Manager, eCommerce Customer Care

Columbia Sportswear, Inc.

Oregon


0 year(s)
Full-Time
N/A


Job Description


OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS

At Columbia, were as passionate about the outdoors as you are. And while our gear is available worldwide, were proud to be based in the Pacific Northwest, where natural wonders are our playground.

Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: Its perfect. Now make it better. As pioneers of relentless improvement, we are constantly evolving.

We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest.

ABOUT THE POSITION

The eCommerce team powers our US and Canada Columbia.com sites as well as our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is at the center of everything we do. And, the eCommerce team is known for the relentless improvement of the customer experience-always striving for a better, faster, easier experience.

Recently named by Newskweek.com as the #1 Customer Service Experience of any Outdoor retailer, our Customer Care team maintains a high level of customer service by responding to requests and inquiries with accurate information to consumers in a courteous, efficient, and timely manner. As a Manager on our eCommerce Customer Care team, youll be responsible for coaching, developing, building & scaling our full-time and seasonal employees.

YOU ARE
Experienced in managing customer care teams that provide tier 1 and tier 2 phone & email support

Experienced in developing & improving quality standards

Experienced in creating processes & procedures that support Customer Care and eCommerce teams

An experienced leader of Customer are teams, with specific experience developing & facilitating new hire and ongoing training curriculums focused on technical/product training, call quality, and sales

Experienced in developing & tracking Key Performance Indicators (KPIs)


YOU HAVE
A minimum of 8 years experience in a customer contact center management role

Bachelors degree or equivalent work experience required

A deep understanding of the principles of amazing customer service, leadership, and mentorship

Positive, enthusiastic attitude, self-directed, excellent communication skills; ability to communicate technical concepts to non-technical people.

Strong project management and organizational skills.

Experience managing vendors.

Experience with phone system setup and best practices.

The ability to work early morning and weekend shifts during peak season.


#LI-AJ1




Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.


This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.


At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.