Atomic & Armada North America Customer Service Manager

Wilson Sporting Goods; Ogden (UT); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid office option

401k with company match

Medical, dental and vision

Life insurance

Pre-tax transit benefits

Discounts on Amer Sports products

Development and training opportunities

Job summary

Amer Sports, located in Ogden, Utah, seeks a highly capable Customer Service Manager for the Atomic & Armada North America team. You will lead the North America operations, act as the central interface between the market and headquarters, and shape the region's service strategy.

The role requires a bachelor’s in business, at least 5 years in operations and people leadership, plus experience with SAP, PowerBI, Salesforce, and CRM tools. Hybrid work, benefits, and global growth await.

Qualifications

• Bachelor’s degree in business administration/management or comparable education.
• Minimum 5 years’ experience in Customer Service/operations.
• Minimum 2 years’ experience in leading, coaching and training a team.
• Experience with SAP, AFO, PowerBI and Salesforce or similar CRM tool.
• Proficiency in Microsoft Suite (Outlook, Excel, Teams, SharePoint).
• Demonstrates leadership, analytics, communication skills; proactive and collaborative.
• Passion for outdoor and winter sports.

Responsibilities

• Deliver best-in-class customer experience to internal and external customers.
• Own the North America order book and lead key reviews and policies.
• Provide day-to-day team leadership through coaching and training.
• Define SLA and KPI for Customer Service and build dashboards.
• Build cross-functional relationships across the organization.
• Support budget development and monitor Customer Service spend.
• Oversee EDI pipeline, balance IT resources and costs.
• Manage system setup and ongoing development with SAP and CRM tools.

Skills

Leadership

Communication

Team motivation

Education

Bachelor’s Degree

Tools

SAP

AFO

PowerBI

Salesforce

Microsoft Excel

Outlook

Teams

SharePoint

Job description

Overview

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Atomic, Armada, and Arc’teryx. We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports. Join us.

WHY JOIN US - NEVER STOP GETTING BETTER:

Always Authentic: We stay true to who we are and build trusting relationships with integrity

Better Together: We take our diverse expertise to new heights and team up to grow stronger

Committed to Impact: We play the long game, guided by respect for people and our planet

Driven to Excellence: We play fair, aim for excellence, and celebrate our wins

What You'll Do

We are seeking a highly creative Customer Service Manager for our Atomic & Armada, North America team. Are you passionate about the outdoors? Are you passionate about planning and delivering the right product at the right place and at the right time? Then join our North America operations team! In this exciting role, you will develop and build the North America team. You will be responsible of operations for the region and be the central interface between the North America market and our global headquarters. Atomic is one of the leading manufacturers of wintersports equipment and part of the Amer Sports Corporation.

Some of the key requirements and responsibilities of this position are:

• Customer Service: Deliver best-in-class Customer experience to our internal and external customers.
• Order Book Management: Serves as the primary owner of the North America order book, leading key business meetings to review performance, key stakeholder in order book policy definition and ensure effective execution.
• Team Leadership: Provide strong day-to-day leadership by developing, motivating, and supporting the team through continuous training, coaching, and team-building initiatives, while fostering a positive and collaborative work environment
• Service Performance Standards: Define Service Level Agreements (SLA) and Key Performance Indicators (KPI) for Customer Service and team members. Build reporting tools and dashboards to support and lead team performance.
• Cross-Functional Collaboration: Build strong, productive relationships with teams across the organization
• Budget Management: Support Director of Operations in developing and monitoring the Customer Service team’s budget.
• Projects: Partner with Director of Operations to shape and drive Customer Service initiatives that support and advance the long-term brand strategy.
• EDI Management: Oversee the end-to-end EDI pipeline, including implementation, partner coordination, and issue resolution, while balancing IT resources and costs to meet business needs.
• Fill Rate: Manage fill rate, balance: (1) best customer experience, (2) supply chain input and needs, (3) company financial & inventory targets.
• Sales Force Key User: Manage system set up, reporting and ongoing development pipeline to enhance operational efficiency.
• SAP Key User: Manage SAP system set up and testing as well as support the ongoing development pipeline to enhance operational efficiency.

What We're Looking For

This role requires a Bachelor’s degree in business administration/management or comparable education/experience. We are seeking a minimum of 5 years of experience in operations and team leadership.

Additional profile and required competencies:

• Bachelor’s Degree
• Minimum 5 years’ experience in Customer Service role
• Minimum 2 years’ experience in leading, coaching and training role team.
• Experience with SAP, AFO, PowerBI and Salesforce or similar CRM tool
• Proficiency in Microsoft Suite (Outlook, Excel, Teams, SharePoint)
• Demonstrates strong leadership, analytical and communication skills; with a proactive, hands-on mindset and a collaborative spirit.
• Ability to adapt to changing priorities and business needs.
• Passion for outdoor and winter sports.

Supervisory Responsibilities include:

Carries out managerial responsibilities in accordance with the companies’ policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising, rewarding and addressing employee performance; addressing complaints and resolving problems.

Physical Demands & Working Environments:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit, stand and walk. The employee must occasionally kneel, stoop, crouch, twist and lift up to 25 pounds, with or without accommodations. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

What We’ll Provide

This role is part of the Amer Sports Winter & Outdoor category of Brands – located in Ogden Utah.

We offer a great working environment in the sports industry with talented & passionate colleagues all over the world! Other benefits and perks include:

• Exciting and challenging area of responsibility with self-responsibility
• Development and comprehensive further training opportunities
• Flexible working hours and hybrid office option
• Medical, dental and vision
• 401k with company match
• Life insurance, pre-tax transit benefit program
• Attractive social benefits and discounts on Amer Sports products

Amer Sports is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.