North America Customer Service Manager - Ops & SLA Leader

Wilson Sporting Goods; Ogden (UT); Hybride; USD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Hybrid work option

Medical, dental and vision insurance

401k with company match

Life insurance

Pre-tax transit benefit

Product discounts

Résumé du poste

Amer Sports is seeking a highly motivated Customer Service Manager for the Atomic North America team in Ogden, UT. You will oversee regional operations, manage the North America order book, and serve as the central interface with our global headquarters.

The role requires leadership, customer focus and cross-functional collaboration. You will drive SLA/KPI definition, build reporting dashboards, and partner with the Director of Operations to shape initiatives that align with the brand strategy.

Qualifications

• Bachelor’s degree or comparable education/experience.
• Minimum 5 years of experience in operations and team leadership.
• Minimum 5 years in a Customer Service role; 2 years in leading coaching teams.
• Experience with SAP, AFO, PowerBI and Salesforce or similar CRM tools.
• Proficiency in Microsoft Office suite.

Responsabilités

• Own North America order book and lead performance reviews.
• Provide day-to-day leadership, training and team development.
• Set Service Levels and KPIs; build dashboards and reporting tools.
• Collaborate with cross-functional teams and manage budgets.
• Oversee SAP setup, testing and ongoing system development.
• Improve fill rate balancing customer experience and inventory targets.

Connaissances

Customer service

Team leadership

Operations management

SLA/KPI management

Cross-functional collaboration

SAP

PowerBI

Salesforce

Formation

Bachelor's degree in business administration/management

Outils

SAP

AFO

PowerBI

Salesforce

Description du poste

Amer Sports is seeking a highly motivated Customer Service Manager for the Atomic North America team in Ogden, UT. You will oversee regional operations, manage the North America order book, and serve as the central interface with our global headquarters.

The role requires leadership, customer focus and cross-functional collaboration. You will drive SLA/KPI definition, build reporting dashboards, and partner with the Director of Operations to shape initiatives that align with the brand strategy.