Dealer Service Supervisor

Smith Optics; Portland (OR); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Smith Optics in Portland, OR is seeking a Dealer Service Supervisor to lead the Dealer Services team across the order lifecycle. You will coach staff, manage daily operations, and drive process improvements, ensuring accurate, timely service to outdoor retail partners.

Working with Sales, Logistics, Finance, and Planning, you will use service insights to improve order execution, strengthen dealer relationships, and support informed business decisions. Hybrid work arrangement available.

Qualifications

• 3+ years of experience in dealer services, customer service operations, sales operations, sales support, wholesale account management, or related field.

Responsibilities

• Lead, coach, and develop the Dealer Services team, including hiring, onboarding, training, workload planning, and performance management.
• Oversee daily dealer service operations, including order processing and release, inventory communication, returns coordination, and account support.
• Monitor key service metrics, including dealer satisfaction, response times, order accuracy, fill rates, and returns, and use insights to drive improvements.
• Improve and standardize workflows to increase accuracy, reduce turnaround times, and strengthen cross-functional communication.
• Manage service systems and tools, including ERP systems, dealer portals, EDI workflows, and communication platforms.
• Partner with Sales, Logistics, Finance, and Planning to identify and resolve operational issues and improve execution.
• Develop and maintain standard operating procedures, training materials, and dealer-service resources.
• Plan staffing and service capacity to support seasonal demand, account growth, and changing dealer needs.
• Represent Dealer Services in cross-functional planning and business initiatives, ensuring dealer needs and service insights inform decisions.
• Ensure dealer communications reflect the company’s brand, service standards, and outdoor culture.

Skills

Dealer services

Customer service

Sales operations

Wholesale accounts

People management

ERP systems

Excel

BI tools

Cross-functional collaboration

Data analysis

Tools

ERP systems

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Dealer Service Supervisor

Smith Dealer Service Regular Full Time Administrative Portland, OR, US

2 days ago Requisition ID: 1439

Salary Range: $60,000.00 To $75,000.00 Annually

Title: Dealer Service Supervisor

Department: Sales operations

Reports to: Sr Manager, Sales Operations

Location: Portland, OR (Hybrid)

Summary:

The Dealer Services Supervisor leads the team supporting the company’s outdoor retail partners and ensures consistent, high-quality dealer experience throughout the order lifecycle. The role is responsible for team leadership, day-to-day service operations, process improvement, and customer data and reporting.

Working cross-functionally with Sales, Logistics, Finance, and Planning, the Supervisor uses service and commercial insights to improve order execution, strengthen dealer relationships, and support informed business decisions.

Key Responsibilities:

• Lead, coach, and develop the Dealer Services team, including hiring, onboarding, training, workload planning, and performance management.
• Oversee daily dealer service operations, including order processing and release, inventory communication, returns coordination, and account support.
• Monitor key service metrics, including dealer satisfaction, response times, order accuracy, fill rates, and returns, and use insights to drive improvements.
• Improve and standardize workflows to increase accuracy, reduce turnaround times, and strengthen cross-functional communication.
• Manage service systems and tools, including ERP systems, dealer portals, EDI workflows, and communication platforms.
• Partner with Sales, Logistics, Finance, and Planning to identify and resolve operational issues and improve execution.
• Develop and maintain standard operating procedures, training materials, and dealer-service resources.
• Plan staffing and service capacity to support seasonal demand, account growth, and changing dealer needs.
• Represent Dealer Services in cross-functional planning and business initiatives, ensuring dealer needs and service insights inform decisions.
• Ensure dealer communications reflect the company’s brand, service standards, and outdoor culture.

Customer Data, Reporting & Analysis

• Maintain the accuracy and consistency of customer and dealer data, including account information, order history, pricing, and discounts.
• Establish data standards and validation processes, partnering with Sales, Finance, and system owners to resolve discrepancies.
• Analyze discount activity by customer, account segment, and product to identify trends, exceptions, and potential impacts on net sales and margin.
• Compare applied discounts with approved terms and programs and coordinate with Sales and Finance to address discrepancies.
• Develop and maintain reporting and dashboards that connect purchasing behavior, service activity, returns, and discount trends to actionable business insights.
• Present findings and recommendations to Sales Operations leadership and cross-functional partners and support follow-through on agreed actions.
• Manage customer data in accordance with company privacy, access, and data governance requirements.
• 3+ years of experience in dealer services, customer service operations, sales operations, sales support, wholesale account management, or related field.
• 2+ years of people-management or team-leadership experience.
• Experience in the outdoor, sporting goods, consumer goods, or wholesale industry preferred.
• Proficiency with ERP systems and intermediate to advanced Excel skills, including organizing, validating, and analyzing customer and transaction data. Experience with reporting or business intelligence tools is preferred.
• Experience with customer data, reporting, and commercial analysis, including evaluating discounts and identifying exceptions or trends.
• Strong leadership, communication, and cross-functional collaboration skills.
• Demonstrated ability to use service metrics and customer insights to improve processes and build scalable workflows.
• Analytical and curious, with the ability to turn customer and service data into practical actions.