Dealer Services Lead: Ops, Data & Experience

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

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.