Atomic North America Customer Service Manager

Amer Sports Company•Ogden, UT

1d•Hybrid

About The Position

Atomic North America is seeking a highly creative Customer Service Manager for its operations team. This role is responsible for developing and building the North America team, overseeing regional operations, and serving as the central interface between the North America market and global headquarters. Atomic is a leading manufacturer of winter sports equipment and part of the Amer Sports Corporation.

Requirements

Bachelor’s degree in business administration/management or comparable education/experience.
Minimum 5 years’ experience in operations and team leadership.
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, balancing best customer experience, supply chain input and needs, and company financial & inventory targets.
Manage system set up, reporting and ongoing development pipeline to enhance operational efficiency for Sales Force.
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.