ experience in leading, coaching and training role team.
Experience with SAP, AFO, PowerBI and Salesforce or similar CRM tool
Proficiency in Microsoft Suite (Outlook, Excel, Teams, SharePoint)
Demonstrates strong leadership, analytical and communication skills; with a proactive, hands-on mindset and a collaborative spirit.
Ability to adapt to changing priorities and business needs.
Passion for outdoor and winter sports.

Responsibilities

Deliver best-in-class Customer experience to our internal and external customers.
Serves as the primary owner of the North America order book, leading key business meetings to review performance, key stakeholder in order book policy definition and ensure effective execution.
Provide strong day-to-day leadership by developing, motivating, and supporting the team through continuous training, coaching, and team-building initiatives, while fostering a positive and collaborative work environment.
Define Service Level Agreements (SLA) and Key Performance Indicators (KPI) for Customer Service and team members. Build reporting tools and dashboards to support and lead team performance.
Build strong, productive relationships with teams across the organization.
Support Director of Operations in developing and monitoring the Customer Service team’s budget.
Partner with Director of Operations to shape and drive Customer Service initiatives that support and advance the long-term brand strategy.
Oversee the end-to-end EDI pipeline, including implementation, partner coordination, and issue resolution, while balancing IT resources and costs to meet business needs.
Manage fill rate, balance: (1) best customer experience, (2) supply chain input and needs, (3) company financial & inventory targets.
Manage system set up, reporting and ongoing development pipeline to enhance operational efficiency.
Manage SAP system set up and testing as well as support the ongoing development pipeline to enhance operational efficiency.
Carries out managerial responsibilities in accordance with the companies’ policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising, rewarding and addressing employee performance; addressing complaints and resolving problems.