Director, Customer Servive

Salomon•Ogden, UT

About The Position

The Director will lead the Customer Service team that supports the Salomon brand across North America. This role will ensure that the culture, tools, and resources are in place to foster a high-value environment that supports the Brand’s goals and direction while providing an industry leading customer experience. This Director of Customer Service leads the team that is the front line for engagement with B2B customers and D2C consumers. Responsible for short and long term strategic development and execution of our Customer Service strategic priorities while directing the day to day efforts to drive toward successful results.

Requirements

10+ years of previous experience in a customer service role, preferably in a B2B & ecommerce environment
10+ years’ experience in leading, coaching, or training people and business leaders
Proven results reviewing, developing, and executing key business delivery strategies
Experience in building strong cross functional relationships
Experience in project management, change management and software implementations
Leadership – Demonstrates transformational leadership by formulating strategies, driving execution, and taking responsibility for actions, projects, and people.
Exceptional Service Orientation – Prioritizes customer needs with strong interpersonal skills and the ability to empathize in challenging situations.
Business Development & Analytics – Identifies opportunities to maximize growth and improve service through data analysis and performance metrics.
Patience & Tact – Maintains professionalism and composure when managing difficult situations.
Managerial Skills – Leads by example, motivating, coaching, and developing teams while fostering respect and engagement.
Creative Thinking & Problem Solving – Generates innovative ideas to enhance customer service standards and elevate overall experience.
Adaptability – Responds effectively to high-pressure situations and adjusts priorities based on evolving business needs.
Organizational & Planning Skills – Excels at creating policies and procedures that meet diverse customer and sales team requirements.
Motivation & Professionalism – Demonstrates a commitment to continuous improvement and professional growth in customer service excellence.

Nice To Haves

SalesForce.com Development & Implementation Experience preferred
Passion for sports or previous experience working or playing in a team environment preferred

Responsibilities

Manage wholesale dealer orderbook and coordinate with Credit, Warehouse, Supply Chain, Sales and Sales Operations to ensure order blocks are removed and orderbook is properly maintained
Lead EDI, Vendor Compliance, and oversee warranty & repair team
Develop and implement best practices for warranty processing
Lead the Winter & Outdoor Customer & Consumer Service teams in the USA and Canada
Encourage and lead team development and cohesion; provide direction, motivation, coaching, training, development, and feedback
Key member of the regional leadership teams and global customer experience community of practice
Develop long-term service strategies aligned with brand leadership to execute plans
Partner with peers and leadership to ensure overall business delivers results
Develop customer experience playbook, mission, objectives, policies, processes, and guidelines
Foster an environment focused on providing world-class Customer Service and establish strong relationships with key dealer network
Build strong relationships with internal and external Sales and Commercial teams
Coordinate with management regarding potential service-related issues and provide risk mitigation
Lead the design, implementation, and utilization of CRM tools throughout the Winter & Outdoor organization
Work with IT teams to develop system improvements and agility in order-to-cash activities, customer and consumer touch points, and back-office automation in SAP
Partner with Distribution, Transportation, and Operations teams to deliver On Time and In Full order-to-fulfillment processes based on customer requirements and communicated issues
Define, implement, and track key performance indicators; report to senior management on service improvement progress