Salomon
Customer Service Manager - eCommerce
Ogden, , United States
Sponsorship not specifiedDetected 47 days ago
SalesforceSAPCustomer SupportLeadershipCommunicationMentoringMicrosoft Office
About the role
- Operating within a matrixed global organization, this role requires both operational rigor and strategic thinking, with the ability to work collaboratively across regional and global teams while driving independent execution.
- Half-day Fridays for 6 months of the year
- An exceptional employee discount on all our products and sister brands (Arc'teryx, Armada, Atomic, Wilson)
Responsibilities
- Salomon's commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports.
- Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility.
- Lead day-to-day operations of the customer service team, ensuring consistent execution.
- Hire, coach, and develop direct reports, investing in their growth and fostering a culture of accountability and continuous improvement.
- Contribute to departmental strategy development in partnership with cross-functional stakeholders, and lead execution against agreed priorities.
- Maintain working knowledge of reporting tools, including SAP AFO / BI reporting, to support data-driven decision-making.
- Define and maintain SLAs and KPIs to track progress and identify trends.
Requirements
- Strong understanding of the digital/eCommerce customer service landscape and how customer experience impacts repeat purchase behavior.
- To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily:
Nice to have
- Bachelor's degree or equivalent experience
- Minimum of 5 years of experience in a customer service role, preferably within a digital or eCommerce environment.
- Minimum of 2 years of experience in leading, coaching, and training a team.
- Proficiency in Salesforce Service Cloud and Microsoft Office
- familiarity with order management and CX platforms a plus.
- Experience leveraging AI or automation tools to improve customer service workflows and efficiency.
- Experience managing customer service operations during peak seasonal demand.
- Familiarity with fraud and risk management tools.
Benefits
- A generous PTO policy, plus 15 paid annual holidays and 2 floating holidays
Company info
- We are seeking an eCommerce Customer Service Manager to lead service delivery and operations for Salomon's North American direct-to-consumer business.
- Diversity is one of Salomon's five values, therefore we are committed to creating an inclusive environment for all.
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This listing is sourced directly from Salomon's careers page and normalized into a canonical job model.