Vista Outdoor eCommerce Consumer Service Manager - CamelBak in Washington
Come work with us at CamelBak! We are creators, explorers, tinkerers, and leaders; passionate about improving the outdoor experience through hydration and striving to make the planet a better place for all of its inhabitants through our work in sustainability and clean water access.
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CamelBak is a safe, supportive, and collaborative environment where we all move the ball forward. We promote and celebrate a diverse and equitable workforce. We acknowledge the unique needs of our workforce through the creation of supportive spaces in our work environment, creating opportunities for growth with education, training, and mentorship.
The Ecomm Consumer Service Manager is the "subject matter expert" from a business, operations, and consumer service perspective. This role is an amazing opportunity to take ownership of meeting and exceeding the consumer service goals set by management and enhancing the experience of the CamelBak online consumer.
The Ecomm Consumer Service Manager will oversee the day-to-day operations of the Consumer Service Representatives for CamelBak.com and the CamelBak Custom bottle print businesses. They will also manage a team of production artists that are integral to the success of the custom business. This is a working supervisor position and the manager will own many aspects of support ranging from building scripts for phone / email / online chat to driving initiatives to improve day-to-day processes.
This role will evaluate and analyze systems, i.e. email and chat service to ensure it is being used to its maximum benefit, report on productivity and react accordingly. They will answer Q & A on-site, assist with B2B sales for Custom, and ensure telephone calls and e-mail from consumers are responded to in a timely manner.
The Ecomm Consumer Service Manage will also work closely with the marketing and product teams to respond to consumer reviews on the CamelBak.com and other digital platforms.
Bachelor’s degree preferred or a combination education and 5 years of Customer/Consumer Service supervision experience. E-commerce experience is required.
Excellent verbal and written communication skills. Ability to supervise 3-5 consumer service reps and directly support consumers.
Knowledge of ecommerce systems, content management systems, customer service software and best practices.
Hands on experience with ecommerce and web ecommerce engines (i.e Salesforce Commerce Cloud, Magento, Shopify), customer service software (i.e Salesforce Service Cloud) and analytics applications.
Thorough understanding of entire ecommerce processes from conversion to fulfillment to consumer service.
Ability to work cross functionally with CamelBak operations to manage the internal manufacturing of custom print.
Sales goal driven with a strong understanding of business drivers that will impact sales.
Ability to remain calm and composed during high stress situations and when consumers are unhappy with our brands or products.
Ability to work at a detailed level while maintaining an overall project perspective.
Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously.
Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams.
Microsoft Office proficiency with Word and Excel.
We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, and the ability to add value to an exciting mission!
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Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled
Join our talented team! Employees at Vista Outdoor are passionate and committed to delivering quality products to our customers. Our culture centers on an engaged and accountable workforce. Our goal is to attract and retain a diverse workforce: rich in talent, background, ideas and experience.
Vista Outdoor is an equal opportunity employer. All applicants are considered for employment without regard race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status, and any other characteristics protected by law. The EEO Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to email@example.com . Please note that this email address is for accommodation purposes only. Vista Outdoor will not respond to inquiries for other purposes.