Job

    Customer Service Supervisor

    This is a full-time, in-house position (Hod River, OR). Minimum of two years customer service experience is required to aply. Only candidates selected for interviews wil be contacted.

    Please email your resume to: [email protected]

    POSITION SCOPE

    The Customer Service Supervisor is responsible for ensuring that Dakine delivers the highest level of customer service possible while supporting the maintenance of a smooth operational flow. To do this they will analyze any relevant data to support he management of our strategic accounts, recommend and help to set policies and procedures, be the first point of resolution for any customer-related issues, and manage all North American Customer Service Reps. This person will work closely with the Sales Operations Manager and other internal departments to insure the Dakine target of delivering the best customer service is met.

    POSITION OVERVIEW

    • Support he management of key accounts by assisting the customer service team with analysis and resolution conflict for those accounts
    • First point of contact with customer service reps, reception, warranty/eCommerce for resolution of customer service related inquires
    • Manages order allocation and picking based on business rules and priorities
    • Main liaison between customer service department and other internal departments
    • Recommends and works with Operations Management staff to set policies and procedures for the customer service department
    • Ensures departmental policies and procedures are followed
    • Recommends resolution on customer service and sales operational issues
    • Oversees preseason order processing for all accounts
    • Oversees/manages any customer service related clean-up projects
    • Liaison with the warehouse to insure all pick ticket processing and shipping is smooth, meets customer and business requirements
    • Manages and supervises a group of customer service reps
    • Any other duties as assigned

    REQUIREMENTS

    • Bachelor’s degree or equivalent combination of education and experience
    • Strong customer service orientation and focus with two years of customer service or operations experience – preferably in the action sports industry
    • Customer service or sales operations lead/management experience a plus
    • Experience with Dynamics AX a plus
    • Strong MS Office skills with a focus on Excel
    • Strong problem solving, communication (written and verbal) and organizational skills
    • Supply chain/logistics experience in an industry that procures from Asia a plus
    • Must work with a high degree of accuracy and attention to detail
    • Strong understanding of working within vendor compliance regulations and familiarity with vendor compliance documents a plus
    • Comfortable working in a team or individual environment
    • Experience with EDI a plus

    DAKINE MARKET KNOWLEDGE

    Dakine lives in a number of action sports markets – Surf, Snowboard, Ski, Skate, Windsurf, Kite, and Bike. We also build a wide range of packs and bags for the Men’s and Women’s lifestyle markets. The staff at DAKINE are passionately involved in these sports in their personal time and for their jobs We have found this to be essential in creating innovative and functional products.

    PACKAGE

    • Salary is based on experience
    • Eligible for enrollment in our company sponsored health plan (medical, vision, and dental)
    • Eligible for enrollment in our 401k plan
    • DAKINE caries a $25,00 life insurance policy on all full time employees
    • Eligible for our pro-deal purchase partnership (We have over 80 action sports and clothing companies that offer DAKINE employees a 50-70% discount of retail pricing)

    LOCATION

    • The Hood River area is a world class destination for many sports

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